CITY OF PHILADELPHIA PERSONNEL DEPARTMENT
COMPUTER USER SUPPORT SPECIALIST
This is computer user support work at an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees. Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
- Positions in this class must provide a variety of support services directly to computer users, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone and in person, and securing the assistance of higher level information technology staff when necessary.
- Positions in this class must provide desktop, one-on-one training, and/or informal advice and guidance, and/or classroom and on-site training for groups of employees.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
- Answers users' inquiries in person and via telephone concerning systems and software operations.
- Assists end users accessing computer systems and software, including security and password problems.
- Acts as first level help desk assistant to provide technical support in answering questions pertaining to software applications and computer equipment.
- Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail and in-person requests for assistance and sets end-user expectations for resolution time and communicates changes in status as necessary
- Assists users with the operation of their personal computers.
- Recommends and/or performs minor actions to correct problems with hardware and/or software on the telephone and in person; refers more difficult problems to technical specialists.
Troubleshooting / Desktop Support
- Troubleshoots and identifies software, and/or hardware, and/or network, and/or telecommunications problems as called in by end-users, using diagnostic equipment as necessary and follows through to resolution.
- Provides desktop support of all standard applications including, but not limited to, Windows operating systems.
- Travels to worksites as necessary.
- Interviews users to gather information about problems and, if possible, leads user through diagnostic procedures to determine the problem.
Standards and Procedures
- Adheres to security procedures and assists in administration and adherence to established standards and procedures.
Installation, Configuration and Testing of Hardware and Software
- Installs, configures and tests hardware and software to meet user needs, including internal tape drives, CD-ROM drives, modems, fax cards, printers, scanners, telecommunications equipment and network cards.
- Assists technical staff in installing, maintaining and/or upgrading PC-networked software and peripheral equipment such as monitors, keyboards, printers, cable and wiring connections, phones and audiovisual equipment.
- Maintains up-to-date and accurate inventory and documentation of software and/or hardware and/or telecommunication system and maintenance log for all service requests and communicates inventory changes, equipment needs and low inventory levels.
- Reviews, evaluates and makes hardware/software recommendations and discusses with immediate supervisor and other staff.
- Works closely with other IT staff to insure clear communication on outstanding issues, observed trends in end user support and user problems.
- Works directly with higher level IT support staff to resolve difficult problems including LAN, WAN and special application issues.
- Schedules, conducts and assists in training and instructional sessions for employees in data entry and retrieval procedures, software applications for personal computers, and network and/or Internet, telecommunications and voicemail policies, features and operations.
- Trains in unique departmental systems such as FACTS/PACWIS, court reporting, resource tracking, etc. and other systems applications utilized by assigned departments.
- Recommends, provides, and develops training, including development of instructional and reference materials for the training sessions.
Data Entry, Maintenance and Retrieval/Report Preparation
- Enters and/or updates data into system.
- Maintains information and activities in the databases and maintains integrity of files and follows conventions for the use as required.
- Creates, updates and maintains automated reporting tools, such as spreadsheets.
- Checks printouts of processed data to correct errors in coding or input.
- Reviews source materials and determines data to be entered into database.
- Retrieves data from computerized records.
- Executes, prints and distributes reports for departmental distribution.
- Prepares designs and graphic layouts to be used alone, or with accompanying text, in presentations, newsletters, billing formats, training materials, and a variety of reporting formats.
- Performs manual record-keeping, document distribution, typing and other clerical tasks; maintains integrity of computerized records and files.
- Performs related work as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- Microsoft Office Suite (Word, Excel, PowerPoint, Access)
- Various software packages and operating systems currently used by the department, including, but not limited to, Windows 95, 97, 98, 2000 and Millenium, Lotus Notes, cc:mail, Norton Antivirus, WordPerfect, Netscape Navigator, Novell network operating system and communication applications
- Computer Network system practices
- Basic LAN/WAN concepts
- Customer service principles and practices
- Data entry, maintenance and retrieval procedures
- Report preparation based on retrieval and formatting of data contained in databases
- Office practices and procedures
- Written and verbal communication
- Data entry and retrieval
- Identify problems, and resolve issues in a timely manner
- Learn the function, operations and computer needs of the organization supported
- Learn other department designated application software packages
- Deliver hands-on and classroom training for individuals and groups of users
- Service computer devices and to diagnose and resolve stoppages and failures
- Install software
- Repair or replace hardware on PC systems, if required by job assignment
- Install and perform preventative maintenance on printers, scanners and other peripheral equipment, if required by job assignment
- Work independently in high-paced environment
- Communicate with all levels of staff
- Establish and maintain effective working relationships with departmental associates
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 08/04.)
- Education equivalent to the completion of the twelfth school grade.
- Three years of Data Service Support Clerk or equivalent experience which has included maintaining the integrity of computerized records and generating a variety of reports using query tools.
Microsoft Office User Support (MOUS) Expert Certification can be substituted for any of the above experience on a basis of one year of experience for each certification.
An associate's degree in information technology or computer technology can be substituted for two years of the required experience.
Any equivalent combination of education and experience determined to be acceptable by the Personnel Department.
PHYSICAL AND MEDICAL REQUIREMENTS
- Ability to physically perform the duties and to work in the environmental conditions required of
a position in this class.
PAY RANGE: 14
Class Established: 8/89
CSC: 7/96, Ad Board: 11/96
Spec. Revision and Consolidation with 1D19 and 1E01:
CSC: 6/02, Ad Board: 9/02
Latest Spec. Revision:
CSC: 05/04, Ad Board: 08/04
END OF JOB CLASS SPECIFICATION - 1D59