Computer Support Technician 2
UW CODE AND REPRESENTATIVE GROUP
17940 (SEIU Local 925 Nonsupervisory)
BASIC FUNCTION
Coordinate computer and peripheral machine operations such as scheduling repairs, monitoring service requests, and maintaining records and service contracts for a group of stand alone microcomputers and/or local area network(s) (LAN) workstations. Provide technical support to computer users in the use of a variety of application software packages and respond to hardware/software problems with corrective procedures.
DISTINGUISHING CHARACTERISTICS
Under general supervision, in a lab and/or for other areas across the campus, coordinate the operations of local area network(s), stand alone microcomputers and/or LAN workstations. Perform diagnostic tasks to isolate computer/network error conditions and determine if problems are due to equipment, network or application errors. Resolve routine problems and refer complex problems to hardware maintenance, software support or vendor support services. Install and configure newly acquired PC’s, LAN workstations and various software packages. Manage user accounts, security and workstation configurations, and write user/technical documentation.
TYPICAL WORK
Coordinate repair scheduling, service requests, records maintenance, service contracts, user accounts, security, and workstation configurations; establish procedures for monitoring and prioritizing system usage;
Use diagnostic tools and troubleshooting processes to determine if problems are due to equipment, network or application errors; refer complex problems to hardware maintenance, software support or vendor support services;
Assist users in the use of a variety of hardware devices and software packages; troubleshoot and resolve problems such as board swapping and revising configuration settings to allow hardware and software operability;
Install and configure newly acquired PC’s, LAN workstations and various software packages;
Maintain records on hardware and software configurations, network performance and configurations;
Write, maintain and update users manuals, system support manuals and other types of documentation;
Establish requirements for multiple systems interfacing and transferring of files; coordinate implementation of requirements with management, technical staff and users;
May train users on specific packaged software applications;
May write batch programs or operating system command procedures;
May assist faculty with teaching aids, materials and equipment associated with classroom instruction;
May install and configure small local area networks;
May perform research and provide information to management regarding new technology and equipment;
May direct the work of others;
Perform related duties as required.
MINIMUM QUALIFICATIONS – UW Contract Classified
DESIRABLE QUALIFICATIONS – Classified Non-Union
One year of experience as a Computer Support Technician I
OR
equivalent education/experience.
New Class: 1-1-94
New Class: 5-1-00
CSR Class Conversion (mc): 06-01-05