State of Maryland

COMPUTER USER SUPPORT SPECIALIST II (#000020)

- Hourly / - BiWeekly /
- Monthly / $35,078.00-$55,270.00 Yearly


GRADE

12

NATURE OF WORK

A Computer User Support Specialist II is the full performance level of work responding to and coordinating the resolution of Help Desk calls from users of computer systems. Employees in this class do not supervise.

Employees in this classification receive general supervision from higher-level data communications, data processing or information services staff.

The Computer User Support Specialist I and Computer User Support Specialist II are differentiated on the basis of degree of supervisory control exercised by the supervisor over these employees. The Computer User Support Specialist I performs duties under close supervision at times and under general supervision at other times depending on the complexity of the specific duty being performed and the Computer User Support Specialist II performs the full range of duties under general supervision.

EXAMPLES OF WORK

Responds to Help Desk calls by asking users diagnostic questions to determine computer system problems;

Interprets users' responses to diagnostic questions and determines why users cannot access the computer system or utilize the application;

Assists users in accessing the computer by providing detailed instructions as contained in equipment manuals, systems manuals, applications manuals, user guides and other written guidelines;

Monitors status of on-line systems by reviewing status messages on a terminal;

Contacts the computer center and asks that communication lines be reset to enable users to access the system;

Contacts computer security to obtain clearances for users who cannot access the system because of password errors;

Notifies the telephone company, equipment vendors, programmers and technical support staff of programming and system failures;

Maintains records of Help Desk calls including user identification, nature of problems, resolutions and response times and system downtime;

May maintain records of inventory, network lines, users' accounts or security information including violations;

May provide on-site diagnosis, problem resolution and repairs for microcomputer hardware and software;

Performs other related duties.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of the functions and capabilities of computer networks, systems and devices such as modems, routers, switches, digital service units, multiplexors, controllers, gateways, computer terminals and printers;

Knowledge of the data communication systems operations and procedures;

Knowledge of the functions and capabilities of microcomputer hardware and software;

Skill in interpreting system status messages and diagnosing system problems;

Skill in communicating over the telephone with users, in understanding the nature of user problems and in providing users clear instructions on how to resolve problems;

Skill in following instructions in technical manuals and procedural guidelines;

Skill in maintaining written records and logs;

Skill in operating a computer terminal keyboard;

Ability to establish and maintain effective working relationships with users, vendors, computer operators, programmers and technical support staff.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience responding to Help Desk calls from users of computer systems.

Note: 1.  Experience operating computer equipment for the purpose of data entry, word processing or maintaining information may be substituted on a year-for-year basis for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Cyber and Information Systems classifications or Cyber and Information Systems specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

NOT APPLICABLE.

ACKNOWLEDGEMENTS

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

Date Established

Jan 1 2001 12:00AM

Date Revised

09/01/2014

Approved By

Director, Division of Classification and Salary

CLASS: 000020; EST: 1/1/2001; REV: 9/1/2014;

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