State of Maryland

COMPUTER USER SUPPORT SPECIALIST I (#006173)

- Hourly / - BiWeekly /
- Monthly / $31,082.00-$48,665.00 Yearly


GRADE

10

NATURE OF WORK

A Computer User Support Specialist I is the intermediate 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 moderate 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.

GENERAL REQUIREMENTS

Specific educational and experience requirements are set by the agency based on the essential job functions assigned to the position.

ACKNOWLEDGEMENTS

A Class Description provides information about the Nature of Work, Examples of Work and General Requirements for a classification in the Management Service or a classification in the Skilled or Professional Service in which all positions have been designated Special Appointments. Required Knowledge, Skills, and Abilities; Minimum Education and Experience Requirements; Special Requirements; and recruitment and testing procedures are set by the using agency.

Class descriptions broadly define 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

Approved By

Director, Division of Classification and Salary

CLASS: 006173; EST: 1/1/2001; REV: ;

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