Classified Personnel Services
Bargaining Unit: Office, Technical, and Business Services
JOB TITLE: Applications Support Technician
DESCRIPTION OF BASIC FUNCTION AND RESPONSIBILITIES
To provide assistance, advice, problem solving, and technical information to customers regarding the use of software applications; to schedule, coordinate, and participate in the production, quality assurance, and delivery of output reports and data; to route customer requests for service or problem resolution to appropriate staff, and act as liaison with customers regarding the status of their requests. This job class exercises responsibility for the coordination and application of established procedures related to information systems operations and for ensuring the accuracy and timeliness of system output, assuring that generated output meets the needs of assigned customers. Employees in this class receive direct supervision from a Systems Coordinator within a framework of standard policies and procedures.
ALTERNATE CLASS SERIES
The classification of Applications Support Technician serves as an alternate class series with the classification of Applications Support Technician. Employees may be hired into either level; however employees hired initially into the entry level classification of Applications Support Technician may expect to be reasonably reassigned to the journey level classification of Applications Support Specialist upon completion of a two year period supplemented by applicable coursework in office technology, computer applications, business administration, or a related subject area.
DISTINGUISHING CHARACTERISTICS
The alternate class series of Applications Support Specialist/Applications Support Technician is distinguished from the higher class of Applications Support Analyst in that incumbents of the latter are responsible for the overall research and analysis of system application needs and problem resolution requiring higher skill, experience, and expertise.
TYPICAL DUTIES (Positions in this class may function in one or more specialized areas such as business services, pupil services, or end user hardware/software products and configurations)
Acts as a liaison between the Regional Technology Center and assigned customers regarding information systems operations, schedules, problems, timelines, procedures, requirements and billings
Receives requests from customers for service or problems resolution; prioritizes requests and routes to appropriate staff for action; maintains a data base of customer requests and tracks the progress of service and problem resolution; contacts customers to keep them informed of the status of their requests
Actively participates in the testing and implementation of new systems
Confers with programming staff regarding program changes and problems
Provides inservicing sessions for users in the operation of computer and communications equipment, system applications, and software products
Provides guidance, assistance, and inservice training to users in response to written and verbal questions regarding the proper use and implementation of appropriate procedures and operations necessary to meet user needs
Develops, prepares, and updates user manuals, training, and marketing materials, newsletters, and memorandums
Maintains and/or prepares records, reports and logs and counts of documents related to assigned functions
Sets up and maintains user system access according to established procedures; sets up and maintains customer distribution lists
Notifies appropriate staff of system, programming, and/or production problems impacting on the accuracy or expediency of output data/reports
Documents production problems for appropriate action
Generate, receives, and reviews computer produced output, verifying for completeness and accuracy, consulting with other department or COE staff as necessary, and initiating corrections when required
Sets up jobs for computer processing according to established control procedures, requirements, and sequence
Develops written communication and documentation for users and for internal use
Reviews contracts for accuracy and completeness
Monitors contracts to ensure that production output/reports comply with contract requirements and invoices customers for contracted services
Schedules data input/output and stays aware of scheduled job status; prepares and routes output for distribution to appropriate customers
Operates computer terminal and microcomputer to maintain files, process inquiries and process data
Establishes and maintains cooperative and supportive relationships with customers
Performs related duties as required
EMPLOYMENT STANDARDS
Possession of:
a valid class 3 California Driver's License
a driving record which meets the County Office of Education's insurance requirements
Knowledge of:
information system terminology, concepts, functions, policies, and procedures
modern office methods, practices, and procedures
the proper use and operation of equipment, software packages, system applications, word processing, and spreadsheet, and other related software
proper English usage, vocabulary, and punctuation
Ability to:
learn and apply appropriate procedures with assigned area of specialization
continually learn and utilize highly specialized software applications
communicate effectively in both oral and written form
learn customer's operations and systems and prioritize customer requests according to established guidelines
organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines
remain current with end-user hardware and software products
effectively verify the accuracy of detailed data in a timely manner
quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified
prepare routine reports and perform mathematical calculations accurately
work independently with minimal supervision
use and operate standard office and information systems equipment
establish and maintain effective work relationships with those contacted in the performance of required duties
meet the physical requirements of the job
EDUCATION AND EXPERIENCE
Generally, the required knowledge and abilities will have been acquired through any combination of education and experience. A typical method of demonstrating these requirements would be:
Education: Two years of college or completion of supplemental workshops/courses beyond high school in office technology, computer science, information systems, business administration, public administration, or a related field.
Experience: One year of directly related system service and support operations experience preferably in a client server computer environment.
Acceptable Substitutions: Other related experience may be substituted for the educational requirement on a year for year basis. There will be no substitutions for the required experience.
Approved by the Personnel Commission: March 26, 1998