POSITION TITLE:    User Support Specialist

REPORTS TO:           Director of Student Systems

POSITION SUMMARY: Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers.

FUNCTIONS OF THE JOB

Essential Functions

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Provide Support for Tyler/SIS (Student Information's Systems)
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information

Marginal Functions

• Creates Request for Purchase Orders (RPO’s), as required
• Develops bid specifications, as requested
• All other duties as assigned

Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance of the functions of this job.

• Walking, sitting, climbing, kneeling, talking, hearing.
• Normal attention with clarity of vision at 20 inches or less as well as 20 feet or more and depth perception, required.
• Light to moderate physical demand with regular lifting of very light to light (1 to 25 lbs.) items and

         Occasional lifting of average (25 to 60 lbs.) items by hand.

Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with the performance of the functions of this job.

POSITION QUALIFICATION REQUIREMENTS

Education: High School diploma or equivalent. Thorough knowledge of a specialized or technical field such as computer technology and curriculum applications, involving a thorough skills knowledge plus the application of basic theory. Equivalent to high school plus additional broad specialized training equal to two years of college.

Experience: Requires a minimum of one year up to and including three years of experience in computer technology, including various automated systems (hardware and software).

Skills and Abilities: Which may be representative but not all inclusive of those commonly associated with this position:

• Must possess positive, effective “people skills”.

• Apply commonsense understanding to carry out instructions furnished in written, oral, or diagrammatic form.
• Deal with problems involving several concrete variables in or from standardized situations. Add, subtract, multiply, and divide all units of measure. Perform the operations with like common and decimal fractions. Compute ratio, rate, and percent.
  • Perform reading, writing, and speaking at an intermediate level.

Machines, Tools, Equipment and Work Aids: Which may be representative but not all inclusive of those commonly associated with this position:

Computer and related software.

License(s)/Certification(s) required: None required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.

Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

"Commonly associated" is not intended to mean always or only. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate.

All activities, Demands, Conditions and Requirements are linked to Essential Job Functions unless marked with an asterisk which denotes linkage only to marginal function(s).