Level 2 Technical Support

Tasks

• Answer user inquiries regarding computer software or hardware operation to resolve problems.

• Oversee the daily performance of computer systems.

• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Develop training materials and procedures, or train users in the proper use of hardware or software.

• Refer major hardware or software problems or defective products to vendors or technicians for service.

• Enter commands and observe system functioning to verify correct operations and detect errors.

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Prepare evaluations of software or hardware, and recommend improvements or upgrades.

• Confer with staff, users, and management to establish requirements for new systems or modifications.

• Modify and customize commercial programs for internal needs.

• Inspect equipment and read order sheets to prepare for delivery to users.

• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.

• Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.

• Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

Skills

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

• Speaking - Talking to others to convey information effectively.

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

• Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Knowledge

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

• Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

• Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.