Positions in this category perform entry-level information technology systems and/or applications support work for client applications, databases, computer hardware and software products, network infrastructure equipment, or telecommunications software or hardware.  

This series is distinguished from the Information Technology Systems Specialists by the requirement for following established procedures and guidelines to complete information technology system and application support tasks.

Under general supervision, follows established procedures to perform routine technical tasks such as testing, installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, hardware and software products, network infrastructure equipment, or telecommunications software or hardware. Incumbents have a working knowledge of computer systems and are able to complete routine tasks without help. Problems/issues are referred to a higher level or to another support group for resolution. In a training capacity, may participate in basic programming or computer analysis.  

Follows structured procedures to perform routine technical support tasks such as re-imaging systems, replicating software images, installing software, upgrading memory; installing a new hard drive or floppy drive. Uses basic diagnostic software and utility tools to troubleshoot problems; 

Installs, tests, and maintains hardware and software products. Performs routine preventive maintenance tasks for computers, peripheral, and/or data communication equipment; 

Works with new users to complete access request forms, researches the access requested, types memos requesting access and transmits for approval. Sets up access and passwords upon approval; 

Assists higher-level technicians and/or specialists in installing and/or repairing complex pieces of equipment; 

Maintains printers, disk drives, and tape drives. Creates log-in ID’s, resets passwords; 

Receives and records trouble reports from customers. Executes scripts. Routes trouble tickets to a higher level for resolution. Notifies customers about outages, system problems, etc.; 

Serves as a liaison between the customer and information technology support services; 

Maintains service logs and/or on-line trouble logs and resolve client requests; 

Assists with moves related to network operations and employees; 

Calls vendors to do cabling for networks and phones;  

May assist others with basic programming or computer analysis; 

May supervise lower level staff.

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position. 

Two years of experience in information technology related activities such as testing, installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware.