Job Family: 15-0000 Computer and Mathematical Occupational Group: 15-1040 Computer
OCCUPATION PROFILE
JOB FAMILY: COMPUTER AND MATHEMATICAL
OCCUPATIONAL GROUP: COMPUTER
OCCUPATION: COMPUTER USER SUPPORT SPECIALISTS 15-1151
BROADBAND LEVELS: Level 1– Pay Band 004 Level 2– Pay Band 006 Level 4– Pay Band 009
DESCRIPTION
This is work providing technical assistance to computer system users. Incumbents answer questions or resolve computer problems for clients in person, via telephone or from remote locations. Incumbents may also provide assistance in the use of computer hardware and software, including printing, installation, office productivity software, electronic mail, and operating systems.
Some positions in this occupation may be responsible for coordinating work and supervising employees.
EXAMPLES OF WORK
Supervises employees by assigning work, reviewing progress and assessing performance.
Installs and performs minor repairs to hardware, software, and peripheral equipment following design or installation specifications.
Confers with staff, users, and management to determine requirements for new systems or modifications.
Reads technical manuals, confers with users, and conducts computer diagnostics to determine nature of problems and provide technical assistance.
Develops training materials and procedures and conducts training programs.
Enters commands and observes system functioning to verify correct operations and detect errors.
Page 1 of 5 Job Family: 15-0000 Computer and Mathematical Occupational Group: 15-1040 Computer
Tests and monitors software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user.
Prepares evaluations of software and hardware and submits recommendations to management for review.
Refers major hardware or software problems or defective products to vendors or technicians for service.
Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.
Conducts office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis.
Reads trade magazines and technical manuals and attends conferences and seminars to maintain knowledge of hardware and software.
Supervises and coordinates workers engaged in problem-solving, monitoring, and installing data communication equipment and software.
Inspects equipment and reads order sheets to prepare for delivery to users.
Provides authoritative information or advice on computer systems and programs.
Uses program development techniques that creates the most logical and efficient approach based on user needs and hardware characteristics.
EXAMPLES OF JOB CHARACTERISTICS
Interacting with Computers Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems. Getting Information Needed to Do the Observing, receiving, and otherwise obtaining Job information from all relevant sources.
Updating and Using Job-Relevant Keeping up-to-date technically and knowing Knowledge one's own jobs' and related jobs' functions.
Page 2 of 5 Job Family: 15-0000 Computer and Mathematical Occupational Group: 15-1040 Computer
Repairing and Maintaining Electrical Fixing, servicing, adjusting, regulating, Equipment calibrating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles. Making Decisions and Solving Combining, evaluating, and reasoning with Problems information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution. Identifying Objects, Actions, and Identifying information received by making Events estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events. Provide Consultation and Advice to Providing consultation and expert advice to Others management or other groups on technical, systems-related, or process related topics.
Communicating With Other Workers Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer. Inspecting Equipment, Structures, Inspecting or diagnosing equipment, and/or Material structures, or materials to identify the causes of errors or other problems or defects.
Monitor Processes, Material, and/or Monitoring and reviewing information from Surroundings materials, events, or the environment, often to detect problems or to find out when things are finished.
Handling and Moving Objects Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.
EXAMPLES OF KNOWLEDGE, SKILLS AND ABILITIES
Page 3 of 5 Job Family: 15-0000 Computer and Mathematical Occupational Group: 15-1040 Computer
Troubleshooting Determining what is causing an operating error and deciding what to do about it
Testing Conducting tests to determine whether equipment, software, or procedures are operating as expected
Operations Analysis Analyzing needs and product requirements to create a design
Problem Identification Identifying the nature of problems
Reading Comprehension Understanding written sentences and paragraphs in work related documents
Information Gathering Knowing how to find information and identifying essential information
Critical Thinking Using logic and analysis to identify the strengths and weaknesses of different approaches
Active Listening Listening to what other people are saying and asking questions as appropriate
Equipment Selection Determining the kind of tools and equipment needed to do a job
Coordination Adjusting actions in relation to others' actions
Management of Personnel Resources Motivating, developing, and directing people as they work, identifying the best people for the job
Computer Knowledge of computer software including applications
Mathematics Knowledge of numbers, their operations, and interrelationships including one or more of the following: arithmetic, algebra, geometry, calculus, statistics, and their applications
LICENSURE, CERTIFICATION OR REGISTRATION REQUIREMENTS
Page 4 of 5 Job Family: 15-0000 Computer and Mathematical Occupational Group: 15-1040 Computer
EFFECTIVE: XXXXXXXX HISTORY: 07/01/2002
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