University of Connecticut University of UC Title Fallback Connecticut

Computer Technical Support Consultant 3

Payroll Title: UCP VIII
Class Code: 0863-9088
Job Family: DPS
FLSA Code: E
Score: 628

JOB SUMMARY

Under the general direction of a designated supervisor, provides advanced computer hardware, network, communications network and software installation and support, computer instruction, documentation, and consultation services to the academic community of the University and other affiliates, on problems, solutions, implementations and services related to computing.  Provides technical and administrative coordination and leadership for one or more computer labs, distributed servers, printers and workstation clusters, help desk or other facilities to integrate similar technologies.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

  1. Provides direction to team members according to department standards, procedures and goals.
  2. Resolves complex software, hardware, networking or communications problems. Initiates problem referrals, works with the client to trouble shoot, tracks and updates database with progress, implement solution and closes referral upon completion.
  3. Takes a leadership role in selecting, acquiring, and installing technology for a new lab, classroom, departmental office and/or help desk to support a technology focus area.  Investigates new technologies relevant to assigned areas; selects new products for testing; takes a leadership role in identifying, investigating and correcting existing or potential technical and procedural problems; audits and edits documentation written by team members.
  4. Assists in conducting needs analysis and feasibility study to recommend and coordinate computing system purchases and implement administrative computing systems (i.e., campus-wide server infrastructure) and academic computing systems.
  5. Assists in research, review, test, and evaluation of potential new computer supported products or enhancements.  Researches licensing and purchasing arrangements relative to potential products.
  6. Assists in research, review, test and evaluation of potential computing software and hardware standards for the university servers, workstations, printers and other peripheral devices.  Make recommendations for advanced technology at the University.
  7. Implement disaster recovery, virus protection, and data back-up and recovery services for distributed servers and workstations.
  8. Assists in analyzing needs, designing databases, writing new programs, enhancing existing programs, writing supporting documentation and implementing production procedures.
  9. Assists and/or performs interviewing, hiring, training, scheduling, evaluating, disciplining and promoting undergraduate and graduate consultants for the computer labs, offices, classrooms, help desk and related support areas.  Signs student timecards and employment authorizations; recommends student raises and writes student handbooks. Supervises and trains student consultants to assist in the support of computer consulting,
  10. Troubleshooting, installation and upgrade work for the university faculty, students and staff.
  11. Determines, sets, and implements policies and procedures for one or more computer labs, help desks, or technology focus areas regarding usage, access, security, cleanliness, room layout, and hardware and software products.  Assures proper inventories of supplies; record keeping for equipment and software license agreements; offers consulting to other lab coordinators and LAN Administrators on policies and procedures.  Creates and forwards for approval purchasing documents and justifications; assists with developing budget proposals and requirements; organizes and assures the continued quality of relevant documentation.
  12. Resolves complex systems integration issues including activities associated with data warehouse technology and server technology.
  13. Develops services and programs to provide faculty the educational and technical support they need to increase their integration of computing technology with teaching and learning.  Maintains communication with faculty members and departments to assess instructional computing needs and to provide resources to meet those needs.
  14. Interacts with vendors for product pricing information, technical literature, equipment maintenance and repair, training and other issues.
  15. Represents the team at team leaders’ meetings, planning and committee meetings and on project working groups.
  16. Performs difficult or complex tasks such as devising and monitoring project plans in conjunction with other Computer Center staff or University personnel.  Determines the appropriate mix of hardware and software to support the university community.
  17. Assists with the development of plans and processes that ensure the minimum risk to services or systems due to errors.
  18. Performs related duties as required.

MINIMUM ACCEPTABLE QUALIFICATIONS

  1. Bachelor’s degree in Computer Science or related field or equivalent combination of education and training and three to five years of highly technical and progressively responsible experience.
  2. Demonstrated comprehensive knowledge of one or more of the technologies used to support computing at the University.  Detailed understanding of the procedures and strategies used in one or more of the academic support, technology focus areas (e.g., faculty support, help desk, computer labs, MVS/VM products, networking, PC labs, regional campus support, research support and programming, training and development and UNIX products.)
  3. Programming experience and training in one or more platforms and languages.
  4. Demonstrated excellent teaching, communicating and writing skills.
  5. Demonstrated ability to work well with people, to organize workloads, to handle difficult problems, to work well under stress and to develop complex plans and strategies.
  6. High level of leadership, motivation, initiative, independence and responsibility
  7. Ability to work well with minimal supervision.

OTHER DESIRABLE QUALIFICATIONS/SKILLS

  1. Training and development in supervisory skills and management methodologies
  2. Experience with computer hardware repair.

Date Created: 11/1/98