State of Maryland

A Computer User Support Specialist I is the intermediate level of work responding to and coordinating the resolution of Help Desk calls from users of computer systems.  Employees in this classification do not supervise other positions.

Employees in this classification receive moderate supervision from higher-level data communications, data processing or information services staff.

Positions in this classification are evaluated by using the classification job evaluation methodology.  The use of this method involves comparing the assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work sections of the class specification.

The Computer User Support Specialist I and Computer User Support Specialist II are differentiated on the basis of degree of supervisory control exercised by the supervisor over these employees.  The Computer User Support Specialist I performs duties under close supervision at times and under general supervision at other times depending on the complexity of the specific duty being performed while the Computer User Support Specialist II performs the full range of duties and responsibilities under general supervision. 

Responds to Help Desk calls by asking users diagnostic questions to determine computer system problems;

Interprets users' responses to diagnostic questions and determines why users cannot access the computer system or utilize the application;

Assists users in accessing the computer by providing detailed instructions as contained in equipment manuals, systems manuals, applications manuals, user guides and other written guidelines;

Monitors status of on-line systems by reviewing status messages on a terminal;

Contacts the computer center and asks that communication lines be reset to enable users to access the system;

Contacts computer security to obtain clearances for users who cannot access the system because of password errors;

Notifies the telephone company, equipment vendors, programmers and technical support staff of programming and system failures;

Maintains records of Help Desk calls including user identification, nature of problems, resolutions and response times and system downtime;

May maintain records of inventory, network lines, users' accounts or security information including violations;

May provide on-site diagnosis, problem resolution and repairs for microcomputer hardware and software;

Performs other related duties.

Knowledge of the functions and capabilities of computer networks, systems and devices such as modems, routers, switches, digital service units, multiplexors, controllers, gateways, computer terminals and printers;

Knowledge of the data communication systems operations and procedures;

Knowledge of the functions and capabilities of microcomputer hardware and software;

Skill in interpreting system status messages and diagnosing system problems;

Skill in communicating over the telephone with users, in understanding the nature of user problems and in providing users clear instructions on how to resolve problems;

Skill in following instructions in technical manuals and procedural guidelines;

Skill in maintaining written records and logs;

Skill in operating a computer terminal keyboard;

Ability to establish and maintain effective working relationships with users, vendors, computer operators, programmers and technical support staff.

Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience assisting in the operation of multipurpose, multi-tasking computer systems to include operating computer equipment for maintaining information, or installing and maintaining data communications network lines and devices, or personal computer repair.

Notes:

1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing or maintaining information on a year-for-year basis for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Cyber and Information Systems classifications or Cyber and Information Systems specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

This is a Skilled Service classification in the State Personnel Management System.  All positions in this classification are Skilled Service positions.  Some positions in Skilled Service classifications may be designated Special Appointment in accordance with the State Personnel and Pensions Article, Section 6-405, Annotated Code of Maryland.

This classification is assigned to Bargaining Unit B, Administrative, Technical and Clerical classes.  As provided by the State Personnel and Pensions Article, Section 3-102, special appointment, temporary, contractual, supervisory, managerial and confidential employees are excluded from collective bargaining.  Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.

Employees in this classification are eligible to receive overtime compensation.  An employee who works more than the normal workweek is entitled to be compensated for that overtime, as provided by the State Personnel and Pensions      Article, Section 8-305.

This classification is one level in a Non-Competitive Promotion (NCP) series. NCP promotions are promotions by which employees may advance in grade and class level from trainee to full performance level in a classification series. In order to be non-competitively promoted to the next level in a NCP series, an employee must: 1) perform the main purpose of the class, as defined by the Nature of Work section of the class specification; 2) receive the type of supervision defined in the class specification and 3) meet the minimum qualifications of the classification.