5118 Technology Support Specialist-Facilities Management

POSITION IDENTIFICATION

TITLE Technology Support Specialist-Facilities Management

CLASSIFICATION NUMBER 5118

GRADE 33

CLASSIFICATION Nonexempt

IMMEDIATE SUPERVISOR Administrative Coordinator

GENERAL FUNCTION

The Technology Support Specialist-Facilities Management facilitates the effective use of various information management systems and technologies used within the Facilities Management department by providing system administration, technical support, trouble-shooting, process documentation, training, and customer service. The Technology Support Specialist-Facilities Management works with the Administrative Coordinator and other Facilities Management staff to plan future equipment and process needs, coordinates with Computer Services, and assists the Director of Facilities Management in planning and evaluating on-going technology and integration needs. The Technology Support Specialist-Facilities Management maintains web pages, assists with data security, and provides hardware and software support.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education/Experience:  A Bachelor’s degree or an equivalent combination of education and the specified experience as outlined in the Job Family 3 Knowledge Equivalencies Chart, https://www.missouristate.edu/human/job-family-3-knowledge-equivalencies-chart.htm.  One year of experience installing and supporting a wide range of computer hardware, peripherals, and software is required.  Supervisory experience is preferred.  Experience working in a help desk or customer service environment is preferred.

Skills: Excellent technical aptitude in the areas of computers and related peripherals is required.  A basic understanding of network topologies, file server administration, computer-based application software, and computer-related diagnostic techniques is required. Effective verbal and written communication skills are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required. The ability to work independently, manage multiple concurrent tasks and work with people possessing differing levels of technical knowledge is required. Competency in the use of query and report-writing tools, database applications, and website management is preferred.  The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: Must be able to lift and carry equipment up to 50 pounds, have sufficient mobility to connect cables that may require working under desks or using ladders. Visual acuity sufficient to install and repair computers and peripherals is required.

Other: The scope of the position requires responding to emergencies or other unforeseen situations around-the-clock.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supports the effective operation of Facilities Management systems and technology resources by providing exemplary customer service through problem determination and resolution, and providing related training and documentation.

2.. Assists in developing a long-range plan for replacement of equipment and systems.  This includes providing and reviewing specifications, estimates, and quotes.3. Maximizes performance by analyzing and identifying process and workflow tasks that can be streamlined by applying automated information management solutions.

4. Ensures the success of the systems providing services to the various departmental units by maintaining key relationships between the department, outside vendors, and Computer Services.  This includes assisting with the coordination of the interface between departmental application and university-wide applications.

5. Evaluates and facilitates new technology resources by understanding the functions of the department, analyzing current processes, advising appropriate alternatives to meet process needs, and assisting with the purchase and implementation of new information systems introduced within the department.

6. Manages and disseminates data via query and report development. Develops and maintains documentation related to systems, custom queries, and other technology resources.7. Develops and maintains departmental and division web pages and web applications.

8. Maintains an understanding of both University security policies and external regulations that govern the disclosure of information and ensures data contained within the Facilities Management information systems are secure by developing and implementing appropriate procedures and protocols to ensure the integrity and security of data, systems, and infrastructure.

9. Provides support services to the Facilities Management departmental staff by installing, configuring, maintaining, and supporting computer-related hardware, operating systems, and application software.  May assist with Division technology projects and/or support.10. Ensures that Facilities Management staff is appropriately trained and able to operate the various information management assets as required by providing consultation and in-service training as needed.

11. Participates regularly in meeting with campus User Support Specialists, maintaining communications and discussing issues affecting campus support such as procurement, implementation, problem determination and resolution, training, and the development of computing standards.

12. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

13. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by the Administrative Coordinator.

14. Contributes to the overall success of Facilities Management by performing other duties as assigned by the Administrative Coordinator.

SUPERVISION

The Technology Support Specialist-Facilities Management is supervised by the Administrative Coordinator and may supervise student workers.

OFFICE OF HUMAN RESOURCES

REVISED SEPTEMBER 2021

JOB FAMILY 3

Factor 1: Educational/Experience Requirements of the Job

Level 6.0 - 1182 Points: A combination of education and experience equivalent to a Level 6 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Supervisory Responsibility

Level 2.0 - 598 Points: Irregular but occasional responsibility to direct the work of student workers and/or temporary or part-time workers. At this level are jobs in which the incumbent may be asked to supervise small numbers of student workers, graduate assistants, or part-time employees, but the supervisory work is irregular or infrequent. The nature of supervision is largely confined to assigning tasks to others and does not include a full range of supervisory responsibilities.

Factor 3: Skill, Complexity, and Technical Mastery

Level 5.5 - 1750 Points: Skill, complexity, and technical mastery is somewhat above requirements for a level at 1600, but somewhat below the skill, complexity, and technical mastery requirements at level 1900.

Factor 4: Budgetary Control

Level 3.0 - 579 Points: Jobs at this level are responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.

Factor 5: Work Environment and Physical Demands

Level 2.0 - 50 Points: The work area is generally adequately lighted and ventilated, but may involve some discomfort such as the moderate noise from machines or occasional uncomfortable temperatures. The work may require some exertion such as frequent standing, considerable walking, frequent bending, kneeling, reaching, and stooping, and may include occasional lifting of moderately heavy objects. Work may require specific but common physical abilities.

Factor 6: Work Impact and Effect

Level 3.0 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.