Occ. Code 0815100
INFORMATION TECHNOLOGY ASSISTANT, GRADE 12
New York State Department of Civil Service
BRIEF DESCRIPTION OF CLASS
Information Technology Assistants are typically found in Information Technology organizations. They are assigned to units usually called "Help Desk," "User Support," or "Installation Services." Incumbents are the initial contact for information technology (IT) users seeking technical support or IT services. Information Technology Assistants answer general IT questions and resolve user requests for IT support concerning hardware, software, and agency specific IT programs, and refer cases that require further resolution to either higher level IT staff or consultants.
These positions exist in most State agencies and all positions are in the competitive class.
Non-supervisory; works independently in assisting users in the resolution of general IT questions and requests for IT support; manages, tracks, and follows up on IT related calls until problem resolution; may provide tutoring to users in operating equipment and systems and may help in training others; reports to an Information Technology Specialist 1, Grade 14; Information Technology Specialist 2, Grade 18; or higher level information technology position.
Information Processing Trainers are paraprofessional positions that modify training programs, including revising and developing curricula, and conduct courses to train a variety of employees to use software, E-mail, databases, agency specific programs, operating systems, hardware, and peripheral equipment.
Information Technology Specialists 1 and 2 perform a wide range of information technology related activities in such areas as Information Security, Web Site Administration, Office Automation, and Network Administration.
Information Technology Specialists 1 and 2 (Programming) perform or assist in performing technical activities related to writing instructions (code), application program development, program and system testing, and system maintenance and implementation.
Identifies user problems.
· Asks users a series of questions to identify problems.
· Uses on-line diagnostic software, manuals and problem tracking logs to determine malfunctions.
· Determines whether problems are caused by hardware, software, communication devices or operator error.
· Records problems in a manual or automated tracking log.
Resolves user problems.
· Talks users through appropriate tests or operating procedures.
· Instructs users on proper methods for data manipulation, software application or hardware operation.
· Uses manuals, tracking logs, diagnostic software or consults with peers to determine remedy.
· Refers problems that cannot be resolved to higher level IT staff, consultant, or a vendor.
Performs IT support activities.
· Follows up on problems referred to IT, other staff or vendors.
· Provides assistance to staff when problems occur with computer programs, systems, files, printers and output, job scheduling, procedures, parameters, etc.
· Assists in evaluating configurations, new computer products, and makes recommendations as appropriate.
· May develop and maintain static web content.
· Notifies users in writing, by E-mail or fax of system-wide problems or anticipated changes.
· Assigns, reassigns or maintains confidential user passwords.
· Prepares work-related reports and assists in conducting and reviewing trend analyses of problems to identify hardware and software deficiencies and the need to provide additional training for users.
· Maintains directories of users.
· Maintains library of vendor literature and inventory of hardware and software.
· May perform routine system and design documentation tasks.
· May perform routine installation, testing and maintenance of software and hardware.
One year of permanent competitive or 55 b/c service in a Grade 6 position and:
1. six college credits in computer or information science, OR
2. twenty-four hours of vendor training in Help Desk/User Support operations, OR
3. one year of satisfactory work experience in a Help Desk/User Support environment.
NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.