Data Processing User Support Technician I, II - Kailua High

Hawaii State Department of Education•Kailua, HI

About The Position

The authorized level is Data Processing User Support Technician II; applications may be considered at the Technician I level if recruiting difficulties arise. The position provides user training and assistance with computer equipment, procedures, and departmental application programs. Training includes proprietary systems such as Financial Management System, Local School Accounting, Time & Attendance, eSIS, Form 7, and Casual Payroll, along with application installation and configuration, network and VPN connections, equipment startup and shutdown, keyboard operation, and system login procedures. The technician prepares training materials and provides updates when applications are released or upgraded. The position troubleshoots hardware and software issues, assists users, diagnoses processing interruptions, determines when to request service or refer problems to higher-level personnel, documents problems and resolutions, and participates in testing new software releases. It also answers user questions about application capabilities, suggests ways to meet departmental needs, and creates models, worksheets, electronic forms, data files, and basic programs such as ad hoc reports. Additional duties include installing and reinstalling hardware and software at work sites, coordinating training center activities, ordering supplies, maintaining inventory and training center equipment and servers, and tracking training center expenditures. Applicants must be able to lift and carry objects weighing up to 40 pounds without assistance.

Requirements

High school graduation with satisfactory completion of courses demonstrating knowledge of English grammar, spelling, and punctuation, or qualifying experience demonstrating English usage, comprehension and application of written instructions, and verbal skill. Qualifying experience may include continuous part-time or unpaid work.
Technician I: 1 year of general experience and 2 years of specialized experience, for 3 years total.
Technician II: 2 years of general experience and 2 years of specialized experience, for 4 years total.
General experience must demonstrate the ability to read and understand complex written materials such as rules, procedures, or policies, and to write simply and clearly.
Specialized experience must demonstrate effective use of personal computers, peripheral equipment, and a variety of applications such as word processing, electronic mail, spreadsheets, and database management.
Of the required two years of specialized experience, at least one year must involve assisting and advising users in resolving hardware and software problems, identifying types of problems, and resolving them through experience or by consulting or referring to manuals, vendors, or higher-level personnel.
For Technician II, at least one year must include preparing outlines, visual aids, and informational materials for group presentations, and interacting directly with people to speak to and provide technical instructions or information to groups.
Applicants must be able to lift and carry objects weighing up to 40 pounds unassisted.
Experience must be of sufficient scope and responsibility to demonstrate ability to perform the duties; simply possessing the required years does not establish qualification.
Required education and experience generally may not be gained concurrently unless specifically indicated. Part-time experience is prorated, and experience beyond 40 hours per week is not credited.

Responsibilities

Train and assist users on system equipment, procedures, and computer application programs.
Conduct hands-on training for departmental information systems, including application installation and configuration, network and VPN connections, equipment procedures, and system access.
Prepare training outlines, lesson plans, visual aids, exercises, and informational materials; provide updates for new releases and upgraded programs.
Troubleshoot hardware and software problems, assist users, diagnose processing interruptions, and take corrective action as appropriate.
Consult manuals, vendors, or higher-level data processing personnel as needed; determine whether to place a service call or refer a problem.
Document problems and resolutions for future reference.
Participate in testing new software releases, identify problems, and recommend solutions.
Monitor the effectiveness of training and reinforce training through continued contact with users.
Answer questions about software capabilities and suggest application operations to meet departmental needs.
Create models, worksheets, electronic forms, and data files to support financial, budgetary, and operational requirements; perform rudimentary programming, such as generating ad hoc reports.
Install and reinstall system hardware, software, and other PC-supported applications at work sites.
Schedule and coordinate training center activities, order supplies, maintain inventory and equipment, coordinate equipment maintenance and repair, maintain training center servers, and track expenditures.