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TECHNICAL SUPPORT SPECIALIST
03735
(Competitive)


DISTINGUISHING FEATURES OF THE CLASS

The work involves responsibility for supporting, maintaining, and coordinating Distance Learning Technology and events at the Central New York Regional Information Center (CNYRIC). An employee in this class will support and maintain the software environment and training at the center. Under administrative supervision, the work is performed with leeway for independent judgment and initiative to provide a quality experience for customers using the CNYRIC facilities. Supervision is not a function of this class. Does related work as required.

TYPICAL WORK ACTIVITIES

Supports and coordinates distance learning courses.
Coordinates events at the CNYRIC including video conferencing, satellite communications, phone conferencing, and local meetings.
Participates on the Distance Learning Advisory Committee.
Supports and maintains the Blackboard.com software environment which includes setting up courses for teachers and administrators, uploading class lists, administering upgrades, and maintaining a high level of communication between the CNYRIC and Blackboard.com helpdesk.
Assists in server maintenance where appropriate.
Serves as a member of the Blackboard team at the CNYRIC and the regional Blackboard Advisory Group.
Provides training to the end users in the CNYRIC and at other Districts.
Maintains and supports training and presentation facilities at the CNYRIC which includes imaging of computers in the labs, uploading appropriate software, and maintaining a mini network that will be used for system operator training.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of video conferencing and satellite communications.
Good knowledge of network operating systems such as Microsoft NT, Microsoft Office, Novell Netware, etc.
Good communication and organization skills.
Ability to administer a online software environment.
Ability to conduct research on current technologies and participate in specific application training.
Ability to train personnel in the methods of network equipment operations and in understanding software utilized.
Physical condition commensurate with the demands of the position.

MINIMUM QUALIFICATIONS

A) Graduation from a regionally accredited or New York State registered college or university with an Associates degree in Computer Science or closely related field and one (1) year of work experience or its part-time equivalent in software support and maintenance, software installation, and network support and maintenance; or,
B) Three (3) years of work experience or its part-time equivalent in software support and maintenance, software installation, and network support and maintenance; or,
C) An equivalent combination of training and experience as defined by the limits of (A) and (B) above.

Note - Certification in Microsoft Windows, Microsoft Office, Microsoft Windows NT, or Novell may be substituted for one (1) year of work experience.

Revised 5/01