Information Technology Technician

INFORMATION TECHNOLOGY TECHNICIAN
Career Path Description

Distinguishing Characteristics: Information Technology Technician

Positions in the Information Technology Technician career path perform a broad range of work assignments in general support of technology applications in instructional and administrative work settings.

At the Intermediate Proficiency Level work is generally associated with configuration of software; work station set-up and on-going support; and troubleshooting and problem solving user-generated issues.

Functional working knowledge of specialty area used in performing a more narrowly defined scope of work (i.e., department level). Capable of integrating skills and knowledge from other specialties within the intermediate proficiency level. Applies principles and uses reasoning and logic to analyze problems, explore alternatives and implement the appropriate solution. This is "adaptive" work. Competent at interpreting and communicating information, ideas and instructions to technical and non-technical users. Sensitivity to other people's points of view. Work is subject to procedures and practices covered by policies and precedents. Employees set own work schedules from prescribed responsibilities. Work is regularly completed under the pressure of timelines and deadlines in a multi-tasking environment.

At the Advanced Proficiency Level work is generally associated with more technologically advanced work requiring the application of higher levels of critical thinking and problem solving; the application of skills within a broader context where the work results effect larger number of system users; and greater accountability for the overall efficiency of technology-based services used by others.

Advanced and comprehensive knowledge of specialty area that encompasses work responsibility for campus-wide systems, programs or services. Capable of substantial integration of tasks from other specialties to achieve expected results. Understands problems from a broad, interactive perspective. Is able to develop and implement information in new ways. This is "uncharted" work. Demonstrates expertise using consensus building techniques to build understanding and cooperation to expedite work and achieve results where divergent opinions exist. Work is subject to general direction with limited supervision during work progress. Employees may deviate from established procedures as long as end result meets standards of work acceptability. Review of work results usually occurs at the completion of tasks.

Technology Group Competency/Proficiency Matrix

Distinguishing Knowledge, Skills and Abilities: Information Technology Technician

Technical Know-How
2-90 Principles of troubleshooting and analysis.
2-120 Operational reference materials and technical documentation and their use in installing, configuring, using and/or troubleshooting.
Intermediate Proficiency 3-105 Software/hardware applications (tools) pertinent to educational settings (workshop and/or one-on-one instruction).
Advanced Proficiency 3-55 College's established administrative and/or network systems and their interrelationships (or aptitude to acquire).
3-115 Instructional techniques used in adult learning and technology-based learning work environments.
4-05 College technical goals impacting work areas, with a sense of future needs.
Critical thinking / Problem Solving
Intermediate Proficiency 2-160 Respond to requests arising from changing customer needs associated with technology applications in the workplace.
2-165 Comprehending users' written and oral requests: facilitating problem solving by synthesizing actual technical issues from uers' perception and descriptions.
2-230 Apply principles of troubleshooting to solve computer and/or electronic operational problems of increasing complexity, scope and impact.
new Document procedures within a narrower scope of work responsibility based on practices and procedures covered by standard practices, precedents or well-defined policy.
Advanced Proficiency 3-205 Produce reports, (using reporting tools to select, sort, format and layout) to fulfull user requests and mandates from the College and/or external agencies.
3-220 Apply principles of troubleshooting to solve complex problems, (multiple devices/vendors, network and internet connections and protocols); use of technological tools to facilitate troubleshooting processes.
3-260 Identify and resolve problems arising from technology changes in the workplace, as they affect customer needs.
new

Document procedures for practices that flow across the entire campus and are subject to more interpretation and application of broad policy.
Accountability 
Intermediate Proficiency new Major job effect is on results within a departmental, or reasonably compartmentalized, scope of operation in relation to the overall mission of the College.
2-145 Organized, plan, schedule and monitor workloads and task-completion of hourly staff and student employees, in response to peak use of facilities and the "skill fit" of employees.
3-155 Plan and direct the work of subordinates, including the implementation of operational policies and procedures.
Advanced Proficiency 4-40 Make critical decisions based on independent judgement as to the most technically and fiscally viable alternatives. 
Interpersonal Communications
Intermediate Proficiency new Communicate with people within a more narrowly defined scope of work and responsibility (i.e., department level).
2-265 Communicating technical information (both written and oral) with people possessing varying levels of technical knowledge and skills.
2-285 Effective listening and question posing techniques to determine source of problem.
Advanced Proficiency new Communicate with campus-wide constituency that represent more diverse perspectives and interests.
3-340 Work effectively in a team setting to arrive at consensus, accepting responsibility for the work of the team and communicating before taking action that could disrupt functionality.
Workplace Awareness
Intermediate Proficiency 3-320 Working cooperatively with others in work "pressure" settings, characterized by frequently changing work priorities, multi-task workflow, open-ended assignments and detailed work, requiring a high degree of accuracy.
Advanced Proficiency 3-335 Anticipating and preparing for workload associated with mission-critical, recurring events, such as the onset and conclusion of College academic terms, session breaks, payroll and related reporting deadlines, etc.