This is the first class in the Computer Network Support series. Positions are responsible for receiving calls from users and providing prompt and effective analysis to diagnose problems in system use and functioning in a computer installation supporting remote job entry stations. Positions provide guidance to the user to resolve the problem or coordinate among various technical resource personnel to facilitate rapid restoration of automated data processing capabilities. This class is distinguished from the Network Support Technician Senior by the latter's lead worker responsibilities.

Complexity of Work: Performs work of routine difficulty in receiving and analyzing problem calls from on-line users; may in addition receive calls from microcomputer users. Conducts structured telephone interviews to rule out various problem sources (for example, software, hardware, communications lines, modems, operator error, bad records). Guides the user through various tests, if appropriate, such as checking connections and modem box, powering up and down, running programs, and performing initial program loads (IPL's). Obtains and interprets error messages; obtains device type, address, and user's identifying information. Logs each call and maintains follow-up until resolution is achieved. Determines probable problem sources; contacts and provides complete information to responsible technical specialist within or outside the agency. May personally resolve some problems stemming from operator error, data communications, or minor hardware problems. Performs status checks periodically during the shift by using a monitor and checking modem box. May participate in the development and maintenance of support center procedures; may participate in the installation of hardware in order to gain hands-on knowledge of new equipment.

Supervision Given: Supervision is not a responsibility of this class. However, some positions may assist in training new Computer Network Support Technicians or assist Computer Operations Technicians in problem identification and resolution.

Supervision Received: Typically works under the general supervision of a Computer Operations Supervisor, computer systems engineer or other supervisory or managerial data processing position. May report in some agencies to a nontechnical administrator position.

Scope: Work affects all users of the agency's automated systems or its output and thus affects other processes and organizational units within the agency. May also affect organizations and individuals in the private sector and in other governmental agencies.

Impact of Actions: Positions have a significant impact on the quality of computing capabilities and services provided during the assigned shift by monitoring system status and by timely identification of the source of problems and referral to appropriate specialists for resolution.

Personal Contacts: Frequent internal contact with personnel throughout the agency to resolve problems in the use of agency systems and equipment; frequent external contact with vendors and others outside the agency to notify them of problems that they are responsible to resolve. May have frequent contacts with other governmental agencies and private businesses with on-line access.

Knowledge: Some knowledge of data processing operations, microcomputers, mainframe computer hardware configurations, data communications networks, control languages, and network monitoring software packages.

Skills: None identified for this class.

Abilities: Demonstrated ability to analyze and diagnose routine computer operations problems such as those encountered in production control or in the operation of a mainframe computer and peripherals; to maintain clear and concise problem logs; and to communicate effectively in speech and in writing with both technical and non-technical personnel.

QUALIFICATIONS GUIDE*

Licenses or Certification: None.

Education or Training: Graduation from high school and some post-secondary training in data processing operations.

Level and Type of Experience: Experience in operation of mainframe computers, production control, computer installation, or other experience in a mainframe computer operations environment.

An equivalent combination of training and experience indicating possession of the preceding knowledges and abilities may substitute for this education and experience.

This is a new class resulting from the Classification Review/Specification Update Project. It replaces the Computer Center Operations Specialist class.