This is the second class in the Computer Network Support series. Positions are assigned to a computer installation supporting remote job entry stations. Positions serve as the senior technical worker during the assigned shift in a computer network support center, train and guide Computer Network Support Technicians, and follow up on the more complex and critical problems to facilitate rapid restoration of network users' data processing capabilities. This class is distinguished from the Computer Network Support Technician by its responsibility to function as lead worker over positions in the latter class.

Complexity of Work: Performs work of moderate difficulty in leading an assigned shift in a computer operations unit that receives calls from the network user community and diagnoses problems in system use and functioning. Trains, assigns, and leads the work of lower level network technicians, assisting them with problems which they are unable to resolve. Follows up on critical cases, such as the unit's failure to function. Prepares special reports on major incidents and other topics as requested. Develops or participates in development of procedures. Approves scheduled down time of lines for preventive maintenance, notifying management and others who will be affected. May serve as backup to the supervisor. May assist new users in coming on line, providing them with information concerning the specific equipment that they will need to procure and testing the system when they come on line. May participate in delivery and installation of new hardware in order to gain hands-on knowledge of new equipment. Ensures that periodic checks of the status of programs, software packages, and communications controllers are performed during the shift; ensures that any faults or problems are resolved.

Supervision Given: Does not have full supervisory duties typically, but serves as lead worker over Computer Network Support Technicians. May also provide guidance to Computer Operations Technicians in identifying and solving problems.

Supervision Received: Typically works under the direction of a Computer Operations Supervisor or other supervisory or managerial data processing position. May report in some agencies to a non-technical administrator position.

Scope: Work affects the functioning of Computer Network Support Technicians and 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 guiding Computer Network Support Technicians, monitoring system status, and by rapid 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 use of agency systems and equipment; frequent external contact with vendors and others outside the agency to notify them of problems which they are responsible to resolve. May have frequent contacts with other governmental agencies and private businesses with on-line access.

Knowledge: Working 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 computer network problems by applying logical and timely troubleshooting techniques; to develop and maintain clear and concise problem and procedural documentation; to lead, train and guide others in their work; 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 troubleshooting computer network problems.

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

This class replaces the former Computer Center Operations specialist class as a result of the Classification Review/Specification Update Project.