BUSINESS TECH SUPPORT-ADVANCED - 04022024- 56641

Job Information
Opening Date/Time

04/02/2024 12:00AM Central Time

Closing Date/Time

04/15/2024 11:59PM Central Time

Salary (Monthly)

$4,975.00 - $7,458.00

Salary (Annually)

$59,700.00 - $89,496.00

Job Type

Full-Time

City, State Location

Chattanooga, TN

Department

Health

State of Tennessee Job Information
LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF HEALTH, LOCAL HEALTH DIVISION, HAMILTON COUNTY
Qualifications
Education and Experience:

Graduation from an accredited college or university with a bachelor's degree and two year of experience in any one of the areas listed (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other related system operations problems for computer system hardware or software; or (2) the strategic planning of hardware or software components; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems.
Substitution of a Specific Associates Degree for the Required Bachelor's degree:

An Information Technology Associate's degree may be substituted for the required Bachelor's degree.
Substitution of Experience for Education:

Experience in one of the following areas may substitute for the required education on a year-for-year basis to a maximum of four years: (1) the resolution of data manipulation errors, the maintenance of computer hardware, or the correction of other related system operations problems for computer system hardware or software; or (2) the strategic planning of hardware or software components; or (3) applications programming, or (4) the systematic analysis of user and systems requirements for computer or information systems; or (5) the training or instruction of individuals in systems analysis, applications programming, or proper utilization and implementation of hardware or software systems components within computer or information systems.
OR

Substitution of Graduate Coursework for the Required Experience:

Any graduate coursework in management information systems, business data processing, business systems analysis, computer and information systems, or computer accounting may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master's degree in the above fields is equivalent to one year of experience.)

Necessary Special Qualifications:

None.

Examination Method:

Education and Experience,100%, for Preferred Service positions.

Summary
Summary:

Under direct supervision, is independently and within a team environment responsible for communicating with business users to determine business needs and ensure those needs are fulfilled by technical staff, performing related tasks on a daily basis as required.

Distinguishing Features:

An incumbent in this class performs work independently and within a team environment. This class differs from the Business Technical Support-Lead in that the incumbent of the latter leads or supervises a team to implement software and hardware configurations for new and existing agency needs.
Responsibilities
Repairing and Maintaining Electronic Equipment:

Repairs and maintains specialized equipment by assembling/disassembling equipment and identifying and replacing errant components.
Evaluate multiple hardware instances for the need to enhance/upgrade components for non-standard equipment and software, including memory, hard drive, etc.
Provides telecommunications support.
Interacting With Computers:

Configure software and hardware implementations for new and existing agency applications.
Creates and deploys agency-specific images for devices.
Configures and deploys non-standard (specialized) printers.
Connects video conferencing and audiovisual devices and resolves any issues.
Create media production.
Getting Information:

Confer with customers by telephone, e-mail, or in person in order to provide assistance with Information Technology products and services to support the customer in completing job duties.
Reviews multiple logs (security, users, performance, etc.) and monitors systems activity to determine and help resolve issues.
Gain analytical and technical experience in IT applications support and business knowledge in one or more areas of the organization.
Making Decisions and Solving Problems:

Respond to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
Identifies appropriate agency specific technical solutions to resolve business needs.
Supports mobile devices to identify and resolve issues related to agency applications.
Independently provides customer support and technical resolutions via hands-on, e-mail, remote access tools, and other electronic medium.
Tracks and maintains communication with the customer from the beginning to the end of any established issue or concern.
Updating and Using Relevant Knowledge:

Independently uses various methods to perform research utilizing industry best practices to enhance current skillset and successfully perform the duties and responsibilities of this role.
Communicating with Supervisors, Peers, or Subordinates:

Communicate effectively by keeping supervisor informed of issues affecting performance.
Communicate on a regular basis with coworkers/team to share knowledge.
Maintain good working relationship with managers, peers, and the customer served.
Communicate effectively in written form, by email, by phone or in person.
Documenting/Recording Information:

Maintains knowledge base of issue resolution to be used by IT peers to help solve problems.
Create resource, reference and instruction materials for technical and end-user training.
Creates procedural documentation associated with daily IT operations.
Interpreting the Meaning of Information for Others:

Interpret technical documentation and solutions to customers.
Communicating with Persons Outside the Organization:

Communicate effectively with outside vendors while representing the state in a professional manner.
Training and Teaching Others:

Conducts or assists with customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
Instruct technical team members on the proper methods of managing agency-specific applications.
Conducts or assists with product demonstrations to potential customers.
Performing Administrative Activities:

Utilize a problem resolution system to track requests in order to perform trend analysis and performance metrics for reporting purposes.
Identifies and analyzes equipment for hardware replacement project.
Creates, performs, and tests local backup procedures for agency data on an annual basis to ensure data integrity.
Develop standards for granting access to agency applications for systems and security levels. May serve as a liaison to the OIR security team.
Performing General Physical Activities:

Lifting, bending, standing, sitting, walking and talking for substantial periods of time.
Thinking Creatively:

Share new technology and ideas with team and customers to provide better solutions for business process improvement.
Developing Objectives and Strategies:

Utilizes knowledge gained in the business area to propose technical solutions to support the agency's strategic goals.
Evaluating Information to Determine Compliance with Standards:

Identifies any violations to the state's policies and recommends appropriate actions to supervisor.
Competencies
Competencies:

Problem Solving
Approachability
Business Acumen
Dealing with Ambiguity
Functional/Technical Competency
Learning on the Fly
Technical Learning
Customer Focus
Time Management
Written Communications
Knowledge:

Knowledge of Business and Management Principles
Knowledge of Office Automation
Knowledge of Principles of Customer Relationship Management
Knowledge of Application Design (Knowledge/Understanding, Structure, Process Flow, etc.)
Knowledge of Instructional Design Methodologies
Knowledge of Adult Learning Principles
Knowledge of Methods for Curriculum and Training
Knowledge of Common E-Learning Development Software
Knowledge of Learning Management Systems and Standards
Knowledge of Business Applications Security
Knowledge of Business Application Processes
Knowledge of Remote Assistance Software
Knowledge of Hardware Components Integration
Knowledge of Hardware and Software Installation
Knowledge of Installing Software Images
Knowledge of Networking Principles
Knowledge of Relational Databases
Knowledge of Application Reporting Tools
Knowledge of Client-Based Application Installation
Knowledge of Web-Based Application Installation
Knowledge of PC Operating Systems
Knowledge of Project Management Principles
Knowledge of Audio/Visual Equipment Setup and Troubleshooting
Knowledge of Web Cameras Setup and Troubleshooting
Knowledge of Web Conferencing Packages
Knowledge of Mathematics
Knowledge of Statistics
Knowledge of Telecommunications and Devices
Skills:

Presentation Skills
Training Skills
Communication Skills
Analytic and Diagnostic Hardware Skills
Analytic and Diagnostic Client-Based Software Skills
Analytic and Diagnostic Web-Based Software
Escalate or Resolve Issues
Analytical Thinking Skills
Aptitude to Perform Application Administration and Support
Proficient with Editing Multimedia Content
Active Listening
Critical Thinking
Reading Comprehension
Public Speaking
Good Writing Skills
Social Skills (Negotiation, Persuasion, Mediation, Social Perceptiveness)
Determine Tools and Equipment needed to do a Job
Basic Understanding of Programming
Judgment and Decision Making Skills
Systems Analysis Skills
Time Management Skills
Abilities:

Ability to Train Others
Ability to Travel
Ability to Deal with Frequent Changes
Installing and Configuring Software
Installing and Configuring Hardware
Ability to lift up to 50 lbs.
Ability to Comprehend, Retain, and Apply Newly Introduced Skills
Reasoning (Deductive and Inductive)
Ability to Perform Trend Analysis
Fluency of Ideas
Thinking Skills (Logical and Creative)
Problem Sensitivity
Ability to Focus
Ability to Shift Back and Forth between two or More Activities
Dynamic Flexibility (Bend, Stretch, Twist, etc.)
Fulfill Physical Demands Related to Specified Tasks for Substantial Periods of Time
Tools & Equipment
Personal Computer
Telephone
Fax Machine
Printer
TN Driver Standards
State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:
A valid driver's license
For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.
Please include your Driver's License Information under the Licenses and Certifications section of your application.
**Agencies may allow an exception based on other factors.

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