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Worksunder moderatesupervision ,referringquestionablesituationstosupervisor.  #&%%&#7%&4) !  5  6S!g  7 6Ԁ#&%7# X#nX%&Intermediatelevel#&%XX#n# :Servesasasourceoftechnicalassistanceandsupporttotheusercommunityfordata,voice,& B  videohardwareorsoftware.Respondstocallsforbreak/fix,moving/relocating,andnewsetups.Performs semi v! complex, relativelyvariedtasks.&%%&Ina clearlydefinedenvironment ,#&%%&#&%%&isresponsibleformakinga valueadded  R " contributionintheresolutionofproblemsby searchingforsolutionswithinanareaoflearned things#&%%&r#toaccomplish .!# crisismanagement,eitherassistingtheusertofixtheproblem,orforwardstheproblemtoappropriate_UIS_Ԁpersonnel.&%%&Worksunder moderatesupervision ,referringquestionablesituationstosupervisor.#&%%&#@&b%%& " % #&%%@&b#7%&4V !  5  6!2  7 6MԀ #&%7#Advancedlevel7%& :#&%7r#Performs complex, intricatetaskandprocessesrequiringa sufficiencyofknowledgeandskills to $>"' providetechnicalassistanceandsupporttotheusercommunityfordata,voice,&videohardwareorsoftware.Ina clearlydefined environment,incumbentmustuse analytical,interpretive,orevaluativethinking tomakea value  J&#)  added contributionintheresolutionofproblems.Performscrisismanagement,eitherassistingtheusertofixthe &'$* problem,orforwardstheproblemtoappropriate_UIS_Ԁpersonnel.@&b%%&#&%%@&b#Receives periodicdirection fromsupervisor.@&b%%&#&%%@&b #May (%+ functionasateamleader. (&,  X#nX%&C.OrganizationalCharacteristics:#&%XX#n "# %&Pleaseattachorganizationalchart.#&%s"# *f(- *e0dd(#dd (#0X%X%e,(#dd +   +R). OrganizationalUnit:  ,)/ ReportingResponsibilities:  z-"+0 SupervisoryResponsibilities: .,1   /-1 ?2: ?X  X ?  X#nX%&D.Principal_Accountabilities_: #&%XX#n$#Selectonlythosedutieswhichdirectlyapplytothepositionyouaredescribing.   Youmayexpandondutystatementsforclarity.Youmayadddutieswhicharenotlisted,butwhichyoufeelareimportant .X#nX%&Ԁ#&%XX#n%#%&Indicatepercentageofeffort(time)required.Percentagesmustequal100%.Youmustcheckwhetheranaccountability  isEssential(E)orNonEssential(NE)forAmericanswithDisabilitiesActpurposes.Pleasecheckwhethertaskisperformed(D)_aily_,(W)_eekly_,(M)_onthly_Ԁorona(P)_eriodic_Ԁbasis.#&%<&# z *e0dd(#dd (#0X%X%e,dd ,'dd ,1dd +  !0 M@ !4uhe!  5  6K)!_)esol  7he6z) 1. (%)  4s !  5  6)! *  7 6%*E4t !  5  6|*!*  7 |*NE <2)eX^dd0 < ProblemDiagnosisandResolution 2!  2 '  '4 !  5  6+!+  7 +D4K !  5  6A,!U,  7 1p,W4O !  5  6,!,  7 ,M4X Y !  5  6K-!_-  7 z-P    Troubleshoot,diagnoseandfixdesktophardwareandsoftwareproblems,thisisinclusiveofdata,voice,&video.Assesscriticalnatureofproblemandemployemergencymeasuresasneeded.Ifnecessary,referproblemtootherappropriate_UIS_Ԁpersonnelforresolution.Openandtrackaservicerequest.        4\ !  5  6h/!|/  7 /D4Y !  5  6/!0  7 10W4Z !  5  6r0!0  7 0M4[ Y !  5  60! 1  7 &1P     Analyzetroublecalls,andprovideprobablecausetheoriestoenable_UIS_Ԁtoprovidemoretrouble-freeservice.Analyzesstatisticaldataandgeneratesreportsbasedonfiguresfromcallingpatterns,troubleticketfrequency,softwarelicenses,softwarefees,andICresourcedistribution.Makesneedspredictionsbasedontheseanalyses.  qd    yl 4c !  5  653!I3  7 d3D4` !  5  63!3  7 13W4a !  5  6?4!S4  7 n4M4b Y !  5  64!4  7 4P   Manageaccesstocomputersystemssuchaselectronicmailandhigh-speednetworkensuringbothefficientresolutionofaccessproblemsandsecurityonUniversitysystemsbyenforcingrelatedpoliciesandprocedures      4 !  5  6d6!x6  7 6D4 !  5  66!6  7 17W4 !  5  6n7!7  7 7M4 Y !  5  67!8  7 "8P   Providehigh-endassistanceandtroubleshootingforsupportedsoftwarepackagesincludingproductivitysuite,networkconnectivity,Internetutilities,webbrowser,electronicmailpackagesandcurrentMac/PCoperatingsystemutilities.      4 !  5  69!9  7 9D4 !  5  6/:!C:  7 1^:W4 !  5  6:!:  7 :M4 Y !  5  69;!M;  7 h;P   Supportandtroubleshoot_Resnet_Ԁprogramsupporting2000+studentnetworkconnectionsinresidencehalls.      4E !  5  6<!<  7 <D4F !  5  6=!$=  7 1?=W4G !  5  6=!=  7 =M4M Y !  5  6>!.>  7 I>P  YL  Responsibleforresolutionof80%ormoreonreportedtroubles.  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Supportupgradesformission-criticalsystems,suchaselectronicmail,wordprocessing,oroperatingsystemsbyprovidingformaltrainingeitherinaclassroomoronsite,byupgradingsoftware,andbywritingdocumentation.  #!1   $"1 4 !  5  6M!+M  7 FMD4 !  5  6M!M  7 1MW4 !  5  6!N!5N  7 PNM4 Y !  5  6N!N  7 NP  U%H#2 ProvideappropriateandaccuratereferralsforproblemswithnonUISsupportedsoftware.  -& $4   5'(%4 4 !  5  6O!O  7 OD4 !  5  6UP!iP  7 1PW4 !  5  6P!P  7 QM4 Y !  5  6_Q!sQ  7 QP +'%5 +Coordinate,delegateandprovidefollowupforservicerequestsfromusersrequiringnon_UIS_Ԁtechnologysupportproviderassistanceincludingbutnotlimitedto_Lauinger_ԀLibrary,AudioVisualDepartment,OfficeoftheRegistrar. /0I)<'8 / /I)<'8 /4} !  5  6S!S  7 6S 3. (%) *(9 4R !  5  6TT!hT  7 6TE4S !  5  6T!T  7 | UNE <2)i,\*;-0 <X#nX%& OtherRelatedDutiesmayinclude: #&%XX#nU# +!*(< +  +)< 4 !  5  6oV!V  7 VD4~ !  5  6V!W  7 1#WW4 !  5  6yW!W  7 WM4 Y !  5  6W!X  7 -XP  5,(*= Analyzesstatisticaldataandgeneratesreportsbasedonfiguresfromcallingpatterns,troubleticketfrequency,softwarelicenses,softwarefees,andICresourcedistribution.Makesneedspredictionsbasedontheseanalyses.  -+@   .,@ 4 !  5  6Y!Y  7 YD4 !  5  6;Z!OZ  7 1jZW4 !  5  6Z!Z  7 ZM4 Y !  5  6E[!Y[  7 t[P  Q/D-A CoordinatesGeorgetownUniversitytelephonedirectory:compilesallinformationfordirectory.  )0.C     4&!  5  6y\!\  7\D4 !  5  6\!]  7 1-]W4 !  5  6]!]  7 ]M4  Y !  5  6^!^  7 7^P  qd   qd  0 yl 4 !  5  6^!^  7 _D4 !  5  6^_!r_  7 1_W4 !  5  6_!_  7 `M4 Y !  5  6h`!|`  7 `P +00 + +00 +4B!  5  6Ba!Va  76qa 4. (%) I< 4T !  5  6a!a  7 6bE4U !  5  6nb!b  7 |bNE ?02)  >"0 ? +!I<0 +  QD 4ԋ!  5  6uc!c  7cD4 !  5  6c!d  7 1)dW4 !  5  6d!d  7 dM4 Y !  5  6e!e  7 3eP            4ԋ!  5  6e!e  7eD4 !  5  6Sf!gf  7 1fW4 !  5  6f!f  7 gM4 Y !  5  6]g!qg  7 gP  !   !    X#nX%&#&%XX#nh#X#nX%&E.Dimensions:#&%XX#nUh#     *I0Jdddd 'dd '1dd 10X%X%,A dd ,m dd ,z dd +     NumberofPersonsSupervised: 'e X  'Direct: $e X  $Indirect:  e X  NumberofStudentsSupervised: '  'Direct: $  $Indirect:     Leadership: Checkthemostdescriptivestatementforthejobasawhole.   *$0%ddA dd A m dd m z dd z I0JX%X%,(#dd +     46 !  5  6 l!!l  7 6 !  5  6Ks!_s  7 6zs6)  Notapplicabletothisposition.   ComplexityofWork: Checkthemostdescriptivestatement  *e0dd(#dd (#$0%X%X%e,(#dd +     4 !  5  6u!"u  7 6=u1)0  Routine:Primarilydealsinonesingularlydirectedfunctionalarea.Awarenessofrelatedareasisnot ! significant. %% 4 !  5  6>v!Rv  7 6mv2)0  Semicomplex:Requiressomeintegrationofdifferentbutrelativelysimilarbodiesofknowledgeand/or # functions.Someanalyticalabilitybecomesprevalent. %% 4 !  5  6w!w  7 6w3)0  Complex:Functionsdiffersignificantlyfromeachotheroramajorfunctionisbroadandrequiresintegration ]P% ofdifferingcomplicatedbodiesofknowledge.Analyticalabilityisclearlyrequired. %% 4 !  5  6y!+y  7 6Fy4)0  VeryComplex:Involvescomplicatedbodiesofknowledge/functionsthatdiffersubstantiallyfromeachother.# '%% # FreedomofAction: Checkthemostdescriptivestatement ' *e0dd(#dd (#0X%X%e,(#dd +   ( 4 !  5  6<{!P{  7 6k{1)0  GeneralSupervision:Proceedsonregulartasks,referringquestionablesituationstosupervisor.U H)%% 4 !  5  6L|!`|  7 6{|2)0  VeryGeneralSupervision:Resolvesmostquestions,accomplishesmosttaskswithoutguidance.-! *%% 4 !  5  6X}!l}  7 6}3)0  LittleGuidance:Performscomplexfunctions,establishespriorities,resolvesissues,rarelyreferstosupervisor."+%% 4 !  5  6z~!~  7 6~4)0  Plans,develops,andimplementsfunctions/projectsforfunctionalunit(s)orteam(s)." ,%% 4 !  5  6!  7 65)0  Other(explain):#!-%% Ѐ0  #$".%% # Impact: Checkthemostdescriptivestatement %#. *e0dd(#dd (#0X%X%e,(#dd +   q&d$/ 4 !  5  6]!q  7 61)  Decisionscouldpositivelyornegativelyaffecttheimmediatework,individualuserorgroupofusers. &$0 4 !  5  6i!}  7 62)  Decisionscouldpositivelyornegativelyaffectalargegroupofusers,entiredepartment,ornetworked '%1  '%1   systems.4 !  5  6!҃  7 63)  Decisionscouldpositivelyornegativelyaffectmultipledepartments. ])P'3 4 !  5  6!  7 6؄4)0  Other(explain):5*((4%%   +)5   M0@.: Interactions: Checkthemostdescriptivestatementanddescribecontacts    ,*6 *e0dd(#dd (#0X%X%e,(#dd +    4 !  5  6ن!  7 61)0  Exchangebasicinformationandnormallyrequiresordinarycourtesyandeffectivenessininformingothers.M@%% 4 !  5  6!  7 6!2)0  Exchangeandinterpretinformationrequiringunderstandingtoinfluenceothers.%%% 4 !  5  6!  7 6 3)0  Exchange,analyze,andinterpretinformationrequiringvariousapproachestoinfluenceothers.%% Describethepeoplewithwhomthispositionhasregularcontact.IdentifylevelandtitleofGUpositionsordescribepersonsoutsideGU: x  FiscalResponsibility:   *e0dd(#dd (#0X%X%e,(#dd +   i \ Budgetresponsibilities(creationordisposition)orsalarydollars:     Capitalinventoryaffected:     PhysicalWorkingConditions: Describephysicalenvironment,lifting,walking,fumes,odors,etc.   *e0dd(#dd (#0X%X%e,(#dd +          X#nX%&F.MinimumQualifications: #&%XX#nS#  *e+0-dd(#dd (#0X%X%e,(#dd +    AcademicLevel: 4. !  5  6!  7 > HighSchool t 4/ !  5  6/!C  7 ^^College $ 41 f!  5  6̏!  7 Bachelors , 42 ,!  5  6h!|  7 Masters  43 !  5  6!  7 V1Doctorate M@ DegreeProgram(list):  % PracticalExperienceinYears:Checkappropriateboxandfillintypeofexperiencerequired.  45!  5  6R!f  76Ԁ1)  Entrylevel:1yearworkexperiencein... i\ 4!  5  6#!7  76RԀ2)  Intermediatelevel:23yearsworkexperiencein... A4 4!  5  6!  7d,3)  Advancedlevel4+yearsworkexperiencein...    TechnicalQualificationsorSpecializedCertification:  ]P OtherSkills:    X#nX%&G.AdditionalInformationAboutthisPosition: #&%XX#nG#  %&Supplementaryinformationasapplicable.Listresponsibilitiesthathavechangedsincethelastpositiondescriptionwasdone,or t reasoningbehindcreatinganewposition.Listallspecialskillsrequired,characterizedasmandatoryordesired.#&%ݕ# G : *e0dd(#dd (#+0-X%X%e,(#dd +    !  #!# X#nX%& H.Signatures: #&%XX#n# %#$ *e0dd(#dd (#0X%X%e,(#dd +   &$% Incumbent:  )'%& Supervisor:  (&' Dept.HeadorAuthorizing: *'(    %&1/2000#&%#  +(( X#nX%&  AttachOrganizationalChart #&%XX#n#