Page 1 of 2 Information Technology Services Technology Support Technician
Functional Contributing Journey Advanced
Works independently on routine /non- Ability to organize and follow complex and/or Leads ad hoc work groups to analyze
Planning and complex tasks. detailed technical procedures. problems, develop solutions, and
Organizing communicate solutions effectively.
Monitors progress against defined Works independently and performs job with
parameters. minimal supervision. Identifies need for training in new technology
or for reoccurring problems, either technical or
Serves as a productive project team Manages technical projects involving own work May lead projects that require directing the
Project Management member by completing assigned and under minimal supervision. work of others and with some latitude on
routine tasks actions or decisions. May manage timelines
May serve as a project team member and make and resources, and may lead implementation
recommendations for routine problem solutions. efforts to completion.
May serve on a project team as an expert in a
specialty area or work.
Basic knowledge of technology Working knowledge as demonstrated by an Advanced knowledge as demonstrated by an
Technical principles and terminology associated understanding and use of the general principles, in-depth understanding and use of general
Knowledge with the work unit. theories and practices pertinent to area of principles, theories and practices pertinent to
responsibility. the area of responsibility.
Understanding of basic
troubleshooting techniques and Ability to apply a broad working knowledge in a Serves as a technical expert in a specialty
principles. specialty area within a work unit. area.
May serve as a mentor to contributing Serves as technical resource for other
technician(s). technicians, inclusive of training.
Technical Solution May serve as a technical resource for Documents solutions that solve routine client Exhibits knowledge of other work specialties
Development basic solutions to clients problems and clearly presents these solutions and the ability to integrate this knowledge to
or resolves problems. develop and communicate solutions.
Resolves routine problems within work area. Guides journey level technician with technical
Identifies and understands reoccurring
problems and recommends solutions. Resolves complex problem within a work
Page 2 of 2 Information Technology Services Technology Support Technician
Functional Contributing Journey Advanced
Technical Support Capable of resolving routine problems Independently resolves routine and some non- Able to identify trends and make suggestions
based on existing routine problems through standard for technical modifications to prevent future
documentation/training/resources. troubleshooting procedures. Able to perform problems.
routine diagnostics and/ or configurations on
Ability to solicit relevant information from assigned software and/or hardware according to Able to make decisions based on weighing
client in order to sufficiently describe standard operating procedures. options and consequences.
non-routine problems to technical
expert, and effectively communicate Demonstrates ability to document solutions Knowledge of other work specialties and the
solution to client. that solve client problems and to clearly ability to integrate this knowledge to develop
present these solutions. and communicate solutions.
Works with clients to identify basic
issues and recommends solutions. Knowledge of other work specialties and ability
to integrate in identifying problems and/or
Ability to identify technical specialty solutions.
areas and to escalate problems
appropriately for rapid resolution. Ability to determine appropriate solution through
in-depth analytical process.
Consultancy Skills Determines client needs and Consults with clients and higher-level analysts Consults with clients and higher-level
effectively communicates back to to resolve technical problems specialists and analysts to resolve advanced
technical experts. technical problems and ensure customer