Definition
Performs journey-level support for business, systems-dependent devices and applications; assists users with technical issues, supports field technology operations, maintains device inventories and lifecycle processes, and ensures technology components function correctly with enterprise systems; performs related work as required.
The work examples and competencies listed below are for illustrative purposes only and not intended to be the primary basis for position classification decisions.
Work Examples
Installs, configures, updates, and troubleshoots system-dependent devices, field equipment, and companion applications (e.g., MDTs, TraCS/MACH, digital evidence systems, classroom or remote-service technologies).
Performs imaging, deployment, replacement, and warranty/RMA processing for devices used with business systems; maintains equipment inventories and lifecycle records.
Provides advanced user support; resolves operational issues related to hardware, software, connectivity, VPN, or integrated applications; escalates system defects to higher-level staff.
Monitors devices, applications, and operational technology for performance, compliance, and readiness for system updates or releases.
Assists with testing new device configurations, application versions, or operational components supporting business system functionality.
Coordinates with program staff, functional analysts, IT personnel, and vendors to resolve technology issues affecting system operations.
Competencies Required
Knowledge:
Administrative – Administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Computers and Electronics – Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Customer and Personal Service – Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language – Structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Abilities:
Category Flexibility – Generate or use different sets of rules for combining or grouping things in different ways.
Deductive Reasoning – Apply general rules to specific problems to produce answers that make sense.
Fluency of Ideas – Come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
Inductive Reasoning – Combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering – Arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Speech Clarity – Speak clearly so others can understand you.
Speech Recognition – Identify and understand the speech of another person.
Written Comprehension – Read and understand information and ideas presented in writing.
Written Expression – Communicate information and ideas in writing so others will understand.
Skills:
Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Equipment Maintenance – Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Installation – Installing equipment, machines, wiring, or programs to meet specifications.
Instructing – Teaching others how to do something.
Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Operations Analysis – Analyzing needs and product requirements to create a design.
Quality Control Analysis – Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
Reading Comprehension – Understanding written sentences and paragraphs in work-related documents.
Repairing – Repairing machines or systems using the needed tools.
Service Orientation – Actively looking for ways to help people.
Speaking – Talking to others to convey information effectively.
Systems Evaluation – Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
Technology Design – Generating or adapting equipment and technology to serve user needs.
Troubleshooting – Determining causes of operating errors and deciding what to do about it.
Writing – Communicating effectively in writing as appropriate for the needs of the audience.
Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
Two years of full-time professional-level work in information technology, business analysis, program operations, program administration, project management, or a closely-related field.
A total of two years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university coursework in information systems, business administration, public administration, management, analytics, or a closely-related field equals one year of full-time experience.
Current, continuous experience in the state executive branch that includes six months of full-time work as a Business Systems Specialist 1.
Effective date: 09/26 KC