Data Processing User Support Technician I, II - IT Information and Support Unit III

Hawaii State Department of Education; Hawaii; On-site; USD 43,524 - 47,106; Full time

Job summary

Hawaii State Department of Education seeks Data Processing User Support Technician I–II to train and assist users, troubleshoot hardware/software, and support department information systems across schools in the state.

The role requires a high school diploma with strong English skills, plus two years of general and two years specialized experience (levels I/II may differ). Salaries are monthly and include annual differentials for the school year.

Qualifications

• High school graduation with strong English grammar/usage.
• Experience and education substitutions allowed as described in the posting.
• Two years general and two years specialized experience; totals vary by level.

Responsibilities

• Provides training and assistance to users on system equipment, procedures and software.
• Troubleshoots hardware and software problems including OS and applications; documents resolutions.
• Maintains contact with users to assess training effectiveness and simplify use of systems.

Skills

Training users

Troubleshooting

Documentation

User support

Networking basics

Education

High school diploma

Education substitutions possible

Tools

Microsoft Office

eSIS

Time & Attendance

VPN configuration

Job description

Overview

This posting is being used to fill various Data Processing User Support Technician positions at the specified location. The authorized level of the position is Data Processing User Support Technician II. Applications are being accepted down to the Data Processing User Support Technician I in the event of recruiting difficulties.

Salary

Data Processing User Support Technician I, SR-13: $3,900.00 per month

Data Processing User Support Technician II, SR-15: $4,221.00 per month

The advertised salary is based on full‑time employment and includes shortage and school year differentials, if applicable.

Responsibilities

• Provides training and assistance to users on system equipment, procedures and computer application programs. Conducts hands‑on training in proprietary departmental information systems applications (e.g. Financial Management System, Local School Accounting, Time & Attendance, eSIS, Form 7, Casual Payroll), including installation and configuration of various applications, configuring network and VPN connections, proper procedures for bringing up and shutting down the equipment, keyboard operation, logging on and off the various systems, etc. Prepares training outlines/lesson plans, visual aids, exercises and informational material. Provides training updates whenever new releases are acquired or existing programs are upgraded.
• Troubleshoots both hardware and software computer problems including operating systems, internet, and problems with various applications, such as Microsoft Office, electronic mail, etc. Assists users when problems occur. Diagnoses causes for interruptions in processing and takes corrective action, as necessary, as defined in operating instructions or based on previous experience. May consult manuals, vendors or higher‑level data processing personnel for assistance. Determines if a service call should be placed or if the problem should be referred to higher‑level personnel. Documents problems and resolutions for future reference. Participates in the testing of new software releases, identifies problems and recommends solutions.
• Maintains contact with users to monitor effectiveness of training and reinforce training. Responds to questions from departmental users regarding the capabilities of various software applications and assists them in simplifying the creation and maintenance of proprietary departmental information systems applications by making suggestions as to the operations available within the different software applications to meet specific departmental needs.
• Assists users by creating models, worksheets, electronic forms, data files, etc., to support specific financial or budgetary and operational requirements of the department; performs rudimentary programming tasks, e.g. to generate ad hoc reports.
• Performs work‑site installation and re‑installation of system hardware and software and other PC‑supported applications.
• Schedules and coordinates training center activities (e.g. training classes, video conferences); orders supplies; maintains inventory and coordinates maintenance and repair of training center equipment; maintains the various servers in the training center; and keeps track of training center expenditures.

Education Requirement

Graduation from high school, with satisfactory completion of courses demonstrating knowledge of English grammar, spelling and punctuation. Experience demonstrating knowledge of correct English grammar and usage; the ability to read, comprehend and apply written instructions; and a high degree of verbal skill may be substituted for the required education. This experience may have been met from part‑time and/or unpaid work. There must, however, be evidence that participation was on a continuous basis but not necessarily on a full‑time normal work basis.

Experience Requirements

General Experience: Two years. Specialized Experience: Two years. Total Experience: Three years for Level I, and four years for Level II, with at least one year including preparation of outlines, visual aids and informational material for group presentations and demonstrated ability to interact directly with people and provide technical instructions or information to groups of people.

Substitutions Allowed

1. A Bachelor's degree in Education or a professional diploma in Education from an accredited college or university may be substituted for all of the General Experience.
2. Successful completion of fifteen semester credits from an accredited college or university may be substituted for six months of General Experience, up to a maximum of one year of experience, but not for experience involving preparation of training outlines/lesson plans.
3. A Bachelor's degree in Information and Computer Science from an accredited college or university may be substituted for all of the Specialized Experience.
4. An Associate in Science in Data Processing from an accredited college may be substituted for all of the Specialized Experience.
5. A Certificate of Achievement (30 credits) in Data Processing from an accredited college may be substituted for one year of the Specialized Experience.
6. A Certificate of Completion (12 credits) in Data Processing from an accredited college may be substituted for six months of the Specialized Experience but not for experience involving providing assistance and advice to users in resolving hardware and software problems.

Quality of Experience

Possession of the required number of years of experience will not in itself be accepted as proof of qualification for a position. The applicant's overall experience must have been of such scope and level of responsibility as to conclusively demonstrate that the applicant has the ability to perform the duties of the position for which the applicant is being considered.

Driver's License Requirement

Some positions may require applicants to possess a current, valid driver's license.

Lift and Carry Requirement

Some positions may require applicants to possess the ability to lift/carry objects weighing up to 40 pounds unassisted.