Data Processing User Support Technician I, II - Lahainaluna High

Hawaii State Department of Education; Lahaina (HI); On-site; USD 44,000 - 47,000; Full time

Job summary

The Hawaii State Department of Education is seeking a Data Processing User Support Technician II to provide user training and hands-on assistance with the department's information systems and applications.

The role involves diagnosing and resolving hardware and software issues, configuring VPN connections, and creating training outlines and visual aids. Strong communication and instructional skills are essential for effective user support across the organization.

Qualifications

• Training users on information systems and software applications.
• Experience diagnosing hardware and software issues for users.
• Ability to develop training outlines and visual aids.
• Experience supporting users in a centralized environment.

Responsibilities

• Provide training and hands-on instruction on department software.
• Troubleshoot hardware and software problems and assist users.
• Maintain contact with users to assess training effectiveness.
• Create models, worksheets and data files to support requirements.
• Perform work-site installation and reinstallation of system hardware.
• Coordinate training center activities and manage inventory.

Skills

User support

Training delivery

Hardware troubleshooting

Software troubleshooting

Microsoft Office

VPN configuration

Networking basics

Communication

Education

High school diploma

Associate degree substitution

Bachelor's degree substitution

Tools

Microsoft Office

VPN

eSIS

Time & Attendance

Job description

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 Range

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

1. 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 the installation and configuring 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.
2. 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. Diagnose 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 data processing personnel. Documents problems and resolutions for future reference. Participates in the testing of new software releases, identifies problems and recommends solutions.
3. Maintains contact with users to monitor effectiveness of the training and reinforce the 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.
4. 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.
5. Performs work‑site installation and reinstallation of system hardware and software and other PC‑supported applications.
6. Schedules and coordinates training center activities (e.g. training classes, video conferences); orders supplies; maintains inventory and coordinates the maintenance and repair of training center equipment; maintains the various servers in the training center; and keeps track of training center expenditures.

Basic Education Requirement

Graduation from high school, with satisfactory completion of courses demonstrating knowledge of English grammar, spelling and punctuation. Experience which demonstrated 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
• Specialized Experience
• Total Experience
• Data Processing User Supp Tech I
• 1 year
• 2 years
• 3 years
• Data Processing User Supp Tech II
• 2 years*
• 2 years
• 4 years

*For the II level, at least one year must have included experience in preparing outlines, visual aids and informational material for group presentations and demonstrated the ability to interact directly with people and speak to and provide technical instructions or information to groups of people.

General Experience

Work experience which demonstrated the ability to read and understand complex written materials such as rules, procedures or policies; and to write simply and clearly.

Specialized Experience

Work experience which demonstrated effective use of personal computers, peripheral equipment (e.g. printers, modems, disk drives, etc.), and a variety of applications (e.g. word processing, electronic mail, spreadsheet, data base management). Of the required two years of work experience, at least one year must have involved providing assistance and advice to users in resolving hardware and software problems, which included identifying the nature of a variety of problems (i.e. user error, printer error, system/network error) and resolving them based on previous experience, by consulting manuals, consulting with and/or referring problems to vendors or higher‑level data processing personnel.

Substitutions Allowed

1. A Bachelor's degree in education or a professional diploma in education from an accredited college or university which provided knowledge of and the ability to prepare outlines, visual aids and informational material for group presentation 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 the experience which involved preparing training outlines/lesson plans, etc.
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 Degree 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 the experience which involved 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 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 a applicants to possess the ability to lift/carry objects weighing up to 40 pounds unassisted.

Salary

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

Requirements

Applicants must meet all the requirements for the position they are seeking as of the date of the application, unless otherwise specified. Unless specifically indicated, the required education and experience may not be gained concurrently.

Calculation of experience is based on full‑time, 40‑hour workweeks. Part‑time experience is pro‑rated. Example: Twelve months of experience at 20 hours/week is equivalent to six months of experience, not one year. Also, hours worked in excess of 40 hours/week will not be credited. Example: Twelve months of experience at 60 hours/week is equivalent to one year of experience, not one and a half years.

Temporary Assignment

1. A copy of the applicant’s TA History Report or equivalent system‑generated report;
2. A signed letter from the applicant’s supervisor that includes the applicant’s name, his/her TA job title, the TA start and end dates (from mm/yy to mm/yy), his/her specific TA duties performed, and either the TA hours worked per week or total TA hours worked; or,
3. Copies of the applicant’s signed SF-10 Forms.

Documents

Attach all relevant supporting documents to your application. Documents that were attached to applications submitted before November 16, 2023 do not automatically attach or transfer to applications submitted on and after December 16, 2023. All submitted documents become the property of the Hawaii State Department of Education.

Information about Temporary Positions

Temporary positions may be extended year to year, dependent upon funding and departmental needs. Making yourself available for temporary positions increases your employment possibilities and may lead to permanent opportunities. A person hired for a temporary position may also become a temporary employee upon satisfactory completion of the initial probation period of at least six months. Once a temporary employee, you would be eligible to apply for promotion and transfer opportunities to permanent as well as other temporary positions. You may also enjoy other rights and benefits as afforded to an employee in a permanent position, with the exception of return rights and placement rights associated with a reduction‑in‑force.