Class Description
Valid as of: July 1, 2024
This series uses seven levels in the Information Technology Occupational Group and describes end-user technical support work in person, over the phone, and/or remotely. Positions in these classes troubleshoot software and hardware issues on laptops, desktops, tablets, smartphones, servers, and/or network equipment. Work involves performing updates, repairs, upgrades, backups, and other maintenance tasks; and resolving or escalating user issues associated with technology services and applications. Work may also include responsibility for security and access for system users and installation of computer equipment.
IT SUPPORT SERVICES I (T1I1XX)
Concept of Class
IT Support Services I describes the trainee level (or entry level technician). Trainee positions perform work that is designed to prepare an employee with no related experience for entry into the class series. This level’s primary function is to train and become familiar with duties within a class series. Positions in this classification may participate in formal classroom or field training in methods and procedures related to the series.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Defined. There is a choice in selecting alternatives that affect the manner and speed of a decision, but there is typically only one correct way to carry out the operation.
Complexity --Prescribed. Applies established, standard processes which cover work situations and alternatives. Chooses the correct action from specific guidelines that permit little deviation or change as tasks are repeated.
Line/Staff Authority --Individual Contributor. The direct field of influence the work of a position has on the organization is as an individual contributor. Positions may explain work processes and train others, serve as a resource or guide by advising others on how to use processes within a system, or serve as a member of a collaborative problem-solving team.
IT SUPPORT SERVICES II (T1I2XX)
Concept of Class
IT Support Services II describes the entry level (or fully operational technician). Entry level positions perform tasks that are structured and designed to provide training and experience. Tasks are performed under direct supervision and detailed instruction and guidance is received. Employees in this class learn to apply theories and principles of the field. Positions used for training purposes do not remain at this level indefinitely. This class differs from IT Support Services I is by the Complexity factor.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Defined. There is a choice in selecting alternatives that affect the manner and speed of a decision, but there is typically only one correct way to carry out the operation.
Complexity --Patterned. Studies and utilizes information to determine its meaning and identify practical solutions. Although guidelines exist for most situations, this level typically involves multiple choice situations where the guidelines are not as clear.
Line/Staff Authority --Individual Contributor. The direct field of influence the work of a position has on the organization is as an individual contributor. Positions may explain work processes and train others, serve as a resource or guide by advising others on how to use processes within a system, or serve as a member of a collaborative problem-solving team.
IT SUPPORT SERVICES III (T1I3XX)
Concept of Class
IT Support Services III describes the intermediate level. Intermediate positions operate independently in performing assignments that are limited to phases of a fully operational assignment or which may be designed to provide continued training and experience. Work requires determining solutions to practical problems using specified standards and established criteria. Judgment is used to select and apply existing guidelines to solve problems and accomplish the assignment.This class differs from the IT Support Services II by the Decision Making factor.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Operational. In carrying out the process, there is a choice as to what and how operations will be completed. Although limits are set by the specific process, work requires reasoning to produce practical courses of action that are within the guidelines of the process. Decisions are made without prior approval however the focus is still on practical solutions.
Complexity --Patterned. Studies and utilizes information to determine its meaning and identify practical solutions. Although guidelines exist for most situations, this level typically involves multiple choice situations where the guidelines are not as clear.
Line/Staff Authority --Individual Contributor. The direct field of influence the work of a position has on the organization is as an individual contributor. Positions may explain work processes and train others, serve as a resource or guide by advising others on how to use processes within a system, or serve as a member of a collaborative problem-solving team.
IT SUPPORT SERVICES IV (T1I4XX)
Concept of Class
IT Support Services IV describes the fully operational level. Fully operational positions operate independently in performing the full range of tasks. Work requires the use of discretion within the limits of theory and principles of the profession, management’s objectives, laws and regulations, and general systems and guidelines. This class differs from the IT Support Services III class by the Decision Making and Complexity factors.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Process. There is a choice in determining the process to accomplish the work. This choice includes designing the set of operations. Limits are set by professional standards, program objectives, and policies established by higher management. Process level decisions are more theoretical in the sense that positions must evaluate and apply theories and models as part of the assignment.
Complexity -- Formulative. Evaluates the relevance and importance of theories, concepts and principles, and tailors them to develop a different approach or tactical plan to fit specific circumstances. Guidelines typically exist but are inadequate. Judgment and resourcefulness are needed because guidelines are relevant only through approximations or analogies to fit particular circumstances.
Line/Staff Authority -- Individual Contributor. The direct field of influence the work of a position has on the organization is as an individual contributor. Positions may explain work processes and train others, serve as a resource or guide by advising others on how to use processes within a system, or serve as a member of a collaborative problem-solving team.
IT SUPPORT SERVICES V (T1I5XX)
Concept of Class
IT Support Services V describes the Work Leader or Senior Authority. These concepts are described below under the Line/Staff Authority.
What differs this class from IT Support Services Professional IV is by the Line/Staff Authority factor.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Process. There is a choice in determining the process to accomplish the work. This choice includes designing the set of operations. Limits are set by professional standards, program objectives, and policies established by higher management. Process level decisions are more theoretical in the sense that positions must evaluate and apply theories and models as part of the assignment.
Complexity --Formulative. Evaluates the relevance and importance of theories, concepts and principles, and tailors them to develop a different approach or tactical plan to fit specific circumstances. Guidelines typically exist but are inadequate. Judgment and resourcefulness are needed because guidelines are relevant only through approximations or analogies to fit particular circumstances.
Line/Staff Authority --Work Leader. Partially accountable for the work product of at least two subordinate FTEs. This includes assigning tasks, monitoring workflow, and scheduling work. Work Leaders provide input into supervisory decisions but do not have direct authority for hiring, terminations, or performance management.
OR
Staff Authority. Staff Authorities are experts on the application of a program or system in a state agency or to its clients. Positions possess a unique level of knowledge and expertise in a field that is critical to the success of an agency’s objectives.
IT SUPPORT SERVICES VI (T1I6XX)
Concept of Class
IT Support Services VI describes the Unit Supervisor or Senior Authority. This class concept is described below under Line/Staff Authority.
What differs this class from IT Support Services V is by the Line/Staff Authority factor.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Process. There is a choice in determining the process to accomplish the work. This choice includes designing the set of operations. Limits are set by professional standards, program objectives, and policies established by higher management. Process level decisions are more theoretical in the sense that positions must evaluate and apply theories and models as part of the assignment.
Complexity --Formulative. Evaluates the relevance and importance of theories, concepts and principles, and tailors them to develop a different approach or tactical plan to fit specific circumstances. Guidelines typically exist but are inadequate. Judgment and resourcefulness are needed because guidelines are relevant only through approximations or analogies to fit particular circumstances.
Line/Staff Authority --Unit Supervisor. Positions are accountable, including signature authority, for actions and decisions impacting the pay, status, and tenure of at least three subordinate FTEs. Positions must include providing documentation to support corrective and disciplinary actions, signing performance plans and appraisals, and resolving informal grievances. Positions at this level start the hiring process, interview applicants, and recommend hire, promotion, or transfer.
OR
Senior Authority. Senior authorities possess a unique level of knowledge and expertise in a field that is critical to the agency’s overall mission. Agency management routinely relies on the essential consultation of the authority before deciding broad, critical program and policy direction.
IT SUPPORT SERVICES VII (T1I7XX)
Concept of Class
IT Support Services VII describes the Unit Supervisor. This class concept is described below under the Line/Staff Authority.
What differs this class from IT Support Services Vi is by the Line/Staff Authority factor.
Factors
Allocation must be based on meeting all of the three factors as described below.
Decision Making --Interpretive. There is a choice in determining the tactical plans to achieve the objectives established by a higher management level. This degree of decision making establishes what is to be done in similar circumstances in the future which includes inventing and changing systems or designing processes, policies and guidelines.
Complexity --Strategic. Develops guidelines to implement programs that achieve the agency’s mission. Guidelines do not exist in many or most situations. Judgment and resourcefulness are needed to interpret circumstances in a variety of situations and establish guidelines that direct how agency programs will be implemented.
Line/Staff Authority --Unit Supervisor. Positions are accountable, including signature authority, for actions and decisions impacting the pay, status, and tenure of at least three subordinate FTEs. Positions must include providing documentation to support corrective and disciplinary actions, signing performance plans and appraisals, and resolving informal grievances. Positions at this level start the hiring process, interview applicants, and recommend hire, promotion, or transfer.
Entrance Requirements
Minimum entry requirements and general knowledge, skills, and abilities for classes in this
series are contained in the class minimum qualifications document. For purposes of the Americans with Disabilities Act Amendments Act (ADAAA), the essential functions of specific positions are identified in the position description questionnaires and job analyses.
History of Changes Made to Class Description
The following is a summary of changes made to this class description.
- July 1, 2024 (Whole Document)
Effective 7/1/24: IT Support Services series created as a result of the IT Professional system maintenance study.
Summary of Factor Ratings
| Class Level | Decision Making | Complexity | Line/Staff Authority |
|---|---|---|---|
| IT Support Services I | Defined | Prescribed | Individual Contributor |
| IT Support Services II | Defined | Prescribed | Individual Contributor |
| IT Support Services III | Operational | Patterned | Individual Contributor |
| IT Support Services IV | Process | Formulative | Individual Contributor |
| IT Support Services V | Process | Formulative | Work Leader or Staff Authority |
| IT Support Services VI | Process | Formulative | Unit Supervisor or Senior Authority |
| IT Support Services VII | Interpretive | Strategic | Unit Supervisor |
Minimum Qualifications
Valid as of: July 1, 2024
This document includes the following levels:
| Class Title | Class Code |
|---|---|
| IT SUPPORT I | T1I1XX |
| IT SUPPORT II | T1I2XX |
| IT SUPPORT III | T1I3XX |
| IT SUPPORT IV | T1I4XX |
| IT SUPPORT V | T1I5XX |
IT SUPPORT VI | T1I6XX |
| IT SUPPORT VII | T1I7XX |
IT SUPPORT I (T1I1XX)
Experience Only:
None
OR
Education and Experience:
None
IT SUPPORT II (T1I2XX)
Experience Only:
One (1) year of relevant experience in an occupation related to the work assigned to this position.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to one (1) year.
IT SUPPORT III (T1I3XX)
Experience Only:
Two (2) years of relevant experience in an occupation related to the work assigned to this position.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to two (2) years.
IT SUPPORT IV (T1I4XX)
Experience Only:
Three (3) years of relevant experience in an occupation related to the work assigned to this position.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to three (3) years.
IT SUPPORT V (T1I5XX)
Experience Only:
Four (4) years of relevant experience in an occupation related to the work assigned to this position.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to four (4) years.
IT SUPPORT VI (T1I6XX)
Experience Only:
Six (6) years of relevant experience in an occupation related to the work assigned to this position, one (1) of which must have been at the level of a work leader, staff authority, unit supervisor, or equivalent.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to six (6) years, one (1) of which must have been at the level of a work leader, staff authority, unit supervisor, or equivalent.
IT SUPPORT VII (T1I7XX)
Experience Only:
Eight (8) years of relevant experience in an occupation related to the work assigned to this position, two (2) of which must have been at the level of a work leader, staff authority, unit supervisor, or equivalent.
OR
Education and Experience:
A combination of related education, formalized apprenticeship program, certification, and/or relevant experience in an occupation related to the work assigned equal to eight (8) years, two (2) of which must have been at the level of a work leader, staff authority, unit supervisor, or equivalent.
History of Changes Made to Minimum Qualification
The following is a summary of changes made to the minimum qualifications.
- July 1, 2024 (Whole Document)
Class series was created per a 2023-24 system maintenance study