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Level II - Intermediate
Provider
Description: The
Level II provider is defined as providing intermediate
technical assistance for users in their designated
areas in cooperation with IT Services.
Definition of Intermediate:
Can resolve most problems and may need some technical
assistance from Tier II and Tier III supports in IT Services.
Experience: One
to three years' combination of education/experience.
Responsibilities:
- Non-technical administrative support
duties depending on Department and/or Division
- Intermediate trouble shooting on
Windows® and/or Macintosh Operating Systems
- Communicate effectively with users
- Intermediate training on software
applications including but not limited to, word
processing, spreadsheets, databases, Miami specific
software, Banner etc.
- Knowledge of intermediate networking
(Netware and TCP/IP)
- Setup and installation of equipment
- Develop new intermediate documentation
and/or maintain current documentation
- Consult and advise on computer
upgrades and new purchases
- Create and maintain inventory for
all technical equipment
- Supervise, train, and advise Technical
Student employees
- Continue professional and personal
development through internal and external resources
As training options are developed,
links will appear here to classroom training opportunities,
CBT, and instructional materials. There will also be
links to commercially available training and certification
programs, and TSRs themselves will increasingly be involved
in providing professional development to their colleagues.
Watch this page as links continue to be added to the
curriculum.
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Training
Options - Level II
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Soft Skills:
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Technology Support Representatives (TSR)
page at Miami
University
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