Level III - Advanced Provider

Description: The Level III provider is defined as providing advanced technical assistance for users in their designated areas in cooperation with IT Services.

Definition of Advanced: Can resolve almost all problems, may need Tier II and Tier III support from IT Services.

Experience: Four or more years' combination of education/experience.

Responsibilities:

• Technical Administrative duties depending on Department and/or Division
• Advanced trouble shooting on Windows® and/or Macintosh Operating Systems
• Communicate effectively with users
• Advanced training on software applications including but not limited to, word processing, spreadsheets, databases, Miami specific software, Banner etc.
• Advanced setup and installation of equipment/servers
• Develop new documentation and/or maintain current documentation
• In cooperation with Purchasing departmen, recommend and review purchase orders for all computer upgrades and new purchases
• Maintain budget for technical equipment and/or training etc.
• Create and maintain inventory for all technical equipment
• Manage technical support and staff by establishing goals, setting priorites, assigning tasks, monitoring progress etc.
• Maintain servers
• Respond to RFPs and licensing issues for software
• Assist in developing grant proposals and development projects
• Evaluate, install, test, and maintain systems
• Continue professional and personal development through internal and external resources

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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.

Training Options - Level III

Technical Skills:

MU Online Support Resources Basic Remedy for TSRs MU Network Overview Advanced IntraNet Skills: Basic NetWare Administration Advanced Web Design Advanced Microsoft® Office: Word Excel Access PowerPoint® FrontPage® SPSS® SAS® Linux Setup ZEN Works//NAL Troubleshooting Printers Using ADSM and Servers

Soft Skills:

Personality Types & Teamwork Diversity: Appreciating the Differences Among Us The Value of One: Making a Difference in Your Daily Attitude Appropriate Behavior in the Workplace Conflict Resolution Build the Service Foundation Ergonomics Change Management How Change Affects Your Job & Family How to Lead a Team Making Cross-functional Teams Work Structuring Meetings Analyzing Your Use of Time Grammar/writing Skills

Extra Skills:

MOUS Certification Banner System Department Specific Skills