Office of the
Illinois Attorney General
Kwame Raoul

SUMMARY OF DUTIES AND RESPONSIBILITIES:

Provides support and training by providing technical support in the form of formal classroom training and problem resolution to users of application software and automated equipment. Manages a user support unit for a major agency-wide database application. Creates and maintains instructional and informational documents to help in the problem solving and education of users. Formulates a teaching outline and determines instructional methods such as individual/group instruction; demonstrations, and laboratory exercises. Selects or develops teaching aids such as training manuals, computer tutorials, and reference works. Resolves problems by responding to client inquiries concerning operating system operation. Diagnoses software, and operator problems. Performs minor remedial action to correct problems. Provides technical advice to clients for special projects. Answers inquiries in person and via telephone concerning software operation. Accomplishes organization objective by performing other related duties as required or assigned that are reasonably within the scope of duties described herein. Conducts training sessions covering specified areas such as new employee orientation, on-the-job training, use of computers and software, and refresher training. Contributes to the team effort by conferring with management to gain knowledge of work situation requiring training for employees to better understand changes in technology. Assists with the installation, relocation, or modification of hardware and peripheral components such as monitors, keyboards, and printers. Refers hardware problems to PC technician for resolution.

MINIMUM QUALIFICATIONS:

1. Requires knowledge, skill, and mental development equivalent to an Associate’s Degree in Computer Science or related fields and one (1) year of experience in office automation systems or an equivalent combination of training and experience.
2. Requires extensive knowledge of oral and written communication skills used for instructing users and making recommendations to management.
3. Requires extensive knowledge of office automation concepts relating to computer products utilized.
4. Requires working knowledge of proper procedures and the most efficient method of setting up systems for end user applications.
5. Requires working knowledge of how to trace and resolve user hardware and software problems.
6. Requires ability to interact with and to transfer working knowledge of assigned automated equipment and pertinent packaged software to the end user.
7. Requires ability to research, evaluate, and test new software packages and to report findings to upper management, both orally and in writing.
8. Requires ability to assist in the planning, development, and execution of training sessions for end users.
9. Attendance is an essential function of this position and the ability to maintain satisfactory working relationships with other employees and the general public required.
10. Requires good oral and written communication skills.