| Work Function: A. Perform Troubleshooting |
| Key Activity: A1. Analyze problem and research solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and prioritize information. | Important |
| | | Ability to use written and electronic documentation. | Important |
| | | Ability to gather information. | Important |
| | | Ability to troubleshoot failures. | Somewhat Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Important |
| | Technical Knowledge |
| | | Knowledge of troubleshooting methods. | Important |
| | | Ability to prioritize possible solutions based on technical criteria. | Important |
| | | Ability to identify and resolve technical conflicts. | Somewhat Important |
| Key Activity: A2. Query existing knowledge base |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to select appropriate information. | Important |
| | | Ability to identify basic concepts and elicit relevant details. | Important |
| | | Ability to clarify communication. | Important |
| | | Ability to qualify/analyze information. | Important |
| | | Ability to interpret and summarize information. | Important |
| | Technical Knowledge |
| | | Knowledge of how data is gathered, stored and manipulated in a database. | Somewhat Important |
| | | Knowledge of Boolean techniques applied to search engines. | Important |
| | | Knowledge of how to query a database and interpret responses. | Important |
| | | Knowledge of networks and online tools and resources. | Somewhat Important |
| | | Ability to read and interpret technical diagrams and decision trees. | Important |
| Key Activity: A5. Communicate technical solutions and implementation processes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and consider multiple viewpoints. | Important |
| | | Ability to demonstrate awareness of diversity issues. | Important |
| | | Ability to work in a team environment. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Important |
| | | Ability to interpret information, prepare basic summaries and reports and select method of communication. | Important |
| | | Ability to present complex technical ideas/information. | Somewhat Important |
| | | Ability to demonstrate commitment to team goals, work to improve team skills and encourage/support team members. | Important |
| | Technical Knowledge |
| | | Ability to communicate appropriately to different audiences and organizational levels. | Important |
| | | Ability to record data in knowledge bases using proper key words. | Important |
| Key Activity: A7. Document hardware and software problems and resolutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to consider abstract technical situations. | Important |
| | | Ability to use appropriate language and terminology. | Somewhat Important |
| | | Ability to accurately summarize and document information. | Important |
| | | Ability to communicate effectively with diverse audiences. | Important |
| | | Ability to organize and present technical information in a logical and consistent manner. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation processes and procedures. | Important |
| Work Function: B. Provide Facilitation and Customer Service |
| Key Activity: B7. Solicit customer feedback and apply input to improve quality of service |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to evaluate quality and effectiveness of processes. | Somewhat Important |
| | | Ability to develop recommendations based on information. | Important |
| | | Ability to summarize/integrate and present information. | Important |
| | | Ability to actively participate in discussions and present complex technical information. | Somewhat Important |
| | | Ability to select/obtain data/information relevant to the task. | Important |
| | Technical Knowledge |
| | | Ability to analyze and interpret expressed and implied needs. | Important |
| | | Knowledge of continuous quality improvement. | Important |
| Key Activity: B8. Document, communicate and resolve customer feedback and requests |
| | Comment |
| | | For all technical skills rated here, general knowledge is key - new hire will learn specifics. | |
| | Employability Skills |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to create original documents. | Somewhat Important |
| | | Ability to explain concepts and present technical information. | Important |
| | | Ability to use word processing, database tools and presentation software. | Important |
| | | Ability to be an advocate for customers within the organization. | Important |
| | Technical Knowledge |
| | | Knowledge of organization chart and roles/responsibilities of company personnel/departments. | Somewhat Important |
| | | Knowledge of escalation procedures and processes. | Somewhat Important |
| | | Knowledge of tracking systems and software. | Somewhat Important |
| Work Function: C. Perform Hardware and Software Installation, Configuration, Upgrades and Network Support |
| Key Activity: C1. Identify and interpret customer requirements |
| | Comment |
| | | For technical skill, "Ability to query existing knowledge base", general knowledge is key. | |
| | Employability Skills |
| | | Ability to pose critical questions. | Important |
| | | Ability to compile multiple viewpoints. | Important |
| | | Ability to identify and prioritize need for data. | Important |
| | | Ability to analyze data and contrast conflicting data. | Important |
| | | Ability to communicate clearly about options and priorities with customers. | Important |
| | Technical Knowledge |
| | | Ability to query existing knowledge base. | Somewhat Important |
| | | Knowledge of hardware, software, operating system and networking principles. | Important |
| Key Activity: C9. Develop contingency and recovery plans |
| | Comment |
| | | For all skills rated as "somewhat important" here, both technical and employability, general knowledge is key. For new hires, all tasks under this Critical Work Function are done as part of a team. | |
| | Employability Skills |
| | | Ability to create detailed supporting documentation. | Important |
| | | Ability to present complex ideas/information effectively to a variety of audiences. | Important |
| | | Ability to identify contingencies and propose appropriate steps for system recovery. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of data assurance and data security techniques and practices. | Somewhat Important |
| | | Knowledge of connectivity theories and practices. | Somewhat Important |
| | | Knowledge of systems interoperability. | Somewhat Important |
| | | Knowledge of hardware, software and networks. | Somewhat Important |
| | | Knowledge of contingency and recovery planning theories and practices. | Important |
| Work Function: D. Perform System Operations, Monitoring and Maintenance |
| Key Activity: D1. Operate computer system and run system applications |
| | Comment |
| | | For all technical skills, general knowledge is key. | |
| | Employability Skills |
| | | Ability to read and follow written instructions and procedures. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | | Ability to appropriately communicate critical operational needs. | Important |
| | Technical Knowledge |
| | | Knowledge of systems and application startup and shut down procedures. | Somewhat Important |
| | | Knowledge of applicable backup and restoration procedures. | Somewhat Important |
| | | Knowledge of system optimization and diagnostic routines. | Somewhat Important |
| | | Knowledge of applicable batch processing and job control processes and procedures. | Somewhat Important |
| Key Activity: D3. Monitor and analyze system performance |
| | Comment |
| | | For all technical skills, general knowledge is key. | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | | Ability to analyze key data, resolve conflicts and communicate outcomes to users and stakeholders. | Important |
| | Technical Knowledge |
| | | Knowledge of system monitoring and diagnostic tools and procedures. | Somewhat Important |
| | | Ability to detect, evaluate and appropriately escalate problems. | Somewhat Important |
| | | Knowledge of performance measurement tools and procedures. | Somewhat Important |
| Key Activity: D6. Communicate and document maintenance procedures and system status |
| | Comment |
| | | For technical skill, "Knowledge of organization chart and roles...", general knowledge is key.
For employability skill, "Ability to create original documents.", new hires are expected to update documents, not create them. | |
| | Employability Skills |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to create original documents. | Somewhat Important |
| | | Ability to explain concepts and present technical information. | Important |
| | | Ability to use word processing, database tools and presentation software. | Important |
| | Technical Knowledge |
| | | Knowledge of organization chart and roles and responsibilities of company personnel and departments. | Somewhat Important |
| Key Activity: D8. Make recommendations and support internal processes and operations |
| | Comment |
| | | For all technical skills rated here, general knowledge is key. | |
| | Employability Skills |
| | | Ability to develop effective support responses and actions. | Important |
| | | Ability to identify and implement needed improvements. | Important |
| | | Ability to monitor operational effectiveness. | Important |
| | | Ability to communicate changes in support of internal processes. | Important |
| | Technical Knowledge |
| | | Knowledge of technical support operations, issues and constraints. | Somewhat Important |
| | | Knowledge of software and hardware inventory systems and methodology. | Somewhat Important |
| | | Ability to research and evaluate software and hardware options. | Somewhat Important |