PROFESSIONAL CAREER LADDER POLICY AND PROCEDURES

Information Resource Consultant

May 4, 2001

User Services Mission Statement

Overview

General Guidelines

Grandfather Clause 

Promotion Process

Promotion Review

Promotion Determination

Appeal Process

Salary and Effective Date


 

Information Resource Consultant (IRC) Career Ladder and Position Descriptions

Information Resource Consultant I (level 12)
Information Resource Consultant II (level 13)
Information Resource Consultant III (level 14)
Information Resource Consultant IV (level 15)
 

Appendix I - Characteristics of Information Resource Consultant (IRC) Job Responsibilities 

User Services Mission Statement

The mission of User Services is to provide and deliver the services that enable the faculty, staff and students of the University to effectively use information technology in research, instruction, public service and administration. 
This mission translates into the following core responsibilities: 
1. Installation and configuration of desktop computing hardware and software that conforms to University information technology standards and meets the academic and administrative needs of faculty, staff and students. 
2. Support of student computing through operation of campus computing facilities, network connection in student residence halls, and departmental computing. 
3. Support of research computing through: consulting on data collection, analysis and extraction, statistical and mathematical software, geographic information systems, and scientific visualization software, and providing access to databases essential to scholarly research, policy formation, information infrastructure, development, and economic growth.
4. Support of the use of technology in the curriculum through consultation on effective integration of technology to meet instructional objectives, selection and provision of appropriate tools, and operation of a computing facility dedicated to faculty who use technology in instruction.

Overview

The IRC family supports the core responsibilities of User Services, which are broad in scope. Consequently, all staff have common areas of responsibility as well as specific responsibilities that are tied to service areas to which they are assigned. These service areas include Desktop Computing Support, Computing Sites and Student Computing Support, Research Data Management Services, and Instructional Support Services. In addition, Technical Writers on the staff provide publications support to the entire User Services unit. 
The characteristics of these responsibilities are best represented in the matrix shown in Appendix I.IRCs are assigned to one of the areas of service emphasis, and typically have multiple duties that are represented in the first column of the matrix. These duties and the skills required to perform them will vary according to the technologies that are being supported. 
New IRCs will be hired into levels that are commensurate with their experience and educational background. Incumbents may progress to higher levels as their responsibilities, on-the-job experience, and skill levels increase over time. 
The University currently has a TCP/IP networked environment of UNIX file and computer servers with Windows, Macintosh and X-Windows clients, and an IBM mainframe running MVS. The campus is fully connected to the Internet.Because the University is an innovator in the use of technology in all aspects of campus life, specific aspects of the environment are likely to change.  Indeed, the nature of IRC jobs is subject to continuous change, both technological and institutional. IRCs are expected to have at least a working knowledge of the client systems in use at the time of hire and of communications software based on Internet protocols.They should also have a working knowledge of basic application software (word processing, spreadsheets, etc.), networking solutions, Internet resources and job-specific skills related to the service area(s) to which the individual is assigned.

General Guidelines

This career ladder policy provides an outline for potential career growth and advancement for technical professionals in IRC job classes.It does not apply to salaried staff or non-technical professionals. It is important to note that career advancement is not automatic but is based on demonstrably increased responsibility, performance within the organizational unit, and organizational needs.

Grandfather Clause

Personnel hired after the date of acceptance of this document are required to meet the educational and experience requirements listed for the positions.Personnel hired prior to the date of acceptance of this document must meet the appropriate educational and experience requirements that were in effect at the time of their entry into their current level.For subsequent promotions, the new policy applies. 

Promotion Process

All career ladder promotions typically will be considered in the context of the University's annual Performance Appraisal Program.All career ladder employees will be reviewed in accordance with University performance appraisal guidelines.Scope of responsibility, level of technical knowledge, level of responsibility and quality of job performance are the most important factors to be considered for promotion.Based on the results of a given evaluation a supervisor may recommend an employee for promotion as long as the resulting promotion is consistent with the career ladder and organizational needs.In addition, an employee who feels that s/he merits a promotion, but was not recommended for one during the annual performance review, may submit a written request to his/her supervisor no later than April 15.The request should briefly state the reason(s) that the employee feels promotion is warranted and contain a brief overview of his/her recent achievements.

Promotion Review

The Director of User Services will convene a Promotion Review Committee comprised of the Director and Unit Managers.This committee is charged with reviewing each recommendation for promotion to determine if a promotion is justified.

Promotion Determination

The Promotion Review Committee will forward final recommendation(s) of candidate(s) for promotion to the Vice President for Information Technologies and the Executive Vice President for approval.  By June 1, the Director will notify each candidate for promotion, in writing, of the approval or denial of the promotion and reasons for the determination. 

Appeal Process

If the employee is not satisfied with the determination, s/he may schedule a meeting with the Director within ten (10) working days of the determination date to present additional supporting material that he/she wishes the Director to consider.Please note that an employee may withdraw from the promotion process at any time.Following the meeting, the individual will be notified by the Director, in writing, of the approval or denial of the appeal and reasons for the determination. 
If the employee is not satisfied with this determination, s/he may, within ten (10) working days, appeal the promotion decision by requesting a meeting with the Vice President for Information Technologies.  Following the appeal meeting, the candidate will be notified, in writing, by the Office of the Vice President of the approval or denial of the appeal and reasons for the determination.  The Vice President's decision is final.

Salary and Effective Date

1. Typically a salary increase of 5% to 10% of the current salary will be awarded for level changes, unless the new salary is less than the minimum for that level as set by the University.In such cases, the increase should be sufficient to bring the employee's salary up to the minimum for the new level. These increases are to be funded from within the unit.Salary increases for promotions will be in accordance with University budget policy and procedures.
2. Under normal circumstances, career ladder promotions will become effective on July 1.

Information Resource Consultant (IRC) Career Ladder

Overview

The job description of an individual IRC in User Services will take into consideration:
  1. The area of service focus to which the IRC is assigned:
·desktop computing support for faculty, staff and students;
·support for students in residence halls and for student computing sites;
·research computing support, data analysis and access to essential databases;
·support for the effective integration and use of technology in the curriculum.
  1. The level of responsibility (IRC I to IRC IV) of the position.
The job descriptions for IRC I to IRC IV that follow have been written to reflect duties that are representative of the areas of service focus that currently exist in User Services. It is anticipated that these will change over time as the unit adapts to changing technology and service requirements of the institution.
 
Level 
Job Title
12
Information Resource Consultant I (IRC I)
13 
Information Resource Consultant II (IRC II)
14 
Information Resource Consultant III (IRC III)
15
Information Resource Consultant IV (IRC IV)

 
 
 
 
 
 


Information Resource Consultant (IRC) Job Descriptions

Position Title: Information Resource Consultant I

Department/Unit: User Services
College/Admin. Office: Information Technologies
Location: Newark
Title of Supervisor: Manager
Level: 12
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Context of Job:

The IRC family supports the core responsibilities of User Services. These are broad in scope and range from desktop computing support for faculty, staff and students; support for students in residence halls and for student computing sites; research computing support, data analysis and access to essential databases; and support for the effective integration and use of technology in the curriculum. All IRCs have some common areas of responsibility and have additional specific responsibilities related to service areas to which they are assigned. IRCs frequently work with staff in other areas to accomplish specific tasks, or on projects of wider scope and impact.

An IRC I works under general direction.

< A statement describing the service area to which this specific IRC is assigned and outlining the duties to be performed should be inserted here.

General Responsibilities:

·Perform basic troubleshooting and diagnostic procedures.  Participate in implementation of new technologies. Participate actively on special projects.

·Monitor trouble tickets, contact users for clarification, and provide solutions. Able to investigate multiple resources (e.g. vendor technical support, listservs, Web) in order to resolve more complex problems. Perform general consulting.

·Assist at and/or teach User Education classes.

·Perform routine testing of supported software applications (e.g. word processing, spreadsheets, presentation, database, statistics, graphics, Geographic Information Systems (GIS), document production, etc.).

Examples of additional responsibilities dependent on service area assignment

·Edit class handouts, brochures, tutorials and web pages. Use a common HTML editor.

·Resolve basic problems and seek the help of other IT staff to resolve more complex issues. Set up desktop systems, install and configure OS and supported software in conformance to University standards. Educate users on virus protection, backup and responsible computing. Provide pre-purchase consulting advice.

·Configure systems to work with UD network or departmental LAN, following UD standards. Operate IT-installed server. Ensure that print and file sharing services are delivered, systems are backed up regularly and are secure.

·Direct daily operation of computing site(s). Assist with installation and maintenance of software on site file server. Install, test, and troubleshoot problems with hardware and software in sites. Ensure a high level of service to users of site that includes fully operational equipment and attention to security and safety. Assist in development of site upgrade plans. Request new hardware and software purchases. Maintain site web pages. Investigate site licensing options and ensure compliance with all site licenses.

·Code programs following detailed design specifications.

Qualifications

Associate’s degree and four years computing-related experience or Bachelor’s degree and two years computing-related experience.Experience in a University computing service environment is highly desirable. Requires strong interpersonal, communication, and customer-service skills and the ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.  Ability to make administrative/procedural decisions and judgments. Ability to analyze and solve problems. Ability to communicate effectively, both verbally and in writing. Ability to prioritize, plan and organize work.  Requires knowledge and familiarity with the operation and structure of University standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages, networking, server hardware and software, and knowledge of current technological developments.


 

Position Title: Information Resource Consultant II

Department/Unit: User Services
College/Admin. Office: Information Technologies
Location: Newark
Title of Supervisor: Manager
Level: 13
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Context of Job: The IRC family supports the core responsibilities of User Services. These are broad in scope and range from desktop computing support for faculty, staff and students; support for students in residence halls and for student computing sites; research computing support, data analysis and access to essential databases; and support for the effective integration and use of technology in the curriculum. All IRCs have some common areas of responsibility and have additional specific responsibilities related to service areas to which they are assigned. IRCs frequently work with staff in other areas to accomplish specific tasks, or on projects of wider scope and impact.

An IRC II is expected to be able to perform the job duties associated with an IRC I in addition to the duties specific to the IRC II level, and works under general direction.

< A statement describing the service area to which this specific IRC is assigned and outlining the duties to be performed should be inserted here.

General Responsibilities:

·Perform advanced troubleshooting that goes beyond use of vendor documentation. Research similar problems and reach optimum solution. Act as a resource for junior IRC and CITA colleagues. Research and evaluate new technologies.

·May supervise student employees.

·Responsible for well-defined portions of complex projects, or management, oversight and completion of simpler projects or project components of lesser scope.

·Support users and resolve user problems in assigned service area (e.g. viruses, GIS, statistics, educational technology) is expected to thoroughly understand subject, related software, vendor and market directions, and support users of that service area. Apply subject area knowledge to solve problems in that service area.

·Keep others informed about area of expertise by creating and maintaining web pages and class materials.  Prepare instructional web pages or resource tools for classes.

·Assist at or teach at least two classes per semester from a wide variety of supported products.

·Assist researchers with their publication needs.

Examples of additional responsibilities dependent on service area assignment

·Develop, install and test customization schemes for supported software (e.g. desktop client software, virus protection, discipline-specific software in instruction, etc.).

·Work with staff experts to create new documentation. Design web documents and web sites that incorporate elements of good design, and graphics.

·Resolve more complex desktop and networking problems (e.g.. Assess individual's computing needs and make recommendations).

·Assist departmental system support staff with LAN and server installation, software administration, and application of UD standards of good practice, (e.g. virus protection, backup, recovery from network attack, etc).

·Direct daily operation of computing site(s). May also supervise salaried staff site employees. Install and maintain software on site file server. Recommend equipment and service upgrades to sites. May include developing proposals to various funding sources. Evaluate and test new software packages. Develop instructions for installation of software that will be used by other staff. Lead committees involving site-related issues such as coordinating campus-wide hardware and software upgrades, software configuration and customization, and development of new policies).

·Develop and design effective resources to incorporate technology in education. Consult with faculty on related issues.

·Prepare documentation for classes and on-line use. Help faculty put classes on-line following instructional design guidelines.

·Use basic debugging techniques in several programming languages.

·Write microcomputer based databases of small scale or small complexity (e.g. flat file, non-relational).

·Use basic scientific computing tools and provide assistance as directed by researchers.

·Configure X client and server software.

Qualifications

Bachelor’s degree and three years computing-related experience. Experience in a University computing service environment is highly desirable. For positions that are related to research support, educational qualifications and experience within specific disciplines will be required.  For positions that are related to instructional support, educational qualifications and experience related to educational technology are highly desirable. Must thoroughly understand assigned service area (e.g. desktop computing, research computing, student computing, or instructional technology) and subject-related software, vendor and market directions. Ability to make administrative/procedural decisions and judgments. Ability to analyze and solve problems.  Ability to communicate effectively, both verbally and in writing. Requires strong interpersonal, communication, and customer-service skills and the ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.  Requires skill in implementing new strategies and procedures.  Ability to prioritize, coordinate and organize work.  Requires knowledge and familiarity with the operation and structure of University standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages, networking, server hardware and software, and knowledge of current technological developments.


 

Position Title: Information Resource Consultant III

Department/Unit: User Services
College/Admin. Office: Information Technologies
Location: Newark
Title of Supervisor: Manager
Level: 14
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Context of Job: The IRC family supports the core responsibilities of User Services. These are broad in scope and range from desktop computing support for faculty, staff and students; support for students in residence halls and for student computing sites; research computing support, data analysis and access to essential databases; and support for the effective integration and use of technology in the curriculum. All IRCs have some common areas of responsibility and have additional specific responsibilities related to service areas to which they are assigned. IRCs frequently work with staff in other areas to accomplish specific tasks, or on projects of wider scope and impact.

An IRC III is expected to be able to perform the job duties associated with an IRC II in addition to the duties specific to the IRC III level, and works under minimal direction.

< A statement describing the service area to which this specific IRC is assigned and outlining the duties to be performed should be inserted here.

General Responsibilities:

·Identify, evaluate and recommend new technologies to support service areas. Act as resource for junior IRC staff. Responsible for major aspects/components of projects. Identify appropriate resources needed for projects and request them through management.

·Analyze the nature, scope and complexity of user problems arising in area of expertise and make recommendations for improvements to future classes and documentation. Use trouble ticket reporting statistics as basis for analysis.

·Research training trends and propose systemic solutions for the University's computing training environment. Work closely with department to provide effective coordination of training support for new computing initiatives. Develop presentations using emerging technologies to help assess their value, and teach their use, to the university community

·Thoroughly test application software in areas of responsibility. Communicate problems to vendors and colleagues to resolve problems.

Examples of additional responsibilities dependent on service area assignment

·Independently research and develop original documents. Submit articles to University-wide publications. Assist in production of complex web documents and web sites.

·Assess departmental computing needs and make recommendations to management for maintenance and enhancement of the departmental computing environment.

·Provide leadership and advice to departmental systems administration staff on hardware, planning and installation, software installation and configuration, and application of UD standards of good practices.

·Analyze and provide guidance on complex faculty technology projects. Provide management oversight for the Teaching, Learning and Technology Center (PRESENT) and its staff. Form partnerships with units initiating teaching with technology projects. Research and advocate effective technologies for educational needs.

·Determine what documentation and tutorials are needed to support specific tools or techniques and direct their production. Develop and implement assessment components where applicable. Consult on assessment.

·Practice sophisticated programming techniques that are beyond what is taught in introductory programming classes. Instruct users on efficient uses of computing resources and programming libraries.

·Perform needs analysis and implementation of complex database management projects, occasionally involving several data sources or departments.

·Participate in research programs guided by others. Recommend computational solutions that will enhance or provide increased efficiency to the project. Propose and evaluate alternate computational strategies.

·Configure client-server software tools and design new applications for data access.

Qualifications

Bachelor’s degree and four years of computing-related experience; Master's degree preferred. Experience in a university computing service environment is highly desirable. Requires excellent interpersonal, communication, and customer-service skills and the ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.   For positions that are related to research support, educational qualifications and experience within specific disciplines will be required.  For positions that are related to instructional support, educational qualifications and experience related to educational technology are highly desirable. Requires expert level knowledge of the applications and technology needs associated with the designated service area and at least a basic understanding and familiarity with University standard software, hardware, and networking products, and current technological developments.  Ability to make administrative/procedural decisions and judgments. Ability to analyze and solve problems. Ability to communicate effectively, both verbally and in writing.  Requires skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.  Ability to prioritize, coordinate and organize work as well as supervise the work of others.  Requires ability to work independently and apply current knowledge to resolve complex computing problems in a cost effective, efficient, and innovative manner.


 

Position Title: Information Resource Consultant IV

Department/Unit: User Services
College/Admin. Office: Information Technologies
Location: Newark
Title of Supervisor: Manager
Level: 15
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Context of Job: The IRC family supports the core responsibilities of User Services. These are broad in scope and range from desktop computing support for faculty, staff and students; support for students in residence halls and for student computing sites; research computing support, data analysis and access to essential databases; and support for the effective integration and use of technology in the curriculum. All IRCs have some common areas of responsibility and have additional specific responsibilities related to service areas to which they are assigned. IRCs frequently work with staff in other areas to accomplish specific tasks, or on projects of wider scope and impact.

An IRC IV is expected to be able to perform the job duties associated with an IRC III in addition to the duties specific to the IRC IV level. An IRC IV is expected to work independently.

< A statement describing the service area to which this specific IRC is assigned and outlining the duties to be performed should be inserted here.

General Responsibilities:

·Envision and articulate technology trends and their impact on the University environment to IT management. Establish plans for acquisition and implementation of new technologies.

·Provides guidance to other staff in unit in diagnosing and solving complex problems.

·Provides expert support in a designated area of IT services. Analyzes user problems in that area in order to implement improvements in services that promote user self-sufficiency.

·Lead special projects, assign tasks to project team members, and monitor project through completion.

Examples of additional responsibilities dependent on service area assignment

·Assess departmental computing needs and make recommendations. Provide leadership and advice to departmental systems administrators on hardware planning and installation, software installation and configuration, and application of UD standards of good practices.

·Design and write complex programming systems in several languages.

·Design and implement data models and data structures for complex relational database management systems requiring multi-user, shared access in a production-level environment. Create innovative solutions using commercial off-the-shelf and experimental software systems.

·Apply scientific subject-area knowledge to initiate or guide research projects and to develop innovative computational solutions. Publish in refereed journals.

·Evaluate emerging cross-platform technologies and lead acquisition and implementation phases.

·Take lead role in developing complex web based projects.

·Research, analyze, and recommend appropriate formats, delivery techniques, and vendors for new computing-related training efforts.  Initiate delivery of these training programs.

·Research, analyze, and recommend effective technologies that support educational strategies.  Devise new strategies for developing partnerships and new programs for working with faculty.  Develop tools that showcase best practices.  Work with faculty who are redesigning entire unit curriculum, and assist them in understanding how technology can be used to further their educational goals.
 

Qualifications

Education level typically associated with Master's degree and five years related experience (positions which are intellectual/advisory in nature may require a Ph.D. and in-depth knowledge in a specialized area).Experience in a university computing service environment is highly desirable. Excellent communication and interpersonal skills, and the ability to work in a rapidly changing technical environment are required. For positions that are related to research support, educational qualifications and experience within specific disciplines will be required. For positions that are related to instructional support, educational qualifications and experience related to educational technology are highly desirable. Requires expert level knowledge of the applications and technology needs associated with the designated service area and at least a basic understanding and familiarity with University standard software, hardware, and networking products, and current technological developments. Ability to make administrative/procedural decisions and judgments. Ability to analyze and solve problems. Ability to communicate effectively, both verbally and in writing. Requires strong interpersonal, communication, and customer-service skills and the ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.  Requires skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.  Ability to prioritize, coordinate and organize work.

Appendix I  Characteristics of Information Resource Consultant (IRC) Job Responsibilities


 


IRC I
IRC II
IRC III
IRC IV
Education and Computing Support Experience
Associate’s degree and 4 years experience or Bachelor’s degree and 2 years experience
Bachelor’s degree and 3 years experience.
Bachelor’s degree and 4 years experience (Master's degree preferred).
Education level typically associated with Master's degree and five years related experience (positions which are intellectual/advisory in nature may require a Ph.D. and in-depth knowledge in a specialized area).
Nature of Job
Expected to work under general direction.Perform basic troubleshooting and diagnostic procedures.Maintain knowledge of current technological developments.Participate in implementation of new technologies.An active participant on special projects.
Includes IRC I responsibilities and is expected to work under general direction.Perform advanced troubleshooting.Act as a resource for other IRC and CITA colleagues.Research and evaluate new technologies.May supervise student employees.Able to take on responsibility for well-defined portions of complex projects, or lead simpler projects, and follow through to completion.
Includes IRC II responsibilities and is expected to work under limited direction.Identify, evaluate and recommend new technologies.Act as resource for other IRC staff.Responsible for major aspects/components of projects.Identify appropriate resources needed for projects and request them through management.
Includes IRC III responsibilities and is expected to work independently.Able to envision and articulate technology trends and their impact on UD environment to IT management.Research and analyze sources for cost effective acquisition and implementation of new technologies.Provide guidance to other IRC staff.Lead, and be fully accountable for, special projects, assign tasks, and monitor through completion. 
User Support and Consulting
Monitor trouble tickets, contact users for clarification, and offer solutions.Able to investigate multiple resources (e.g. vendor technical support, listservs, Web) in order to resolve more complex problems.Perform general consulting.
As an expert within an assigned service area (e.g. viruses, GIS, statistics, educational technology), is expected to thoroughly understand subject, related software, vendor and market directions, and support users of that service area.Apply subject area knowledge to solve problems in that service area. Keep others informed about area of expertise by creating and maintaining web pages and class materials.
Analyze the nature, scope and complexity of user problems arising in area of expertise and make recommendations for improvements to future classes and documentation.Use trouble ticket reporting statistics as basis for analysis.
Take lead role in developing new classes, documentation, and other forms of user support in designated area of expertise.
User Education
Assist at and/or teach User Ed classes.
Understand course objectives and assist at or teach at least two classes per semester from a wide variety of supported products.Use common desktop presentation tools to teach classes and/or assist researchers with their publication needs.Prepare instructional web pages or resource tools for classes.
Research training trends and propose systemic solutions for the University’s computing training environment.Work closely with department to provide effective coordination of training support for new computing initiatives.Develop presentations using emerging technologies to help assess their value, and teach their use, to the university community.
Provide leadership to the campus community in researching, analyzing, evaluating and recommending appropriate formats, delivery techniques, and vendors for major computing-related training initiatives.Support key constituencies in delivering effective training.
Software support (microcomputer and/or UNIX systems)
Perform routine testing of supported software applications (e.g. word processing, spreadsheets, presentation, database, statistics, graphics, GIS, document production, etc.).
Develop, install and test customization schemes for supported software (e.g. desktop client software, virus protection, discipline-specific software in instruction, etc.).
Thoroughly test application software in areas of responsibility.Communicate problems to vendors and colleagues to resolve problems.
Develop and implement testing strategies that account for interactions among software products and operating systems.Devise standards for campus software deployment.
Publications (Print & Web)
Especially applicable to Technical Writers
Edit class handouts, brochures, tutorials and web pages.Use a common HTML editor.
Work with staff experts to create new documentation.Design web documents and web sites that incorporate elements of good design, and graphics.
Independently research and develop original documents.Submit articles to University-wide publications.Assist in production of complex web documents and web sites.
Take lead role in developing complex web based projects or printed publications. Provide other staff with innovative uses of printed and web-based publication modes.
Desktop Computing Support
Resolve basic problems and seek the help of other IT staff to resolve more complex issues.Set up desktop systems, install and configure OS and supported software in conformance to University standards.Educate users on virus protection, backup and responsible computing.Provide pre-purchase consulting advice.
Resolve more complex desktop and networking problems (e.g.Assess individual’s computing needs and make recommendations).
Assess departmental computing needs and make recommendations.
Work with departments to develop computing plans.
LAN & Server Operation, Configuration and Maintenance
Configure systems to work with UD network or departmental LAN, following UD standards.Operate IT-installed server.Ensure that print and file sharing services are delivered, systems are backed up regularly and are secure.
Assist departmental system support staff with LAN and server installation, software administration, and application of UD standards of good practice (e.g. virus protection, backup, recovery from network attack, etc).
Provide leadership and advice to departmental systems administration staff on hardware, planning and installation, software installation and configuration, and application of UD standards of good practices.
N/A
Computer site(s) operation
Direct daily operation of computing site(s).Assist with installation and maintenance of software on site file server.Install, test, and troubleshoot problems with hardware and software in sites.Ensure a high level of service to users of site that includes fully operational equipment and attention to security and safety.Assist in development of site upgrade plans.Request new hardware and software purchases.Maintain site web pages.Investigate site licensing options and ensure compliance with all site licenses.
Direct daily operation of computing site(s).May also supervise salaried staff site employees.Install and maintain software on site file server.Recommend equipment and service upgrades to sites.May include developing proposals to various funding sources.Evaluate and test new software packages.Develop instructions for installation of software that will be used by other staff.Lead committees involving site-related issues.
N/A
N/A
Faculty development
  
Develop and design effective resources to incorporate technology in education.Consult with faculty on related issues.
Analyze and provide guidance on complex faculty technology projects.Provide management oversight for the Teaching, Learning and Technology Center (PRESENT) and its staff.Form partnerships with units initiating teaching with technology projects.Research and advocate effective technologies for educational needs.
Provide leadership to the faculty by researching, analyzing and recommending effective technologies that support educational strategies.Devise new strategies for developing partnerships and new programs for working with faculty.Develop tools that showcase best practices and demonstrate mechanisms for sharing them at regional and national conferences and consortia.
Instructional design
N/A
Prepare documentation forclasses and on-line use.Help faculty put classes on-line following instructional design guidelines.
Determine what documentation and tutorials are needed to support specific tools or techniques and direct their production.Develop and implement assessment components where applicable. Consult on assessment.
Work with faculty who are redesigning entire unit curriculum.Assist them in understanding how technology can be used to further their educational goals.
Programming languages
Code programs following detailed design specifications.
Use basic debugging techniques in several programming languages.
Practice sophisticated programming techniques that are beyond what is taught in introductory programming classes.Instruct users on efficient uses of computing resources and programming libraries.
Design and write complex programming systems in several languages.
Data management
N/A
Write microcomputer based databases of small scale or small complexity (e.g. flat file, non-relational).
Perform needs analysis and implementation of complex database management projects, sometimes involving several data sources or departments.Is expert in at least 2 major commercial off-the-shelf (COTS) relational database systems.
Design and implement data models and data structures for complex relational database management systems requiring multi-user, shared access in a production-level environment.Create innovative solutions using COTS and experimental software systems (e.g. shareware or specially developed).
Research support
N/A
Use basic scientific computing tools and provide assistance as directed by researchers.
Participate in research programs guided by others.Recommend computational solutions that will enhance or provide increased efficiency to the project.Propose and evaluate alternate computational strategies.
Maintain scientific subject-area knowledge needed to initiate or guide research projects and to develop innovative computational solutions. Publish in refereed journals.
Client-server technologies

N/A
Configure X client and server software.
Configure client-server software tools and design new applications for data access.
Evaluate emerging cross-platform technologies and lead acquisition and implementation phases.