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20% Provides training to end users in the use of specific applications supported by the Information Services Unit:

• Provides first level problem diagnosis for agency application related calls.
• Trains end users in the use of specific applications such as Offender 360, Disciplinary Tracking, Photo ID, Institutional Graphics and others.
• Provides hot-line telephone assistance and/or personal contact assistance to users of the automated systems.
• Provides training to end users in the required procedures.
• Assists end users in acquiring a working understanding of data processing definitions, terminology, and components.
• Creates and maintains instructional and informational documentation to help in the problem solving and education of users.
• Drafts training manuals to educate end users on the use of the application software.
• Creates procedural manuals containing system documentation, and/or special instructions, such as scheduling or frequency of generating special application audit reports and/or files.
• Develops and implements segments of the education and teaching aids by the courses offered.
• Participates in the delivery of formal training sessions and product demonstrations.
• Performs interface functions between the user, the host computer support staff, and the User Support staff when assistance and/or information is required for the user to complete a project or task and resolve a problem.
• Presents technical information to technical and non-technical persons, including end-users, agency partners, and vendors with clarity and precision.

15% Provides technical assistance and support to unit staff:

• Assists staff members in recognizing errors and identifying possible solutions.
• Attempts to find the error and correct it or seek higher level system or supervisor support.
• Receives cross training on application systems to acquire knowledge of the help desk function.
• Responds to emergency requests and addresses issues.

10% Serves as project leader on highly complex projects while independently planning, developing, and implementing techniques for gathering and interpreting data:

• Provides technical guidance for staff to follow for completing assignments.
• Interprets and explains policies and procedures.
• Monitors project work to ensure quality assurance and control measures are applied.

\ %5 Keeps abreast of new developments in the Information Technology field:

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.