Residence Requirements:

RESIDENCE REQUIREMENTS: THERE ARE NO RESIDENCY REQUIREMENTS FOR PARTICIPATION IN THIS EXAMINATION. Preference in certification may be granted to candidates who have been a resident of the jurisdiction in which the appointment is to be made for one month preceding the date of the eligible list certification and who are residents of the jurisdiction at the time of appointment. Non-residents may be required to become a resident of the appointing municipality if local law so states. At present there are one vacancy at Erie 1 BOCES.

Examples of Duties:

An Application Support Representative provides client software training assistance on an individual basis or to groups of various sizes for all assigned services with a training coordinator’s or supervisor’s guidance and support; acts as telephone support to clients for assigned applications; investigates client’s application problems, questions, or concerns; logs problems and communicates and clarifies issues with vendor support personnel; performs quality control testing of software fixes and enhancements; maintains record of resolutions and notifications to clients; assists with conversion of data during implementation of assigned applications and completes client import/export requests; reviews both converted and manually-entered client data to ensure correct output; organizes user meetings and workshops, creates user documentation, selects software/communication tools, and follows up with attendees; communicates current information, changes, and available training to client base.

Qualifications:

Candidates must meet one of the following requirements on or before the written test:

A. Graduation from a regionally accredited or New York State registered college or university with a Bachelor’s degree and one year of information technology experience involving delivery of technology customer service and software application support; or:

B. Graduation from a regionally accredited or New York State registered college or university with an associate’s degree and three years of information technology experience involving delivery of technology customer service and software application support; or:

C. Graduation from high school or possession of a high school equivalency diploma and five years of information technology experience involving delivery of technology customer service and software application support; or

D. An equivalent combination of training and experience as defined by the limits of (A) and (B).

SPECIAL REQUIREMENT: Under current New York State Law, candidates seeking employment with school districts in New York State will be required to undergo fingerprinting and a criminal history background check prior to appointment. A processing fee may be required.

Notes:

NOTE: 1. Verifiable part-time and/or volunteer experience will be pro-rated toward meeting the experience requirements. 2.Your degree and/or college credit must have been awarded by a regionally accredited college or university or one recognized by the New York State Education Department as following acceptable educational practices. A grade of “D” or better is necessary for a course to be credited as successfully completed. If your degree and/or college credit was awarded by an educational institution outside of the United States and its territories, you must provide independent verification of equivalency. You can write to this Department for a list of acceptable companies providing this service; you must pay the required evaluation fee.

The New York State Department of Civil Service has not prepared a test guide for this examination. However, candidates may find information in the publication "How to take a written test" helpful in preparing for this test. This publication is available on line at: www.cs.ny.gov/testing/localtestguides.cfm

Subjects of Examination:

A written test designed to evaluate knowledge, skills and /or abilities in the following areas:

1. Office Record Keeping: These questions test your ability to perform common office record keeping tasks. The test consists of two or more "sets" of questions, each set concerning a different problem. Typical record keeping problems might involve the organization or collation of data from several sources; scheduling; maintaining a record system using running balances; or completion of a table summarizing data using totals, subtotals, averages and percents. You should bring with you a hand-held battery- or solar-powered calculator for use on this test. You will not be permitted to use the calculator function of your cell phone.

2. Fundamentals Of PC Systems: These questions test for knowledge of basic concepts and terminology related to PC's. They cover such topics as PC and peripheral equipment; storage media; types of software used with PC's; and other associated terms and concepts.

3. Use And Operation Of PC's And Related Peripheral Equipment: These questions are designed to test for technical knowledge and concepts relevant to the operation of a PC and associated peripheral equipment for word processing, spreadsheet analysis, data base management, data communications and other applications. The questions asked are not specific to any vendor or any model of PC.

4. Principles Of Providing User Support: These questions test for knowledge and skill in working in a user support situation. They cover such subjects as how to communicate effectively with users requesting help; how to deal with different types of situations; troubleshooting techniques; and how to gather, organize and make available technical information needed to provide support.

5. Training Users Of Computers: These questions test for knowledge of techniques for using computers and approaches to training others to use them. They cover such subjects as use of computer hardware, software and applications; preparing and evaluating instruction materials; determining the level of trainees' knowledge and the use of computers to provide instruction and feedback. The questions on training depend upon good judgment and practical experience rather than knowledge of abstract principles.

**IMPORTANT APPLICATION FEE - READ CAREFULLY**

A $20.00 filing fee is required for this exam. The required fee must accompany your application. Send or bring check or money order made payable to Erie County Personnel Department and write the examination number(s) on your check or money order. Do not send or bring cash, as the County cannot be responsible for cash payment. As no refund will be made, you are urged to compare your qualifications carefully with the requirements for admission and file only for those examinations for which you are clearly qualified.