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EXAMINATION
OPEN TO THE PUBLIC CUSTOMER
SERVICE REPRESENTATIVE (COMPUTER SERVICES)
APPLICATIONS
ACCEPTED CONTINUOUSLY EXAM
DATES:
THIS EXAM WILL BE SCHEDULED PERIODICALLY.
CANDIDATES WITH APPROVED APPLICATIONS WILL BE NOTIFIED BY MAIL OF
THE NEXT SCHEDULED EXAM DATE. STARTING
SALARY/RANGE:
$24,090 Madison-Oneida BOCES
(2008) RESIDENCE
REQUIREMENT:
NONE When
preference in certification is given to residents of a municipality
pursuant to subdivision 4-a of Section 23 of the Civil Service Law, an
eligible must have been a resident of such municipality for at least one
month prior to the date of certification in order to be included in a
certification as a resident of such municipality and must be a resident of
such municipality at the time of appointment. MINIMUM
QUALIFICATIONS:
Either: (A)
Graduation from a regionally accredited or New York State
registered two year college with an Associate’s degree in Business
Administration, Business Management, Computer Science, Data Processing,
Secretarial Science, or a closely related field AND one (1) year
experience in customer service*, including or supplemented by typing
and/or keyboarding experience; OR (B)
Graduation from high school or possession of a high school
equivalency diploma AND three (3) years of experience, as outlined
in (A) above. *Customer
Service-means
any contact with the public or, service provided to co-workers in the work
place. NOTE:
1. Verifiable
part-time and/or volunteer experience will be pro-rated toward meeting
full-time experience requirements.
2. Applicants must meet the minimum
qualifications on or before the date of the examination.
3. Further verification may be requested from
candidates to verify their academic qualifications.
4. One
(1) course in typing can be used as an equivalent for the typing or
keyboarding experience.
5. Candidates MUST
submit a copy of their transcripts with application if qualifying under
(A) above. DUTIES:
Responsible for planning and carrying out customer service activities for
member schools which request computer network service.
Does related work as required. SUBJECTS
OF EXAMINATION:
The
examination will consist of two parts: a rated evaluation of training and experience and a qualifying
pc-administered test.
You must pass the evaluation of training and experience in order to
take the qualifying pc-administered test.
You must pass both tests in order to be considered for appointment.
Only your rating on the evaluation of training and experience will
be considered when computing final scores. Rated
Evaluation of Training and Experience:
You
will complete a questionnaire that asks for specific information on your
information technology education (formal degrees, IT-related training
courses, certifications) and experience.
You will also be asked to briefly describe a significant
achievement in each of the job's areas and to provide the name and contact
information for someone who can verify your information.
The information you provide
about your experience will be rated against the following areas: Help
Desk. Qualifying
pc-administered written test
will be designed to test for knowledge, skills and/or abilities in such
areas as: 1.
Logical Reasoning and
Interpreting Instructions for Computer-Related Positions-These
multiple-choice questions test for ability to reason logically and
interpret instructions in a computer-related context.
They cover verbal and quantitative reasoning, flowchart
interpretation and applying written directions.
The verbal and quantitative reasoning questions include logical
implications (e.g., if A and B, then C) and relations (e.g., greater
than).
Knowledge of addition, subtraction, multiplication and division is
necessary, but neither mathematical sophistication nor computational speed
is needed.
The interpreting instructions questions provide the instructions
and specific rules for applying them.
All the information needed to answer the questions is presented
with the questions. 2. User Support and Training-This simulation exercise requires candidates to assume the role of a staff member in a Help Desk support unit. Candidates will be presented with a user's problem. During the course of handling the problem, candidates will be required to: demonstrate communication skills, apply troubleshooting practices and tools, determine the appropriate level of training needed by the user, and educate the user on the proper use of computers. 3.
Working Effectively with
Others to Solve Job-Related Problems- This simulation exercise
requires candidates to assume the role of a staff member in an Information
Technology work group who is working with colleagues during a time of
change in policy or procedure, in a particular agency.
During the exercise, candidates will be required to deal with
obstacles within the working environment, which includes peer relations
and the demands of handling multiple tasks.
Candidates will be required to demonstrate the ability to be
flexible, creative and persistent as a team player.
They will also need to demonstrate the ability to cooperate, show
initiative, and establish positive working relationships with peers and
administrators.
CALCULATORS
ARE PERMITTED:
Unless specifically prohibited, candidates are permitted to use
QUIET, hand-held, solar- or battery-powered calculators ONLY.
Devices with typewriter keyboards, such as cell phones, computers
or devices which can be hooked up to a computer, spell-checkers, personal
digital assistants, address books, language translators, dictionaries and
any similar devices are PROHIBITED. WAIVER:
If a candidate has previously passed an IT Qualifying Test prepared
by the New York State Department of Civil Service that is the same test
plan as announced, the qualifying test may be waived.
A candidate requesting such a waiver must submit, at
time of application, verifiable evidence of passing the qualifying
test, including the name of the New York State Civil Service agency that
administered the test and the test date. ELIGIBLE
LISTS:
Candidates who meet the qualifications, and pass this examination,
will have their names placed on the Eligible List, in the order of final
scores, regardless of the date on which they filed or took the test.
The names of qualified candidates will remain on the Eligible List
for one year. Appeal of
ratings will not be allowed, as the opportunity for re-test exists. RETEST
POLICY:
Candidates
must wait six months before being allowed a retest. TERMINATION
OF THE PROGRAM:
Oneida County Department of Personnel reserves the right to
terminate this special recruitment program at any time, and re-establish a
program of periodic testing for this title.
** Issued: 05/21/08 |
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Paulette Z. Nickerson, LMSW |
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Oneida County Personnel
Department |
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© 2003 Oneida County, New York, USA |