Support – Individual Contributor Career Level Guide

Responsibility level: Requires basic skills with focus on developing some specialized skills.

Impact to the work group or department level: Some impact.

Confidential data: Seldom works with confidential data.

Guidance provided to other staff: Generally does not provide guidance/direction, training, or technical assistance.

Knowledge level: Basic knowledge of process for the assigned work.

Performance of tasks: Can perform standard tasks within the work group.

Use of knowledge: Ability to learn new information/tasks.

Types of problems addressed: Problems and questions are typically routine.

Resolution of problems: Clearly prescribed rules, past practices, or instruction are utilized to direct work; escalates situations outside of standard operating procedure or practice.

Decision making: Advice and guidance on anomalous or problem areas is made available from a more senior coworker or supervisor.

Exercising judgment: Under close supervision, exercises limited independent judgment, relying on instructions and established guidelines.

Review of work: Work typically involves detailed checks or close review of output by a senior coworker or supervisor.

Years of experience: 0–2 years of relevant or direct experience.

Typical education level: HS diploma required; associate’s/bachelor’s degree may be required in some positions.

Responsibility level: Has greater responsibility to perform all of the standard work within the work area.

Impact to the work group or department level: General impact.

Confidential data: May have access to a limited amount of confidential data where disclosure would have internal impact.

Guidance provided to other staff: May provide limited guidance/direction, training, and technical assistance to entry-level support or students.

Knowledge level: Practical working knowledge of a technical or specialty area.

Performance of tasks: Performs all of the standard, and some technical, aspects of the work group.

Use of knowledge: Ability to readily learn and apply new information/task in area of work.

Types of problems addressed: Problems are moderately complex and require ability to identify causes, analyze data, and resolve issues.

Resolution of problems: Complex, unusual problems referred to supervisor for guidance.

Decision making: Advice and guidance is made available for moderately complex problems from a more senior coworker or supervisor.

Exercising judgment: Under general supervision, exercises independent judgment in accordance with policies, procedures, techniques, relying on limited experience to plan and accomplish work.

Review of work: Work may involve regular review of output by a senior coworker or supervisor.

Years of experience: Typically has 2–4 years of experience.

Typical education level: HS diploma required; associate’s/bachelor’s degree or other technical or specialized skill training/certification may be required in some positions.

Responsibility level: Skilled in area of responsibility.

Impact to the work group or department level: Moderate impact.

Confidential data: May work with confidential data where disclosure would have internal impact.

Impact of erroneous decisions or actions: May have some impact on students/staff/public.

Guidance provided to other staff: Provides limited guidance/direction, training, and technical assistance to junior-level support or students.

Knowledge level: Thorough working knowledge of technical/specialized tasks and responsibilities.

Performance of tasks: Performs all of the standard and most technical aspects of the work group.

Use of knowledge: Effectively applies technical skills and knowledge in accomplishing tasks.

Types of problems addressed: Problems are complex and require advanced skills to resolve.

Resolution of problems: May modify processes to resolve situations with supervisory approval.

Decision making: Advice and guidance is made available for complex problems from a more senior coworker or supervisor.

Exercising judgment: Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes.

Review of work: Work typically involves periodic review of output by a supervisor or direct “customers” of the process.

Years of experience: Typically has 4–6 years of experience.

Typical education level: Associate’s degree or equivalent, related experience required; may require other technical or specialized skill training/certification in some positions.

Responsibility level: Highly skilled in an area of responsibility.

Impact to the work group or department level: Consistent impact.

Confidential data: May work with confidential data of major importance where disclosure may have adverse impact both internally and externally.

Impact of erroneous decisions or actions: Has an impact on students/staff/public.

Discretion: Discretion may be exercised, with results that can have a financial or operational impact.

Guidance provided to other staff: Provides guidance/direction, training, and technical assistance to junior-level support personnel or students; may assist coworkers with handling complex problems.

Supervision of others: May contribute to employees’ professional development, and may have input on hiring, performance, or firing.

Knowledge level: Advanced knowledge of technical/specialized tasks and responsibilities.

Performance of tasks: Performs all of the standard and technical aspects of the work group.

Use of knowledge: Effectively applies technical skills and knowledge in accomplishing complex workload.

Types of problems addressed: Problems are varied and complex and require advanced skills to resolve.

Resolution of problems: May modify processes to resolve situations independently.

Decision making: Advice and guidance is made available for multifaceted problems from a more senior coworker or supervisor.

Exercising judgment: Relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes; course of action is often determined by interpreting procedures and policies and coordinating action plans.

Review of work: Work may involve periodic review of output by a supervisor or direct “customers” of the process.

Years of experience: Typically has 7+ years of experience; experience in a lead support role desired.

Typical education level: Associate’s degree or equivalent, related experience required; other technical or specialized skill training/certification is required in some positions.