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Performance Management Competencies
These competencies can be used to establish employee performance expectations and to periodically assess employee performance results. Assessment of employee performance results will be a principal manner in which employees will advance through their assigned career path salary band
| Troubleshooting/Problem Solving |
| 1-75 Apply principles of troubleshooting to analyze, diagnose and resolve problems (Systematic approach, simplify and isolate problems, use of process of elimination practices, work sequentially from one point to the next, use of modeling/testing scenerios and other investigative technique(s) |
1-100 Comprehend & apply copyright lawas in specific situations |
2-230 Apply principles of troubleshooting to solve computer and/or electronic operational problems of increasing complexity, scope and impact |
| 2-250 Recognize when repairs to computer, electronic and/or mechanical devices are or are not permitted under manufacturer warranties and take appropriate action |
2-260 When updating or reconfiguring, avoid interfering with currently functional equipment and/or applications at the workstation or component level |
3-220 Apply principles of troubleshooting to solve complex problems, (multiple devices/vendors, network and internet connections and protocols, "Fix it here and break it over there" scenerios); use of technological tools to facilitate troubleshooting process |
| 3-235 Resolve hardware/software compatibility issues associated with multi-vendor environments, using equipment and part substitution, work-arounds, patches and/or reformatting tools |
3-300 Maintain, troubleshoot and repair electronic and mechanical systems, including communications (microwave, radio, television), propagation, transmission and reception, modulation/demodulation and interference mitigation |
4-55 Identify and resolve impending problems with attention to the "ripple effect" of isolated problem solving, while adhering to time, service and budgetary constraints |
| 4-60 Ensure that currently functional College-wide systems continue to operate within normal parameters (performance, fault-tolerance, capacity); take steps to prevent system failures or downtime. Develop and maintain disaster recovery plan(s) as appropriate to the needs of the College and user community |
4-90 Apply principles of troubleshooting at the highest levels of complexity and scope; problem solving at the College/System level, affecting all users |
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| Customer Responsiveness |
| 2-160 Respond to requests arising from changing customer needs associated with technology applications in the workplace |
2-165 Comprehending users' written and oral requests: facilitating problem solving by synthesizing actual technical issues from users' perception and descriptions |
3-260 Identify and resolve problems arising from technology changes in the workplace, as they affect customer needs |
| 3-290 Use creativity and artistry, as well as technical expertise, in web page design to achieve functional and "user-friendly" web pages |
3-325 Understanding of and willingness to accomodate "urgent" needs of users and/or students, especially during critical periods |
4-50 Proactively anticipate problems arising from technology changes as they affect customer needs; initiate and/or lead process or resolution |
| 4-105 Dedication to tasks and the willingness to put personal factors aside to achieve the goals of the College and/or mission-critical situations in time |
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| Workplace Awareness |
| 1-120 Applying safe work practices to general and/or specific workplace environments |
1-125 Maintaining regular attendance; punctuality and dependability practices |
1-140 Demonstrating good work habits, including productive use of time and resources |
| 2-305 Understanding and following College security procedures and ethical practices |
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| Communication/Interpersonal Relationships |
| 1-110 Communicating orally and in writing in a helpful, open and positive manner, as well as ability to work cooperatively with others |
2-265 Communicating technical information (both written and oral) with people possessing varying levels of technical knowledge and skills |
2-285 Effective listening and question posing techniques to determine source of problem |
| 3-280 Formulate and express complex and technical "how-to" information for technical and/or non-technical users (e.g., software installation and configuration, remote access) |
4-95 Express highly technical "how-to" information for non-technical users (e.g., system documentation, router configuration, etc) |
4-100 Communication techniques associate with active listening, persuasion and consensus building and team leadership, where there are potentially divergent perspectives |
| Teamwork |
| 2-275 Working collaboratively in a team setting to resolve problems |
3-320 Working cooperatively with others in work "pressure" settings, characterized by frequently changing work priorities, multi-task workflow, open-ended assignments and detailed work, requiring a high degree of accuracy |
3-340 Work effectively in a team setting to arrive at consensus, accepting responsibility for the work of the team and communicating before taking action that could disrupt functionality |
| 4-45 Assess current and future work roles for changing workload dynamics (team leader) |
4-110 Working collaboratively in a team environment in which team members are mutually accountable for the team's success
(Checklist to determine Level placement:
1. Is your role in the team representational?
2. Are you the team leader?
3. What is the impact of the project? |
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