Under general supervision, analyzes requests and provides technical information and services about agency programs and services to external customers. At this level, incumbents often analyze and explain complicated, varied and at times, controversial issues.
Seniors rely on research beyond existing procedures for many solutions and answers to questions.
Seniors may design and recommend changes in procedures to accommodate changes in programs and general guidelines. Research at this level usually leads to determine which portion of a procedure applies to a given situation. Provides technical information in response to diverse inquiries from external customers in person, over the phone and at training sessions or workshops. Analyzes requests for information and assistance by researching existing procedures and related resources and preparing clear and concise responses for customers. Advises and trains co-workers on complex problems.