Technology Services Support Supervisor - St Louis, United States - City of Clayton

Description

PURPOSE OF POSITION:

This position is the supervisor for all staff related Help Desk issues and requests for IT Support Services. This position is also a working supervisor role responsible for troubleshooting and analyzing technical issues and service requests and providing timely solutions to all City departments. Primary job responsibilities are for supervision of IT Support staff, desktop hardware, productivity software and interfaces with various applications; Windows operating systems; mobile device management; and, end user education.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

1. Manage all aspects of the helpdesk, including but not limited to, direct supervision of the IT Support Specialists (ISS), hold regular calls with the ISS's to review tickets, follow-up on old tickets (over 30 days), ensure tickets are kept up-to-date and that proper statuses are being used, correlate similar tickets to identify widespread issues and trends, reassign tickets as necessary, monitor activity entered to attempt to prevent escalation of customer service issues, improve utilization of the helpdesk features such as Checklist and FAQs, route all requests to the mailbox, ensure overnight tickets are deescalated, ensure all ISS's availability in the helpdesk system is correct.
2. Manage staffing and workload of the ISS's to include handling out of office requests, holding one-on-one meetings to review projects, and create and conduct year-end performance reviews.
3. Provide timely end user technical support, troubleshooting and resolution of technical issues for networks consisting of approximately 500 nodes in a Windows Server Active Directory Domain with a Windows 10 Desktop OS environment. Work involves using Active Directory and Group Policies to complete tasks.
4. Provide technical support during the installation, maintenance, upgrade and testing of computer hardware (desktop, laptop, and printers) and software systems. Responsible for desktop deployment in both a physical and a virtual environment (VMware Horizon View) using desktop imaging best practices and rebuild personal computers as needed including replacing hardware, restoring and reconfiguring operating systems, setting up network connections (wired and wireless), configuring email clients (Outlook and OWA), and installing applications and software drivers
5. Implement and enforce security best practices on desktop firewalls, antivirus and other applications reviewing for HIPPA, PCI and CJIS compliance.
6. Provide organizational support, troubleshooting, technical assistance and training as needed for all City employees on operating systems, desktop productivity software, Sharepoint, and a variety of municipal government applications.
7. Consult with application vendors to identify and document program bugs and resolve user requests. Assist with vendor support onsite and remotely. Test and evaluate new software for potential use/conflict with currently installed software. Keep currently installed software up to date to reduce security vulnerabilities.
8. Configure various mobile devices throughout the City in regard to email clients and wireless connectivity, including IOS, Android and Windows devices. Enroll and manage mobile devices in the City's Mobile Device Management platform.
9. Perform moves, adds, and changes (MAC's) for the City VoIP telephony system.
10. Perform moves, adds, and changes (MAC's) for the City Badge Access system.
11. Perform moves, adds, and changes (MAC's) for Cable Television services throughout the City.
12. Maintain complete and accurate inventory of all end user hardware, software, warranty and maintenance agreements. Responsible for the approved destruction/recycling of used computer equipment and maintenance of disposal records per policy.
13. Assist with maintaining on- and off-site backups of all system files and databases per policies.
14. Manage and deploy Microsoft Windows updates utilizing Windows Server Update Services (WSUS).
15. Coordinate activities such as creating and managing user rights, file access and security to all City files and applications and share responsibility for setting up and maintaining print queues.
16. Evaluate desktop equipment for purchase or replacement; seek and analyze quotes/bids following the City's purchasing policy; and assist in processing purchase orders and invoices.
17. Perform scheduled health checks of all Infrastructure systems and notify the City Network Engineers of any potential problems.
18. Periodically work outside normal business hours for certain projects.
19. Maintain and update all application software and operating procedures documentation.
20. Remain current on changing technology.
21. Provide support to other technology staff on special projects as required and perform other duties as assigned.

MINIMUM QUALIFICATIONS:

Associate's Degree in Information Technology or equivalent with a minimum of two (2) years' work experience in PC Desktop and applications support and at least (1) years' supervisory experience. One or more of the following industry standard certifications is preferred: MCP, A+, Network+, or related certification.

Two years of experience with Microsoft Windows responsibilities. Experience in a VMware Horizon View virtual desktop environment desired.

Demonstrated proficiency of basic networking principles such as TCPIP, OSI Layers and other common networking principles.

Must possess valid driver's license. Must be able to drive personal vehicle, on occasion when City vehicle not available, between multiple work locations (mileage reimbursement available) to complete job tasks.

Candidates must pass a background and fingerprint check as required by CJIS (Criminal Justice Information Systems).

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to lead project management initiatives by accomplishing objectives through the collective efforts of other team members to meet goals and deliverables in a timely and cost-effective manner.
• Ability to work independently and have good judgment as to when supervisory assistance is needed. Ability to take direction when needed and to identify and respond to critical situations.
• Ability to support, interact and maintain an effective relationship with all levels of customers demonstrating a high level of customer service skills.
• Ability to develop and maintain positive relationships with vendors and to coordinate vendor assistance.
• Ability to proficiently handle helpdesk procedures, ticket resolution, and use of industry standard troubleshooting tools.
• Ability to read, understand and apply procedures from technical system manuals.
• Ability to review issues logically using strong analytic skills with attention to detail, apply necessary troubleshooting skills and follow up as needed.
• Ability to remain organized and set appropriate priorities, multi-task, and identify and respond to critical situations under pressure.
• Knowledge of or ability to learn HIPAA, PCI, and CJIS compliance.
• Ability to effectively communicate technical information verbally and in writing and develop, coordinate and provide training programs and/or educational materials to be distributed or presented to user groups.
• Ability to accurately and concisely compile, prepare and maintain important documentation in an orderly manner for later reference.
• Ability to adapt to and support operational and technological change with flexibility, openness and a desire to learn.
• Detailed knowledge and skill in current Information Technology, industry standards and best practices including:
  • Knowledge in network design, configuration, operation, troubleshooting and security in a complex network environment;
  • Knowledge in configuration, installation and operational support of network servers, database servers, personal computers, monitors, printers, scanners, and other communication storage devices and their operating systems;
  • Ability to document standards and best practices;
  • Proven technology implementation experience;
  • Knowledge of Windows operating systems and professional software.
• Strong problem-solving skills.
• Ability to perform diagnostic maintenance and support operations for existing computer equipment.
• Ability to work under tight time frames to meet target dates.
• Ability to take control of situations in a responsible manner.
• Ability to establish and maintain effective and professional working relationships with employees and governmental officials.
• General knowledge of current office practices and procedures and knowledge of the operation of standard office equipment.
• Ability to understand and effectively carry out verbal and written instructions.
• Ability to develop, interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
• Ability to define problems and deal with a variety of situations.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to maintain discretion regarding business-related files, reports and conversations, within the provision of open records law and other applicable State and Federal Statutes and Regulations.
• Ability to maintain confidentiality.
• Ability to work the allocated hours of the position, including after hours for 24/7 operations.

PHYSICAL REQUIREMENTS

This is medium work requiring the exertion of up to 35 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects; work requires the ability to sit for extended periods of time at a work station or desk, but will also work in awkward or confining workspaces where the environment may be dusty.

Physical activities include bending/stooping, squatting, crawling, climbing, kneeling, balancing, pushing/pulling, repetitive foot and hand movement. Also includes the necessity to communicate by talking, hearing/listening.

WORK ENVIRONMENT

Works if an office setting, in generally comfortable conditions.

In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.