Telecommunications/Network Technician Supervisor

6 days ago

New Castle, United States DelDOT Full time

Introduction

Make a Difference with DHSS

Our mission at the Department of Health and Social Services (DHSS) is to improve the quality of life of Delaware citizens by promoting health and well-being, fostering self-sufficiency, and protecting vulnerable populations. We prioritize personal and family independence by assisting individuals and families in a variety of life areas.

We offer numerous career opportunities and are dedicated to attracting and retaining highly talented individuals who are ready to make a difference in their community today. DHSS is a great place to kick-start your profession.

For more information, please visit today

Summary Statement

The incumbent for this position will be the Supervisor for the DHSS HELPDESK. The incumbent will provide technical, operational support and management of the critical first-line of response for information technology support for the 7 Helpdesk Analysts. The incumbent will be responsible for planning, directing, and organizing the operations of an automated help desk services ensuring appropriate coverage for computers/telecommunications/network problem diagnosis and resolution. Work includes overseeing vendor support, system security, establishing, implementing policies, procedures, standards, and evaluating, reporting deficiencies, trends, and Service levels. May develop and administer Helpdesk and other service agreements.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

TELECOMMUNICATIONS/NETWORK TECHNICIAN:

Configures, installs, tests, troubleshoots, repairs and monitors operation of LAN hardware/software including desktop computers, data/voice/video communication systems, including peripheral devices, wiring and cabling to ensure connectivity and functionality. Identifies and resolves network and telecommunication system malfunctions including connectivity and functionality for mainframe and remote access and other connections/interfaces; start/restart network after disruptions or failures using computer diagnostic tools and software; run system backups; resolves desktop computer problems. Provides customer service through central service desk/help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs. Maintains database of user problems and resolution. Performs routine network systems administration to include, but not limited to: addition/deletion of users and hardware/software, defining access rights, implementing and ensuring compliance with security procedures and policies, purchasing hardware/software through state contracts, planning and implementing desktop computer migration and maintaining inventory control systems. Advises and trains users on the operation and capabilities of hardware and application software. Plans, schedules, installs and tests software updates and hardware upgrades; conducts needs analysis of equipment, software, network security, budget, disaster recovery concerns, training and equipment resources to plan and recommend network changes in ways that meet program goals. Coordinates network expansion with agency technical staff, consultants, contractual vendors or Department of Technology and Information (DTI).

Note: This classification can support only the large scale, most complex data networks and some of the agencies employing mid-range data networks.

Job Requirements

JOB REQUIREMENTS for Telecommunications/Network Technician Supervisor 
 Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

Three years experience in administering computer data networks which includes troubleshooting, diagnosing and resolving hardware and software problems. Three years experience in installing, testing, and configuring computer data networks including associated wiring, network dependent devices and infrastructure components. Knowledge of information technology project management which includes planning, scheduling, staffing, coordinating, controlling, monitoring, evaluating and reporting on status of IT projects. Knowledge of computer data network design or redesign. Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.

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