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Technical Support Supervisor
2 months ago
Position Overview:
The Help Desk Lead is responsible for overseeing technical support operations; planning, installing, and maintaining software systems and associated products; providing guidance on hardware and software requirements; and addressing issues assigned by the Help Desk.
Key Responsibilities:
Assist users within the Office on Aging with various technical inquiries. Acquire and sustain the necessary technical resources for staff to effectively perform their roles. Diagnose and resolve a range of computer-related issues. Coordinate hardware repairs for technical equipment connected to the network. Troubleshoot and fix all non-networked devices. Conduct analysis, procurement, installation, maintenance, and upgrades of computer/server hardware, operating systems, and software tools. Lead the resolution of helpdesk requests related to the agency's case management system.
Provide troubleshooting, repair, and recommendations for technical equipment utilized or purchased. Train staff on new procedures and the use of software and equipment. Ensure that the appropriate security documentation is processed for users to access network applications. Develop user profiles based on job functionality levels on the network and monitor these profiles. Oversee the purchasing and upgrading of county-owned equipment. Engage in IT projects to evaluate technology needs and develop, implement, and enforce security policies and procedures.
Guide the creation of training and support documentation.
Act as the IT liaison with state and county agencies, partners, private contractors, and other IT personnel to ensure effective system development and implementation.
Share information and cultivate productive working relationships. Participate in various internal and external meetings, including regular staff gatherings.
These responsibilities are illustrative and may encompass some or all of these or other job-related tasks as assigned.
Essential Qualifications:
Knowledge of leadership principles; agency policies and procedures; governmental structure and processes; electronic data management. Familiarity with inventory management; employee training; office procedures; electronic data processing. Proficiency in word processing and equipment operation. Ability to identify unusual or threatening situations and take appropriate action; address problems involving multiple variables in familiar contexts; apply principles to resolve practical, everyday issues; comprehend the practical field of study; define problems, gather data, establish facts, and draw valid conclusions; interpret a wide range of technical materials in books, journals, and manuals; manage numerous variables and determine specific actions; complete routine forms; understand technical manuals and verbal instructions; create instructions and specifications regarding the proper use of machinery; gather, collate, and classify information about data, individuals, or items; handle sensitive inquiries from officials and the general public.
Minimum Qualifications for Employment:
Any equivalent combination of relevant training and experience, including but not limited to: a Bachelor's degree in business administration, computer science, or a related field, along with twelve (12) months of experience in software installation, hardware maintenance, and technical troubleshooting for operating systems.
Additional Requirements:
Must fulfill background check requirements.
Supervisory Responsibilities:
None required.
Unusual Working Conditions:
N/A
