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Senior Technical Support Analyst
2 months ago
Location: Warwick, RI
Job Type: Non-Union (99)
Department: DEPARTMENT OF ADMINISTRATION
Division: Internal Service Programs
Pay Grade: 135A
Classification: Classified
Work Schedule: Monday - Friday, 8:30am - 4:00pm
General Overview:
This position entails overseeing the planning, organization, and evaluation of a small team of technical support personnel dedicated to systems management, network oversight, and telecommunications management within a specified technical domain. Responsibilities include diagnosing operating system and hardware issues, as well as related tasks as necessary.
Supervision Structure:
The role operates under the general guidance of a superior, allowing for significant autonomy in executing technical support functions. Performance is assessed upon completion based on results achieved and adherence to established policies and objectives.
Team Leadership:
The incumbent will manage, organize, and review the contributions of subordinate technical staff and additional personnel assigned to assist.
Key Responsibilities:
- Lead the planning, organization, and oversight of a technical support team engaged in systems management, network administration, and telecommunications within a designated specialty, including troubleshooting operating system and hardware issues.
- Oversee the installation and maintenance of mainframe, mini-computer, and network operating systems, along with data management, telecommunications, performance, and capacity management.
- Implement necessary methods and procedures to support all activities related to system installation, modifications, problem resolution, performance, and operational capabilities.
- Provide technical support services to operations and applications staff across various specialty areas.
- Assist state government agencies in preparing bid specifications for the procurement of hardware, software, and services related to the specialty area.
- Plan and conduct training sessions aimed at educating technical staff on new or improved hardware, software products, or procedures.
- Offer guidance and direction to subordinate technical staff on complex or unique issues.
- Perform related duties as required.
Knowledge, Skills, and Abilities:
A solid understanding of the principles, practices, methods, and techniques essential for systems, network, and telecommunications management; comprehensive knowledge of operating systems, utility, and diagnostic software pertinent to the area of specialization; familiarity with the operational functions and complexities of computer, network, and telecommunications equipment; proficiency in diagnosing technical issues causing system interruptions; ability to effectively plan, organize, and supervise the work of subordinate technical staff; capability to conduct training sessions for technical, operations, and applications staff regarding new hardware, software, and procedures; and the ability to establish and maintain effective working relationships.
Education and Experience:
Education: Graduation from a recognized college with a degree in Computer Science;
Experience: Involvement in planning, supervising, and reviewing the work of a technical support team in the area of specialization.
Alternatively, any combination of education and experience that is substantially equivalent.
Additional Information:
- 3+ years of combined IT and IAM work experience.
- Experience with a large, complex technology organization, addressing key access control challenges, and systematically resolving high-risk issues.
- Minimum 3 years of experience with Azure Active Directory (EntraID P2), including Conditional Access, RBAC, Multifactor Authentication, and Azure AD Application Registration.
- In-depth understanding of the Identity Lifecycle and best practices.
- Knowledge of Information Security principles and adherence to federally mandated standards.
- Monitor changes to IAM in the risk profile of critical business applications.
- Experience with enterprise IAM functions and internal/external audits.
- Certifications in IAM or related technologies (e.g., Microsoft Certified: Identity and Access Administrator, CISSP).
- Experience in public sector or government environments.
