Senior Service Desk Technician

Description

The Senior Service Desk Technician is responsible for leading a team that provides technical support and troubleshooting to all City of Melbourne Departments and employees. Their duties include handling requests for assistance related to computer hardware, software, mobile devices, telecommunications, and other technology products and services. The Senior Service Desk Technician monitors and verifies the work of other technicians in the Service Desk and manages all procedures related to identifying, prioritizing, and resolving incidents, including monitoring, tracking, and coordinating Service Desk and Desktop functions. They review and report on the ticketing system and monitor trends, technician's resolutions, and communication with employees. They also escalate tickets according to the service level agreement and complete customer satisfaction surveys after technicians have closed out tickets.
In addition to the above, the Senior Service Desk Technician is responsible for planning, designing, and analyzing the organization's service desk and desktop services according to best practices while ensuring high customer service quality and availability. They develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. They also conduct staffing capacity planning, service process design, performance analysis, and develop proactive resolution plans. The Senior Service Desk Technician contributes to escalated problem resolution by providing in-person, hands-on support to end-users when necessary, and provides advice and guidance to people with varying levels of technological competency. They collaborate with other Information Technology staff and leadership team members to facilitate a resolution as needed.
The Senior Service Desk Technician is also responsible for managing the inventory of all technology hardware, including appropriate asset tagging and accurate department/division location, and maintains logs for the deployment and issuance of all technology hardware using the Client Management System. They must accurately dispose of all technology hardware upon reaching end-of-life or if damage is beyond repair. 
The Senior Service Desk Technician reports to the Information Technology Infrastructure Manager.

Examples of Duties

The duties mentioned below are typical for this classification. If the work is similar, related, or a logical assignment for this classification, the omission of specific duties does not exclude them from the classification. Other duties may be required and assigned. Although specific responsibilities are listed, they may not be required for all positions within this classification and are determined by the standard requirements for the position.

The following text outlines in detail the duties and responsibilities of a Senior Service Desk Technician. This individual takes on a vital role, with a primary responsibility of leading the efforts to document core Standard Operating Procedures (SOPs) and user Frequently Asked Questions (FAQs), self-help, and troubleshooting guides as a part of an integrated ticketing system. The Senior Service Desk Technician must be capable of documenting the configuration of devices while updating and maintaining all documents. Additionally, the technician must provide documented responses to programmatic data calls and metrics and input to monthly and weekly activity reports and other deliverables while adhering to program quality standards.

The Senior Service Desk Technician should develop preventive maintenance plans for computer devices and perform regularly scheduled preventive maintenance of the systems and peripherals. This must be done in accordance with the government-approved maintenance plans and support efforts to degauss and sanitize data from decommissioned media or equipment.

It is the responsibility of the Senior Service Desk Technician to implement Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes in coordination with representatives from each functional department. The technician must also implement policies and procedures that outline how problems are identified, documented, assigned, and corrected in coordination with representatives from each functional department.

It is essential to the organization for the Senior Service Desk Technician to analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality and prevent future problems. Performance appraisals of Service Desk and Desktop staff should be planned and conducted by the technician. Proper recognition for achievement should be provided, and disciplinary action should be administered when necessary.

Participation in service design sessions is also required to ensure that new services and significant changes to services are communicated well to the customers. All the necessary support functions must be considered in the design to ensure the services can be appropriately operated within the agreed SLA metrics.

The Senior Service Desk Technician should communicate with vendors to oversee installation and resolve adaptation issues. The technician should ensure appropriate training initiatives for new and existing staff, install, deploy, and configure service desk tools as appropriate. The technician should manage the processing of incoming calls to the Service Desk via telephone, ticketing system, and e-mail to ensure courteous, timely, and effective resolution of end-user issues. Request handling and escalation policies and procedures must be developed and enforced, and trends in Service Desk requests should be tracked and analyzed to generate statistical reports.

The Senior Service Desk Technician should identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency. The technician should oversee the development and communication of help sheets, usage guides, and FAQs for service desk technicians and end-users. Attending training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk and Desktop issues and technologies is also essential.

The Senior Service Desk Technician should train, coach and mentor Service Desk and Desktop Technicians and other staff, manage the overall service desk and desktop activities and staff. They must contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary, attending Change Advisor Board (CAB) meetings, and monitor incident trends and anticipate potential problems for proactive resolution.

The Senior Service Desk Technician should manage and provide regular reports on the status and location of IT assets, continually monitor, and evaluate customer service processes and make the necessary changes to improve customer service quality and timeliness. The technician must also become familiar with the ITIL practices listed below:
1. Incident Management
2. Request Fulfillment
3. Problem Management
4. Change Management

The Senior Service Desk Technician must interface with vendors and associations for new technology, standards, and vendor technical assistance. They must interface with team members, shared services applications, and customers on requirements and acceptance of service changes. The technician must interface with users for problem identification and resolution and interface with network engineers, system administrators, and shared services application analysts for functional execution and incident and service request escalation.

The Senior Service Desk Technician must provide first-level support to "Return to Service" and "Service Requests" by performance SLAs and assist with Incident, Change, and Problem Management to improve all infrastructure services by performance SLAs. They must be a proficient problem-solver that can work autonomously.

Finally, the Senior Service Desk Technician should participate in various IT work activities such as feasibility studies, capacity planning, performance analysis and fine-tuning, new technology evaluation, new systems and applications technical requirements specifications, and review. The technician must provide business hour technical support for escalated client-side and server-side hardware, software, security, and network issues in a timely and customer-friendly manner and promptly provide after-hour, on-call technical support for a range of IT-related issues. The Senior Service Desk Technician should handle these responsibilities with the utmost care and professionalism.
 

Minimum Qualifications

• Bachelor's degree from four-year college or university in Computer Science or Information Technology, or a related field is preferred, along with experience in a technical support role. 
• Six to eight years' related experience and/or training; or equivalent combination of education and experience.  
• This job requires a public safety background check, including motor vehicle history, criminal history, and fingerprinting.

 
Licenses, Certifications or Registrations

• Must possess and maintain a valid Florida driver’s license. Applicants who possess a valid out of state driver’s license, must obtain a Florida license within 10 days of employment. 

• The candidate must possess at least one of the following licenses or certifications. Certifications or equivalents may be substituted for education on a 1 year per certification basis:
  1. CompTIA A+
  2. ITIL Foundations
  3. IT Service Management (ITSM)
  4. Cisco Certified Network Associate (CCNA)
  5. HDI Certified Customer Service Representative (HDI-CSR)
  6. Other relevant certifications and training may be considered. 

Knowledge, Skills and Abilities

The following skills and knowledge are essential for individuals working in leadership or supervisory roles, particularly in the field of computer technology:

• Proficiency in leadership and supervisory techniques and responsibilities.
• Knowledge of computer equipment and peripherals, including their capabilities and limitations.
• Knowledge of network analysis and design procedures and techniques.
• Ability to provide excellent customer service while handling difficult customers.
• Understanding of research techniques, methods, and procedures.
• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
• Proficiency in mathematical concepts such as probability, statistical inference, plane and solid geometry, and trigonometry.
• Ability to apply fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.
• Ability to work tactfully with deadlines, interruptions, and users.
   

  Work Environment
 

• The work environment typically involves an office setting but may also require working in communications closets and a typical data center environment.
• The ability to read and comprehend technical manuals is essential.
• The job may require working in various environmental conditions such as heat, cold, noise, and other undesirable conditions.
• The ability to comprehend conversation spoken in various tones and speeds is necessary.
• The ability to communicate effectively in English, both orally and in writing, is a prerequisite.
• The job may require reading fine print on computer paper and equipment and seeing lights on equipment.
• The ability to use hands, wrists, and fingers to write and type is necessary.
• The job may require lifting weights not exceeding thirty-five (35) lbs. and carrying them for distances not exceeding twenty (20) yards, which may seem awkward.
• The ability to bend, stoop, kneel, and squat is necessary.
• The job may require working regularly scheduled and unscheduled overtime hours.
• The job may require working in confined spaces.
• The ability to handle deadlines, interruptions, and users tactfully is essential.

Physical Demands 

• This job requires physical tasks such as talking, hearing, seeing, and repetitive movements. The incumbent should be able to lift 35 pounds, bend, stoop, kneel, and squat, and work in confined spaces. 
• The job is rated as Light Work, meaning the worker may exert up to 35 pounds of force on occasion, up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects.
• The worker may encounter disruptive individuals, threatening environments, and travel. 
• This position may require working 24/7, including on-call assignments, overtime, weekends, holidays, and rotating shifts.

 

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