This is a highly technical position that plays a pivotal role in ensuring the Information Technology Department meets the business requirements of stakeholders. Works cooperatively with the IT support team and stakeholders and supervises help-desk personnel to provide technical support to departments and stakeholders of the organization. The position also helps to provide administrative support for all areas of the IT Department
Involves fielding of requests from end users via a help desk system, in-person, via telephone and email in a courteous and professional manner. Effectively and efficiently utilizes the City’s help desk system to manage end-user support activities of the department as well as using the city’s financial system to track and code purchases and invoices for the department. This position also serves as a highly technical position to advise on best practices in hardware/software installation and maintenance. The position is required to prioritize and schedule work orders and escalating issues when required to the appropriately experienced personnel or department.
- Maintains the help desk system to fulfill organizational and departmental objectives efficiently and effectively.
- Serves as administrator for the City’s help desk system.
- Supervises IT Specialists, including monitoring schedules, attendance, and personal days off.
- Oversees the help desk which is the first point of contact for staff seeking technical assistance with technology issues.
- Assists in the preparation, maintenance and repair of IT hardware including desktops, laptops, smartphones, and audio-visual equipment.
- Assists in preparation, deployment, and maintenance of IT Software systems such as Windows, Microsoft Office 365, Adobe applications, endpoint security applications and other commonly used IT software packages.
- Establishes and maintains standards for help desk and personnel.
- Builds rapport with and elicit problem details from help desk customers.
- Provides strong technical guidance to staff in troubleshooting, efficient resolution, and acts as a technical escalation as needed to help resolve support issues.
- Troubleshoots problems with software, hardware, and application environments.
- Creates and maintains technical documentation.
- Coordinates and conducts technology-based training as needed.
- Develops and manages Tier 1 and 2 support processes and documentation.
- Works effectively with Systems Administrators and IT Management to ensure problems are resolved in a timely manner, issues are documented, and stakeholders are communicated with.
- Identifies service trends and proactively drives ticket volume and issues down.
- Assists in designing and administering information technology policies and procedures.
- Assists in a backup role with support and administration of the IT Department.
- Assists to operate audio-video equipment for streaming, recording, and broadcasting of City Council meetings, Civil Service meetings, Planning Board meetings, bid openings, etc.
- Assists as a backup role in the daily operations of software systems city-wide; ensures systems and network are operating, secured, backed up, and meeting the needs of the city departments.
- Assists with budget including determining the technology budget allocations required for other departments.
- Manages assigned technology projects.
- Builds knowledgebase for employee self-service issues within help desk software.
MINIMUM QUALIFICATIONS
- Ability to pass extensive and required background checks to obtain and maintain a Criminal Justice Information Services (CJIS) level 4 certification.
- Knowledge and level of competency commonly associated with the completion of an associate degree in a course of study related to the occupational field.
- Experience sufficient to thoroughly understand the diverse needs of users and requirements of systems to direct Tier 1 and 2 support tasks and coordinate work within the division/department, usually interpreted to require four years of IT Related experience with two years of help desk support functions.
- Possession of or ability to readily obtain a valid driver’s license issued by the State of Florida for the type of vehicle or equipment operated.
KNOWLEDGE AND SKILLS REQUIRED BY THE POSITION
- Skills in IT hardware and software installation, repair, and updating principles.
- Skills in IT Help Desk operations, software, and processes for an organization.
- Skills in problem solving.
- Skills in administrative tasks such as ordering IT-related hardware and software, coding invoices and monitoring relative budgets.
- Skills in inventory management
- Skills in effectively supervising help desk personnel
- Skills in interpersonal relations.
- Skills in oral and written communication.
- Knowledge and understanding of information systems, information technology management and operational policies, procedures, and practices.
- Knowledge of databases and software development principles.
- Knowledge and understanding of network technologies, hardware, and software, including those related to servers, storage, data management, networking, wireless technology, cellular technology, personal computers, peripheral equipment, etc.
- Knowledge and understanding of security and disaster recovery principles.
- Knowledge and understanding of local government finance procedures, including budget and procurement.
SUPERVISORY CONTROLS
The IT Director assigns work in terms of departmental and individual goals and objectives.
GUIDELINES
Guidelines include industry best practices, state and local requirements and statutes, vendor and technology standards and manuals, and department and city policies and procedures. These guidelines require judgment, selection, and interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of varied management, supervisory, and highly technical duties. Frequent changes to technology contribute to the complexity of the position.
- The purpose of this position is to manage the city’s help desk functions, inventory and invoicing as well as other information technology assignments. Successful performance helps ensure the efficiency and effectiveness of systems and city operations.
CONTACTS
- Contacts are typically with coworkers, other city personnel, elected and appointed officials, vendors, contractors, representatives of other organizations, other IT professionals, and the general public.
- Contacts are typically to exchange information, motivate people, negotiate matters, resolve problems, and provide services.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light and heavy objects, climbs ladders, uses tools or equipment requiring a high degree of dexterity, and distinguishes between shades of color.
- The work is typically performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
- This position supervises IT Specialists
** These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position if they work is similar, related, or a logical assignment to the position.