Dona Ana County Customer Support Supervisor- IT in Las Cruces, New Mexico

Manages the support of end user equipment and applications throughout the organization. Ensures that first level support is provided in a timely fashion. Identifies systemic issues and finds solutions to address them. Supervises the Computer Technicians group and Service Desk Technician. Acts as next level support for issues where Computer Technicians require further assistance to resolve issues. Available to respond to problems and incidents 24 x7.

(A position may not include all of the duties listed, nor do the listed examples include all of the duties which may be found in a position of the class. An individual must be able to perform the essential functions listed below and a reasonable accommodation may be made available to qualified individuals with disabilities to perform the essential functions of the job).

Supervise Computer Technicians group and Service Desk Technician.

  • Review work orders for group and ensure timely completion of requests

  • Coordinate, prioritize and schedule work

  • Ensure that procedures and guidelines are followed within the unit

  • Schedule, supervise, evaluate and train employees of the customer Support team and Service Desk Technician in accordance with IT and DAC policies and procedures

  • Define procedures, guidelines and standards for area, including user account management.

  • Formulate procedures and guidelines for creating or modifying user accounts and groups in Active Directory and other applications.

  • Create processes for on-call rotation, after hour service requests and routine handling of service requests.

  • Create standards for area (Service Level Agreements, maintain list of services offered by area and associated goals and measures, etc.).

  • Review performance of team versus adopted Service Level Agreements and standards.

Manage end user computing device configurations, including software deployment packages and imaging of PCs.

  • Create software deployment packages.

  • Troubleshoot issues with software deployments.

  • Create images/”task sequences” for baseline deployments of desktop operating systems used by the county.

  • Manage application deployment to county-owned, managed workstations and mobile devices.

  • Manage configurations of end users devices using tools such as Group Policy, Mobile Device Management software, etc.

  • Review and approve software deployment packages created/modified by PC Technicians.

Act as a technical supervisor for the PC Technicians team.

  • Act as next level support for PC Technician tickets that require escalation

  • Identify and proactively resolve larger scale problems.

  • Escalate identified problems to other teams when necessary and work with them to ensure timely resolution.

Develop and present user support and training materials.

  • Along with other IT Managers, curate and manage the user-facing knowledge base.

  • Prepare and present new employee orientation materials.

  • Along with other IT Managers, curate and manage the internal knowledge base/wiki IT documentation.

PC Purchasing and replacement planning.

  • Creates and maintains the PC/End User Computer Replacement Plan.

  • Plans and schedules computer replacements.

  • Selects standard computers and peripherals available to end users and supported by IT. Works with vendors to obtain quotes.

  • Approves requests to purchase computers and peripherals.

  • Provides quotes for computers, peripherals and other small IT equipment.

Maintain server applications used for management of service requests and configuration management.

  • Manage and maintain service request system (e.g., Track-IT or Cherwell).

  • Implement agreed upon standards in service request system (SLA’s, OLA’s, etc.) to the extent possible.

  • Manage and maintain end user computing configuration management systems (e.g., SCCM and SimpleMDM).

  • Identify and assist PC Technicians in the use of tools that integrate with these systems to make IT processes function more smoothly.

ADDITIONAL DUTIES. Perform other job-related duties as assigned

Education. Bachelor’s degree in Computer Science or a related field.

Experience. Four (4) years of experience in PC troubleshooting/repair, service desk, and managing server applications. Experience with systems management software, such as Microsoft System Center Configuration Manager (SCCM). Supervisory experience preferred.

Education/Experience substitution. In accordance with County policy.

Licenses/Certifications. Valid driver’s license required. A+, Network+, CCNA or other IT industry certification(s) preferred.

Other (e.g., post-offer medical exam, polygraph, background check, driver’s license record, etc.). NCIC, background and driver’s license record check

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION:

The position requires strong leadership and organizational skills. Ability to troubleshoot complex PC, systems and other computer problems. Knowledge of computer networking, telecommunications, phone and voicemail systems. Knowledge of and ability to manage user accounts in Active Directory, Exchange and Enterprise software systems. Knowledge of service desk management principle and processes s is required.

ID Requisition Number: 2017-2431

Department: Information Services

Post End Date: 8/27/2017

External Company Name: Dona Ana County

External Company URL: www.donaanacounty.org