1 HELP DESK SUPERVISOR Occupational Code: 1551 Salary Range: 28A Status: Classified FLSA: Exempt Established: 7/04 Revised: 11/05 2/06 4/06 NATURE OF WORK: Technical specialized work responsible for supervising the help desk activities. An employee in this class is responsible for scheduling and supervising the work of Information Technology Technician s I, II and III s assigned to the Help Desk, which provides a single point of client contact for all problems and inquiries regarding Information Technology services and assures excellent customer service between IT and the client base. An employee in this classification must exercise reasonable initiative and independent judgment in problem reporting and solution, and scheduling personnel and equipment within established procedures to ensure timely output and integrity of data. Work also includes the responsibility of training and evaluating subordinates performance. This employee will receive general supervision from a senior technical manager. ESSENTIAL FUNCTIONS: (The examples of work listed in this class specification are not necessarily descriptive of any one position in the class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment for the position. Examples of work performed are not to be used for allocation purposes.) Plans, coordinates and supervises execution of projects, work assignments and workloads for help desk personnel, ensuring adherence to departmental policy and procedures and provides reports on help desk activities, performance and operational issues. Develops workflow, processes, goals, and policies to continually improve the quality of customer service and technical service provided to the help desk customers. Independently studies, develops and standardizes complex technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met. Develops and continually updates training material for new and existing help desk staff for transfer of knowledge of City network structure and applications including conducting training sessions to improve technical and troubleshooting skills to enhance technical service provided by help desk. Independently performs system administrator functions when necessary to troubleshoot or administer Windows Servers, network applications or network infrastructure components, including Microsoft Exchange, SMS, Active Directory, TCP/IP, DHCP, DNS, IIS, SQL and other network administration servers using network management and remote administration tools.
2 Works with System Software Manager s group to improve communication, and standardize processes, workflows and procedures between the groups. Develops knowledge of all city network and desktop support systems in order to provide comprehensive support. Coordinates sessions with departmental group managers to provide transfer of information of ongoing and future projects in their departments that impact the help desk. Coordinates steps with departmental managers to maintain the end user community informed of any changes that will impact their computer use. Plans, develops and implements projects to educate the end user community on computer related tasks that will improve their efficiency such as a Help Desk Website with FAQs, Help Desk Tips via , notifications of new support topics available at the help desk, etc. Develops process, implements, and manages a policy committee which creates, submits for approval, and publishes ITD and citywide policies that are related to desktop support. Act as System Administrator for Magic applications such as Work Orders, Clients, Subjects and Applications, Emergency On-Call List, White Boards, Customer Service Feedback Surveys, Self-service, etc. Plans, develops and coordinates changes or enhancements to the help desk software as needed. Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders and compiling reports on customer service feedback surveys. Researches and implements support call reduction plan by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as s or walk-ins), adjusting resources as needed to ensure minimum call wait time, and providing solutions to reduce recurring support requests or complaints. Compiles data regarding established performance metrics for the work unit, analyzes said data, prepares summaries, recommendations and implements plans to improve metrics that raise service standards. Monitors & tracks turn around time for all work orders, interpersonal communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other areas. Plans, implements, and monitors the workflow process to escalate support calls. Plans, implements, and monitors the workflow process to assign urgency levels to each work order, which will determine the priority and time frame in which the work order should be resolved. Assists in daily operation of the help desk, which includes, but is not limited to: resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software.
3 Provides guidance to lower level technician in the resolution of customer service and technical problems using the proper implementation and interpretation of procedures. Installs enterprise standard virus protection software, backup and recovery software, electronic mail, internet software, office automation products and standard operating system software. Analyzes complex computer hardware and software problems to determine causes of failure and implements appropriate remedies according to established departmental standards. Implements and develops network back and disaster recovery procedures. Assists with the creation of standard desktop/laptop/server software images. Performs research on new technologies and their applicability to the City of Miami s technical needs and advises superiors of new equipment needs. Assists in the planning, coordination and implementation of Active directory delegation and group policy implementation. Assists in developing process and logical database design structure. Assists in the help desk support strategy implementation for Oracle. Assists and participates in bi-weekly Tech Managers meetings and Deployment meetings. Implements a schedule to ensure appropriate coverage of help desk during normal business hours. Performs special projects and related work as required. DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS: (The knowledge, abilities and skills identified in this class specification represent those needed to perform the duties of the class. Additional knowledge, abilities and skills may be applicable for individual positions in the employing departments.) Considerable working knowledge of the most current released version or its most immediate predecessor of the following: Microsoft Operating Systems (Server & Workstation), Microsoft Servers, Security Products, Exchange, DC, PRINT, VPN, RAS, etc.), Network Protocols (TCP/IP, WINS, DNS, DHCP), and network devices such as hubs, switches, routers, firewalls, and wiring. Considerable working knowledge of the most current released version or the most immediate predecessor of Microsoft Office and related Microsoft Office automation products. Considerable knowledge of statistical and other research methods and procedures. Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
4 Good knowledge of the latest Microsoft Windows desktop and server operating systems. Ability to plan, organize, and supervise the work of a number of technical subordinates. Ability to exercise initiative in an effort to resolve and follow-up on problems; handle several tasks simultaneously. Considerable experience supporting servers and computers in a TCP/IP environment. Considerable knowledge of Internet browsers. Ability to use the Internet to perform research, diagnose and resolve problems, and download software. Considerable understanding of the inner workings of an IBM compatible PC. Good technical writing skills. Ability to adhere to established standards, and complete projects within stringent time schedules. Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned. Ability to perform well under pressure. Ability to analyze and diagnose problems quickly to come up with a workable solution within prescribed standards. Ability to research technical topics and communicate the end results of the investigation. Ability to maintain professional working relationships with fellow employees and users. Ability to express oneself clearly and concisely, both orally and in writing. Ability to work closely with and explain sophisticated technology and processes to end user community. Ability to interface with high profile users in very demanding situations. Must be willing to work overtime, night, weekends, and holidays when required to meet critical deadlines. DESIRABLE BASIC TRAINING AND EXPERIENCE: Bachelor s Degree in Information Technology, or any other related field, A+ certification, and considerable (2 4 years) experience which involved a combination of troubleshooting, installing, upgrading, or maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, MS Exchange and virus protection software
5 operating in the most current released version or the immediate predecessor in a Microsoft environment; (6 months 2 years) experience in a customer service environment working with supporting information resources; and (6 months 2 years) experience supervising staff responsible for supporting information resources. Additionally, applicants must possess a minimum of two years experience working with TCP/IP, WINS, and DNS. A Valid Driver's License from any state (Equivalent to a State of Florida Class E) may be utilized upon application, however prior to appointment a State of Florida Driver's License (Class E or higher) must be presented to the Department of Employee Relations. Equivalent combination of education and experience beyond an Associate s degree. OR TOOLS AND EQUIPMENT: Personal computer, laptops, printers, and other general office equipment. PHYSICAL DEMANDS: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) This is work in an office environment. Hand-eye coordination is necessary to operate a computer, mouse, and keyboard and other office equipment, as needed. While performing the duties of the job, the employee is frequently required to sit, stand, talk, hear, use hand to finger, handle, feel or operate objects, tools or controls; and reach with hands and arms; see color and depth perception; drive a motor vehicle; lifting lbs is occasionally required. WORK ENVIRONMENT: (The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Must be adaptable to performing under frequent stressful conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day.
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