Salary: $57,240.00 – $66,033.00 Annually
Location : Norristown, PA
Job Type: Full-Time
Job Number: 23-111
Department: IT – Admin
Opening Date: 07/31/2023
SUMMARY
Reporting to the Chief Technology Officer, the incumbent supervises the ITS Helpdesk operations. Provides systems support for multiple software platforms and applications. Works with a team of different infrastructure personnel to provide ideas for problem solving and technical planning. Works with application support personnel and outside vendors to resolve issues with various application packages used by the County.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Supervises Helpdesk operations and staff;
* Deploys technical staff and equipment where needed;
* Monitors helpdesk efficiency and reports to the infrastructure development manager on a routine basis regarding call closures and backlogs;
* Aids the helpdesk operators on call assignments and escalates;
* Provides second and third level support on difficult problems;
* Provides both departmental and County support of various system and application software in a local area network environment;
* Provides expertise and training on operating systems, hardware environments, general applications, and network interconnectivity;
* Works with vendors to resolve issues involving 3rd party software within the county operating environment:
* Develops, implements and maintains County wide remote management and call tracking systems;
* Works with a diverse staff of infrastructure support personnel including the network administration, development teams as well as others;
* Provides 3rd level support for problem solving and technical planning on a variety of technical issues. Leverages existing in-house solution to deploy, manages and maintains systems and software to minimize overlapping tasks and maximize efficiencies;
* Works with CTO, Deputy CTO as well as other department heads on strategic planning;
* Manages and maintains new system rollouts for all County departments;
* Manages and maintains computer inventory for County using an asset tracking system;
* Manages invoices for Helpdesk related purchases;
* Works with County departments to asses future needs based on a verity of requirements;
* Provides detailed reporting and analytics for Helpdesk and other departments;
* Writes and reviews policies, procedures, and run/play books for staff to follow and adhere to;
* Assist with internal auditing of security incidents and remediation solutions;
* Patch and maintain servers related to services provided;
* Work with third party vendors to resolve escalated issues related to purchases, troubleshooting, and repairs:
* Work with fellow staff and team members to assist in training and educating:
* Experience with running reports, communicating about ongoing issues, and manage multiple projects and outages;
* Understanging of mobile device management and security;
* Experience with Multi Factor Authentication, Virtual Private Networks, Virtual Machines;
* Ability to direct, assist, test, and implement new technology and solutions;
* Understanding of Network Subnetting;
* Ability to follow and manage budget line items;
* Experience with mentoring and coaching staff and team members;
* Ability to prioritize and execute tasks in a high-pressure environment;
* Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities;
* Strong understanding or the organization’s goals and objectives;
* Strong customer service orientation;
* Experience with Apple, Android, Windows, Operating Systems and Servers.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* BS in Computer Science or equivalent experience;
* Technical knowledge including Operating system, Networks, Applications and hardware;
* At least 5 years technical experience and demonstrated expertise on all product lines;
* Experience supervising customer focused department;
* 3-5 years in a leadership role.
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.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear. The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually moderate.