IT Technical Support - Coordinator 2

• Perform all duties assigned to IT Helpdesk - Coordinator 1.

• Provide statewide installation, configuration, maintenance and support for state owned: Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment, Software Applications, and all associated components, peripherals, and media.

• Review process documentation for accuracy, update as necessary, and evaluate for potential process improvement.

• Train Coordinator 1 Help Desk employees and provide assistance to escalated tickets.

• Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.

• Record service calls in web-based tracking system and utilize system to document ticket resolutions.

• Provide limited support for approved mobile devices which contain DHHs proprietary data, including, but not limited to e-mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes.

• Train and assist end users on technical issues as a form of preventative maintenance.

• In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.

• Travel to various sites as needed to carry out assigned duties.

• Identify, diagnose, and assist with resolution of network issues as related to end user problems.

• Manage all assigned issues being handled by other internal IT units or external contractors.

• Manage e-mail accounts on the state Exchange e-mail server and make updates to accounts as requested by end users.

• Conduct an annual performance evaluation for each subordinate, setting future goals and strategies.

• Conduct recruitment, selection, training, supervision, and professional development of assigned staff.

• Other tasks as directed.

QUALIFICATIONS

REQUIRED:

• Bachelors Degree.

• Minimum 1 year of professional experience in IT field.

• Experience with Windows based operating systems including installation, system administration and troubleshooting.

• Excellent analytical skills, effective organizational and time management skills.

• Great attention to detail and follow up, and verbal/written communications skills.

• Excellent problem solving/troubleshooting skills.

DESIRED:

• Advanced degree.

• Minimum 2 years of professional experience in IT field.

• Advanced knowledge of and experience with:

  • Various hardware including PCs, laptops, and printers

  • Active Directory, Exchange

  • Specific computer hardware including: PCs, laptop & printers;

  • MFPs; routers, switches and servers.

• Customer service experience.

• Professional experience with DHH information systems or programs utilized by the department.

• A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications.

• One or more years supervisory experience in technical roles.

• Work-related evidence of proactive, independent process and/or team improvement.