SUPERVISOR INFORMATION TECHNOLOGY HELP DESK
DEFINITION:
Under direction in a state department, agency, institution, or local jurisdiction, supervises staff and monitors help desk support operations providing hardware and software support to end-users; supervises the implementation and maintenance of desktop operating systems, applications, and hardware; directs problem diagnosis and resolution; consults with network management and systems programming staff for problem diagnosis, assistance and resolution; and provides technical support and guidance to end-users and to other units within the organization; does related work as required.
NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.
EXAMPLES OF WORK:
Supervises the Information Technology help desk support operation; provides guidance to help desk and desktop technical personnel in the provision of support to end users.
Supervises and as required, resolves complex technical hardware/software problems; consults with the Network operations and Systems Programming staff for assistance with the resolution of more difficult problems.
Supervises the installation and maintenance of desktop hardware, software, and peripheral devices.
Oversees the delivery of technical help desk support efforts including request, receipt, prioritization, assignment, documentation, and resolution.
Coordinates and executes the process of maintaining daily logs and equipment/system malfunction reports.
Maintains operational control and provides technical expertise to assigned technical personnel on desktop hardware, operating systems and applications, utilities, peripherals, and communication protocols.
Supervises the analysis, diagnosis, troubleshooting, and documentation of problems reported by end users.
Provides technical support and assistance to other areas within the assigned agency on problems dealing with operating systems, hardware, utility programs, communications hardware, and software.
Answers inquiries from system users; explains systems functions and provides technical assistance in the use and application of system features.
Identifies and resolves network problems.
Provides technical assistance to other units in the testing and debugging of application systems and programs.
Maintains help desk knowledge base with current and appropriate solutions.
Evaluates the efficiency and effectiveness of the help desk services provided to end users.
Assists in the technical evaluations, performance analyses, and implementation of applications, systems, and data communication software.
Maintains an awareness of state-of-the-art developments in hardware and vendor supplied software; maintains contact with vendor and professional societies.
Supervises the work operations and/or functional programs and has responsibility for employee evaluations, and for effectively recommending the hiring, firing, promoting, demoting and/or disciplining employees.
Responsible for the ongoing development of employees assigned through the identification of training needs, development of training plans, evaluations of effectiveness of training, and through the development and implementation of on-the-job employee development strategies.
Implements training priorities to ensure unit employees maintain current technical/customer service skill set.
Prepares clear, accurate and concise technical reports including findings, conclusions, and recommendations.
Will be required to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
REQUIREMENTS:
NOTE: Applicants must meet one of the following or a combination of both experience and education. Thirty (30) semester hour credits are equal to one (1) year of relevant experience.
Eight (8) years of professional experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multiplatform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity.
OR
Possession of a bachelor's degree from an accredited college or university; and four (4) years of professional experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multiplatform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity.
OR
Possession of an associate's degree in computer science or information technology; and four (4) years of professional experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multiplatform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity.
OR
Possession of a bachelor's or master's degree in computer science or information technology; and three (3) years of professional experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multiplatform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity.
OR
Four (4) years of professional experience in the study of work methods and processes, the analysis of varied types of data, the design and preparation of systems and programs, the operation of multi-programming computer systems and work in the information processing support areas of input/output control, scheduling, or reliability support; and four (4) years of professional experience in an Information Technology operational unit of a public or private information processing facility, including at least three (3) years of experience with an information technology help desk or operational support unit supporting a multiplatform Client/Server LAN or WAN environment and/or Mainframe operation, one (1) year of which shall have been in a lead capacity.
NOTE: Evidence of formal training received from or evaluated by an accredited institution of higher learning may be submitted with your application. Applicants must provide documentation from the accredited institution that clearly outlines the training course(s) that are acceptable and the corresponding number of credit hours for the training to be accepted. In-house courses (such as training provided on the job or through the appointing authority) will not be accepted.
NOTE: "Professional experience" refers to work that is creative, analytical, evaluative, and interpretive; requires a range and depth of specialized knowledge of the profession's principles, concepts, theories, and practices; and is performed with the authority to act according to one's own judgment and make accurate and informed decisions.
LICENSE:
Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of computer systems hardware and peripheral equipment.
Knowledge of desktop applications and utilities.
Knowledge of three-tier architecture.
Knowledge of special vendor or client/server productivity aid packages.
Knowledge of facilities generally provided by operating systems software associated with multi-programmed and multi-process oriented computer systems.
Knowledge of voice/data communications network equipment and software.
Ability to acquire a thorough knowledge of Information Technology operations, policies, and objectives.
Ability to supervise, motivate, and evaluate the performance of a staff of subordinates assigned to the unit.
Ability to use various Information Technology analytical and productivity aids.
Ability to analyze operating system reports and memory dumps.
Ability to prepare clear, accurate, and concise technical reports.
Ability to work effectively with various levels of agency personnel.
Ability to coordinate staff training required.
Ability to maintain essential records and files.
Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code:
