IT Support Supervisor

NOTICE TO APPLICANT

Job Description

PURPOSE SUMMARY. Provide second tier solutions to escalated issues and provide training and support to Service Desk and level 1 Computer Technicians. Focus on more complex issues that need to be researched and documented. Maintain audio video equipment in County Commission Chambers.

ESSENTIAL DUTIES.

1. Respond and provide solutions to customers on escalated tickets from other technicians and tickets with higher priority.

• Provide second-tier support by reviewing tickets that require additional assistance.

• Troubleshoot and diagnose issues using knowledge articles and individual research.

• Ensure service levels are maintained and reported.

• Take primary ownership and triage of tickets with Priority 1 and Priority 2.

• Monitor systems for issues and outages.

• Assist with initial troubleshooting of network outages.

2. Create solutions to automate and streamline tasks used by the Service Desk with tools like PowerShell and Microsoft System Center Configuration Manager.

• Package software to silently install applications and drivers to be deployed.

• Test and maintain up-to-date images for new hardware.

• Maintain scripts in PowerShell to automate work where appropriate.

3. Manage implementation of assigned projects.​

• Responsible for implementation of portions of projects as assigned by supervisor.

• Assist with planning and execution of project plans for the Service Desk team.

• Document progress through ticketing system and keep supervisor up to date on project status.

4. Assist with user management using tools provided by supervisor.

• Assist with employee onboarding and separations.

• Add and modify accounts in Active Directory using PowerShell scripts provided.

• Assist with access to systems managed by IT as approved by supervisor and departments.

5. Maintain and ensure operational capabilities of the Audio Visual Equipment in the BOCC.

• Perform regular monthly maintenance of the systems to ensure they are in top running condition.

• Work with vendors to test and implement planned upgrades and repairs.

• As a backup to the primary operator, assist with the operation of equipment during live meetings when required.

6. Maintain print server and printer DHCP settings.

• Update and standardize print drivers and settings based on direction from supervisor.

• Update DHCP reservations for new or replaced printers and other end-user equipment.

7. Create and maintain documentation for Service Desk supported systems

• Create documentation for solutions and processes used and supported by the Service Desk.

• Regularly review documentation that should be updated or removed.

• Review documentation created by other technicians for technical accuracy and details.

ADDITIONAL DUTIES. Perform other related duties as assigned. Responsible for system security in respective area.

QUALIFICATIONS. 

A.  Education.  High school diploma required. Computer Technology related degree, certificate, or diploma from an accredited institution preferred.

B.  Experience. Two (2) years of related experience working in an enterprise IT environment.

C.  Education/Experience substitution. In accordance with county policy.

D.  Licenses/Certifications.  Must have a valid driver’s license.   CompTIA A+ certification required.  CompTIA Network+, Security+, or Microsoft (Windows, Office) certificates preferred.

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

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION:       

Must have knowledge of supporting and troubleshooting Windows operating systems in an Enterprise environment; imaging devices, supporting desktops, laptops, and both iOS and Android mobile devices; replacing desktop PC hardware components such as hard drives, memory, video cards, network cards, and other internal components.

Must have skill in managing users in Active Directory, Windows print services and Windows network shares; managing NTFS permissions. Basic knowledge utilizing PowerShell scripts.

Compensation Range

Doña Ana County is an Equal Employment Opportunity Employer. It is our policy to abide by all federal and state laws prohibiting employment discrimination on the basis of a person’s race, color, religion, age, national origin, sex, disability, serious medical condition, genetic information, ancestry, spousal affiliation, gender identity, sexual orientation or any other unlawful criteria, except where a reasonable Bona Fide Occupational Qualification exists.

Doña Ana County will make reasonable accommodation(s) for the known physical or mental limitations of an applicant with a disability, upon request, unless the accommodation(s) would cause an undue hardship on the operation of the County. Please see http://www.donaanacounty.org/ada/ for our Public Notice and to get the Testing/Interview Accommodation Request Form or call 575-647-7210 for assistance.