IT Tech Support Administrator
Posted on May 18, 2019 by Central Arizona Project
To schedule, implement, coordinate, direct and monitor work and resources within the Help Desk to accomplish technology goals, activities, and projects for the related IT division functions of the Central Arizona Project (CAP). Place service requests in proper queues and delegate to the appropriate service desk resource. Provide regular communication and updates to the Infrastructure Supervisor as it pertains to field requests, call volumes (reporting), customer needs and resource requirements. Enhance automation to reduce overhead and improve quality of desktop/laptop systems and asset management functions.
CAP EMPLOYEE SUCCESS FACTORS: All employees are personally responsible for workplace safety, reliable attendance, and engaging in collaborative team efforts. Employees are expected to foster an environment of mutual respect, integrity and inclusiveness. Position Responsibilities ESSENTIAL FUNCTIONS & RESPONSIBILITIES: (Essential Functions are not intended to be an all-inclusive list of responsibilities, duties and tasks. They are basic job duties that an employee holding the position must be able to perform with or without reasonable accommodation.)
Assist Supervisor to lead in the development of the help desk staff, including motivating them, assigning duties, and preparing schedules.Develop, measure and report on key service-level metrics, including average response time, first-contact resolution rate and end-user satisfaction to the Infrastructure Supervisor. Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce time to resolution.Perform trend analyses, and develop action plans for improving service timeliness and reducing time to resolution.Work with clients, both in person and remotely to troubleshoot problems and resolve simple to complex computer hardware problems, application issues and network related problems.Provide client training as needed to allow effective use of hardware and applications.Meet defined targets for resolution of reported problems.Assist clients with "how to" questions regarding the use of computer applications and hardware.Maintain documentation of computer configurations, software licensing and hardware status. Knowledge, Skills, & Abilities 1A. REQUIRED MINIMUM QUALIFICATIONS
Education, Knowledge, Training, Skills, & Experience:
Seven (7) years of increasing responsibility performing computer and network support, troubleshooting, problem resolution, installation and systems management of computer environments.A bachelor's degree (or higher) in Information Systems or a related field; OR an associate's degree plus an additional two (2) years of related work experience; or a high school diploma (GED) plus an additional four (4) years or related work experience.Training and skills that are current with computer technology. Experience in troubleshooting conventional software and hardware platforms.Strong working knowledge of Windows Operating Systems, computer networking, Microsoft application software and other software used at CAP, such as AutoCAD. Ability to demonstrate strong interpersonal communications skills and professionalism as well ability to function with a high level of customer service, even under adverse circumstances.Have proven ability to write technical documentation, procedures and correspondence. Ability to demonstrate excellent analytical ability to evaluate client needs and requirements and develop appropriate solutions. Ability to interpret technical information and apply it to meet client and corporate goals.
Required Certifications or Licenses:
Must have a valid driver's license and maintain a good driving record.ITIL certification (Information Technology Infrastructure Library) or real world experience with Service Desk best practices.
1B. PREFERRED QUALIFICATIONS
Education, Knowledge, Training, Skills & Experience:
A skill set focused on exceeding customer expectations.Familiarity with Microsoft line of products (Office Suite, Windows 7/10).Experience supporting mobile software products (MDM, VMWare, Airwatch / WorkSpace One).Experience supporting mobile hardware products (Apple, Samsung, tablet / phone).
2. CRITICAL THINKING AND DECISION MAKING
Independence: Makes decisions based upon CAP requirements, industry trends, departmental goals, and CAP standards.
Impact: Must make crucial decisions affecting production systems and schedules. System requirements, system design, required resources, and implementation schedules for new and revised systems affect all CAP users.
3. INTERPERSONAL COMMUNICATIONS AND CONTACTS
Type: Frequent communications with outside vendors, outside user groups, trade seminars, other user organizations, CAP managers, and CAP staff to define application requirements, procedures, and priorities. Takes these requirements and implements best solutions.
Purpose: Resolve highly complex problems with long-term implications. Confer with vendors' technical support, managers, and executives to coordinate installation and problem solving activities. Escalate issues within and outside of CAP as the need arises until the issue is resolved. Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
4. SUPERVISORY RESPONSIBILITY
As a team lead, manage the activities of the service desk team members. Supplemental Information WORKING CONDITIONS
The physical demands and work environment described here are representative of those that persons in this position will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Essential to this position is corrected or non-corrected vision. Example: must be able to see, read and interpret handwritten and printed documents, correspondence, manuals, office papers, computer screen, etc., including seeing various colors. Must be able to see to operate work equipment.
Also essential to this position is corrected or non-corrected hearing which is necessary for the ability to hear and comprehend voice communications as well as the ability to speak to communicate to individuals on the job. Must be able to hear to operate work equipment.
Physical Demands: The essential job requirements involve sitting for long periods of time including occasional lifting, carrying, pushing and pulling (in any combination thereof) of objects up to 25 pounds. Non-essential job requirements involve one or more of a combination of physical movements such as standing, walking, kneeling, reaching, climbing, bending, twisting, squatting, pushing and pulling; rarely, lifts, carries, pushes and pulls objects exceeding 25 pounds. An essential job function is the use of repetitive hand and wrist movements to enter alpha and numeric data into a computer, including the ability to grasp and manipulate work objects.
A valid driver's license is an essential job requirement. Persons in this position must have the ability to see and to hear in order to drive a CAP vehicle on improved and unimproved roads. In addition, they must assure that road safety laws and road safety precautions are followed.
Work Environment: The majority of work time is spent working inside in either a single-level or upper-level structured office building, which is electrically-heated, air-conditioned and smoke-free. Occasionally, persons in this position conduct business out of the office, which requires driving a CAP vehicle on improved and unimproved roadways. Outside working conditions are dependent on the weather, which involves extreme heat in the summer (temperatures over 100 degrees) and cold in the winter (temperatures below freezing). Some work visitations may be required at the pumping plants and along the CAP aqueduct. The pumping plants are electrically-heated and cooled and multi-level equipment and office structures. Noise levels are generally minimal, however, they can be excessive for brief periods of time. The person in this position moves about using various conveyances such as an elevator, stairway, and/or walk ramp. May work in confined work areas from time to time. Persons in this position will have exposure to flora, fauna and the natural habitat of the desert environment. Category: Technology , Keywords: Computer Support Specialist