IT HELPDESK MANAGER

Description

This position coordinates the provision of effective computer user support, maintains and repairs computer hardware and peripheral equipment, and performs related technical work as required. The incumbent is given a general outline of work to be performed and is free to develop work methods and sequences; work is reviewed periodically by supervisor.

The work is considered light-to-medium in nature and involves walking or standing much of the time and also involves exerting between 20 and 50 pounds of force on a recurring basis, or considerable skill, adeptness and speed in the use of fingers, hands or limbs in tasks involving close tolerances or limits of accuracy. The work requires the following physical abilities to perform the essential job functions: crawling, crouching, feeling, fingering, grasping, handling, hearing, kneeling, mental acuity, pulling, pushing, repetitive motion, speaking, talking, visual acuity, and walking.

Work environment involves exposure to no known environmental hazards; and is dynamic that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.

Essential Job Functions

• Coordinates daily Help Desk activities, ensuring the provision of timely, effective computer user support and assistance;
• Reviews and maintains Help Desk database;
• Assists in supervising Help Desk Analysts; supervisory duties include instructing, assigning and reviewing work, maintaining standards, coordinating activities, allocating personnel, and acting on employee problems. Offers training, advice and assistance as needed;
• Troubleshoots, maintains and repairs computer hardware and peripheral equipment; assists in troubleshooting and resolving computer software problems;
• Ensures accurate information is logged into the work order ticketing system and updated in a timely fashion;
• Monitors the performance of network lines; takes corrective action as necessary;
• Manages, orders, receives and maintains inventory of computer parts and supplies;
• Assists department personnel in implementing anti-virus procedures and with other technical duties as requested;
• Acts as backup technician when work volume is high or during personnel shortages;
• Receives and responds to employee inquiries, requests for assistance and complaints in areas of responsibility;
• Maintains accurate and complete work records;
• Performs general clerical work as required, including but not limited to preparing reports and records, entering and retrieving computer data, copying and filing documents, answering the telephone, etc.;
• Attends training as required to maintain job knowledge and skills; and
• Performs other related duties as assigned.

Qualifications

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Associate’s degree in computer science, information technology or closely related field;
• Six (6) years of relevant prior experience in a technical or help desk support/service environment;
• Two (2) years of relevant prior management experience preferred;
• Prior experience in local government or law enforcement technologies preferred;
• Must have CompTIA A+, CompTIA Net+, additional IT-related (MCITP, Security+, etc.) certifications;
• Valid South Carolina Class “D” Driver’s License.

Knowledge, Skills, and Abilities

• Knowledge of addition, subtraction, multiplication, division, and/or calculating ratios, rates and percentages;
• Knowledge of the English language;
• Knowledge of Windows Operating System and Microsoft Office preferred;
• Knowledge of SQL and Crystal Reports;
• Ability to coordinate or determine time, place or sequence of operations or activities based on analysis of data or information and may implement and report on operations and activities;
• Ability to provide information, guidance or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants;
• Ability to operate or repair complex machinery or equipment that requires extended training and experience, such as computer hardware, software and network systems; involving installation and testing at an elementary level or limited scope;
• Ability to perform coordinating work involving guidelines and rules, with constant problem-solving;
• Ability to read technical instructions, procedures, manuals and charts to solve practical problems; composing routine reports and specialized reports, forms and business letters with proper format; speaking compound sentences using normal grammar and word form;
• Ability to perform specialized technical or entry-level professional work requiring general understanding of operating policies and procedures and their application to problems not previously encountered; application of specialized technical or professional principles and practices or the use of a wide range of administrative methods in the solution of problems; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure; and
• Ability to take action of others, requiring almost constant decisions affecting co-workers, customers or others in the general public; works in a moderately fluid environment with guidelines and rules, but frequent variations from the routine.