User Services Team Leader

Position Summary:

Lead a team providing technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

• Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
• Oversee the daily performance of computer systems
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Inspect equipment and read order sheets to prepare for delivery to users.

POSITION QUALIFICATIONS/SPECIFICATIONS:

Associate’s Degree and 3 years of experience in Information Technology