Address
Form of workUnder the direction of the IT Director the Help Desk Manager works to provide an exceptional customer service experience for employees who need technical assistance. The individual works to provide high availability of workstations, printers, and peripherals in use across the county and utilize both reactive and proactive response methods to potential outages and interruptions of said devices. Responsible for the day-to-day activities of all user facing devices and related systems and services located at any and all county run facilities.
This is the lead position for managing and overseeing all user facing devices and applications for Dubuque County. This is the most public facing position in the IT Department and requires high customer service skills, communication, documentation, and ability to juggle and prioritize multiple incoming requests at the same time. There is an expectation of self-motivation and organization that will be required to see success in this role.
The position will follow the guidelines of the Senior Systems and Security Administrator for security protocols, application policies and deployment strategy for imaging and other guidelines as required to achieve synergies between the two positions.
The position works closely with all IT staff to communicate to them when users are experiencing issues that may need to be escalated to their respective subject areas.
The Help Desk Manager will have access to restricted employee data, confidential county information and complex financial formulas. He or She will be expected to maintain the highest level of professionalism and discretion when placed into situations that calls for them to view and access these types of datasets.
He or She advises the IT Director of immediate and future needs, current projects, IT security concerns and areas where IT can help users and departments be more successful and productive.
- Manages all incoming support requests from any source, e-mail, phone, ticket, verbal, etc.
- Solves support requests real time where appropriate.
- Requests not solved real time are logged and revisited based on priority of problem.
- Researches difficult requests and delegates certain ones to other team members based on their core responsibilities.
- Develops and implement end user training programs, leveraging other team members when appropriate.
- Is responsible for the inventory of computers, printers and other end user devices. Accurately logging what equipment is assigned to what user, what equipment is in inventory and what equipment is scheduled for destruction. Works closely with other team members to combine this inventory with any inventory they are responsible for tracking.
- Manages the computer rotation and the deploying of equipment. Advises the IT Director on workstation purchases, configurations and the differences between needs of users in level of equipment.
- Manages the imaging of computers and keeping operating systems and applications updated.
- Manages all printers, scanners, copiers, fax machines and related peripherals and is lead on any managed print services. Advises the IT Director on purchases, configurations and the differences between needs of departments in level of equipment.
- Advises the IT Director on all end user related needs, issues, strategic planning.
- Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks, participating in professional organizations.
- Achieves organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to leverage features of existing systems that may not be utilized fully.
- Works closely with other team members and when appropriate and in mutual agreement, may serve as his/her backup for key processes and systems.
- Manages any interns and assigns them meaningful work either in Helpdesk or work from other team members.
- Other duties as assigned by the IT Director.
Possession of an appropriate driver's license and required auto insurance if using personal vehicle for work assignments.
Criminal Background check required.Knowledge, Skills, and Abilities:
- Basic level of networking, able to use standard tools such as ping, NSLookup etc.
- Manage multiple incoming tasks at once and multitask without compromising results.
- Able to work with distressed end users and keep calm and professional during times of elevated tensions and stressful situations.
- Troubleshoot a diverse range of technology issues covering both consumer and enterprise devices.
- Fluent in mobile technologies covering smart phones and tablets for the major platforms.
- Experienced in - Office 365, Microsoft Office, Adobe Creative Suite, SharePoint, Exchange, Active Directory
- Able to translate what a user says they want to do and develop a workflow to achieve that goal.
- Troubleshooting skills and ability to break a problem down and step through it methodically
- Ability to independently plan, organize and prioritize projects and requests for service
- Ability to establish and maintain effective working relationships and exercise tact when dealing with government officials, outside agencies, co-workers and supervisors.
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is generally performed indoors in an office setting and requires some physical activity, including extended periods of sitting, standing, walking, kneeling, bending, crouching, reaching, stooping and climbing. The incumbent must have the ability to transport themselves to and from various locations within the County Courthouse, Sunnycrest Manor and all other county facilities.
An incumbent must have the ability to frequently lift and/or carry computer monitors, terminals, equipment, supplies and other materials weighing between 30 and 50 lbs. An incumbent must also possess the hand-eye coordination and manual dexterity necessary to use hands and arms to reach, finger, handle, grasp and feel; and operate the following: computers and any other equipment that is used to perform the essential functions of the job.
Work hours may be required before or after daylight hours. Noise level is usually quiet or moderate. Vision abilities, correctable to normal ranges, include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Communication abilities include the ability to talk and hear within normal ranges.
Work requires extensive personal interaction and may be stressful when dealing with irate individuals and/or time constraints.
Employment Type: Full Time
