It Analyst, Principal - Service Desk Supervisor

Salary : $90,299.77 - $130,934.66 Annually
Location : AZ 85142, AZ
Job Type: Full-time
Job Number: 2023 - 1922
Department: Information Technology
Opening Date: 10/26/2023
Closing Date: Continuous
Description
JOB CLASSIFICATION SUMMARY
Positions assigned to this class are responsible for supervising the staff and activities related to the customer service in the Town's Information Technology department, including operational support, perform regular maintenance on systems, monitor services, create service reports, and establish policies and procedures. Incumbents in this position will also implement both standard and advanced programs to support the IT Service Desk system.
DISTINGUISHING CHARACTERISTICS
This is a senior level professional classification in the Information Technology job family. Incumbents perform the full range of duties that demonstrate knowledge of expected functional requirements or performance specifications within assigned IT functional area. Work involves the application of sound principles and best practices associated with planning and problem solving. Works independently and performs varied assignments requiring broad knowledge in Information Technology. Refers complex issues to management.
The incumbent will develop regular reports on help desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides budgetary recommendations to management for service growth and/or improvement. This position has full authority to create operating procedures and practices for the Information Technology Help Desk.
Examples of Duties
ESSENTIAL DUTIES
The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town's needs.

• Supervises, organizes, and directs work for Service Desk staff; ensures all services requests are properly entered in the tracking system.
• Oversees and manages the daily operations of the Service Desk software establishing clear visibility, KPI's, and reporting.
• Provides leadership and development to assigned staff; establishes team goals and objectives of the functional area; engages the support team in review of KPI's, which increase awareness and focus on defined metrics.
• Participate in the selection of staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures; conduct performance evaluations.
• Responsible for the organization and management of the staging room and its inventory.
• Ensures adequate staffing levels including on call support, evaluates work performance, ensures policy and procedure compliance, and provides guidance in employee relation matters.
• Ensures the highest level of customer support is provided by the Service Desk.
• Ensures regular communication with IT Systems Manager concerning projects, risks, concerns, problems, and needs.
• Manages staff to update and track tasks and high priority projects within relevant software.
• Provides front-line service to end-users on software and hardware related challenges.
• Listens and communicates effectively with a diverse group of people including users, managers and vendors to address software, hardware and service concerns and recommend alternatives.
• Develops written troubleshooting, installation and configuration procedures.
• Provides second and third tier desktop support; provides both remote and onsite technical assistance to users.
• Assists with audio and video production of council, boards, commission, and committee meetings.
• Works with the cross-departmental personnel on the coordination of projects; assists with scheduling and managing system and software upgrades.
• Monitors technology trends and plans, recommends and coordinates migration to new technologies as necessary.
• Identifies improvement opportunities including processes and procedures.
• Performs purchasing activities to acquire parts and equipment needed for work orders; shops availability of parts and materials, identifies sources and obtains vendor/contractor quotes.
• Evaluate operations and activities of assigned unit; implement improvements and modifications; prepare various reports on operations and activities.
• Performs related work as assigned.

Typical Qualifications
MINIMUM QUALIFICATIONS (at job entry)
Education and Experience:
The minimum qualification required will be Bachelor's Degree from an accredited college or university in information technology, business administration, public administration, or related field and 6 years of related experience; or an equivalent combination of directly related education and experience.
LICENSING/CERTIFICATION REQUIREMENTS

• Driver's License;
• Maintain all certifications/licenses required at job entry.

KNOWLEDGE

• Advanced end-user knowledge of various business applications
• IT-related principles, practices and methodologies
• Email delivery technology
• Diagnostic methods for computer hardware and software
• Operating systems, system utilities and commands
• Web technologies
• Active directory environments
• Customer service principles and practices
• Standard office equipment including computers and programs relevant to the performance of applicable duties and responsibilities
• Supervisory principles and practices

SKILLS

• Supervise, organize and direct staff
• Analyze data and issues and make sound recommendations to management regarding business processes
• Customer service principles and practices
• Communication and presentation skills, both oral and written
• Time management/ability to multitask
• Organizing tasks, being detail oriented and conducting follow up
• Working in an environment with little oversight
• Handling competing work demands
• Analyzing complex technical issues/problems
• Thinking analytically and solving technical problems
• Communicating technical information to a nontechnical audience
• Using computers and related software
• Interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction
• Parties sufficient to exchange or convey information and to receive work direction.

This job posting will run continuously until filled. First review of applications will be November 26, 2023. Applications will be reviewed on a weekly basis thereafter. Please note that this job posting may close at any time without notice after the first review date of November 26, 2023.
Supplemental Information
OVERALL PHYSICAL STRENGTH DEMANDS:
Physical Strength for this classification is indicated below with an "X"XSedentary: Exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time. Light: Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree. Medium: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly. Heavy: Exerting 50-100 lbs. occasionally, 10-25 lbs. frequently, or up to 10-20 lbs. constantly. Very Heavy: Exerting over 100 lbs. occasionally, 50-100 lbs. frequently, or up to 20-50 lbs. constantly.
PHYSICAL DEMANDS:
CFORNContinuouslyFrequentlyOccasionallyRarelyNever2/3 or more time1/3 to 2/3 of timeUp to 1/3 time< 1 hour per weekNever occursNote: This is intended as a description of the way the job is currently performed. It does not address the potential for accommodation.
Physical DemandBrief DescriptionCFORNStandingCommunicating with co-workers, observing work site, observing work duties X SittingDesk workX WalkingTo other departments/offices/office equipment X LiftingSupplies, files X CarryingSupplies, files X Pushing/PullingFile draws, tables and chairs X ReachingFor supplies, for files X HandlingPaperwork X Fine DexterityComputer keyboard, telephone pad, calculator, calibrating equipmentX KneelingFiling in lower drawers, retrieving items from lower shelves/ground X CrouchingFiling in lower drawers, retrieving items from lower shelves/ground X CrawlingUnder equipment XBendingFiling in lower drawers, retrieving items from lower shelves/ground X TwistingFrom computer to telephone, getting inside vehicles X ClimbingStairs, step stool X BalancingOn step stool X VisionReading, computer screen, drivingX HearingCommunicating with co-workers and public and on telephone, listening to equipmentX TalkingCommunicating with co-workers and public and on telephoneX Foot ControlsDriving X Other (Specify)
MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE:
Standard office equipment; vehicle
ENVIRONMENTAL FACTORS:
DWMSNDailySeveral Times Per WeekSeveral Times Per MonthSeasonallyNeverHealth & Safety FactorsDWMSNHealth & Safety FactorsDWMSNMechanical Hazards XRespiratory Hazards XChemical Hazards XExtreme Temperatures XElectrical Hazards XNoise and Vibration XFire Hazards XWetness/Humidity XExplosives XPhysical Hazards XCommunicable Diseases X Physical Danger or Abuse X Other (Specify Below
PROTECTIVE EQUIPMENT REQUIRED:
None
NON-PHYSICAL DEMANDS:
CFORNContinuouslyFrequentlyOccasionallyRarelyNever2/3 or more time1/3 to 2/3 of timeUp to 1/3 time< 1 hour per weekNever occursDescription of Non-Physical DemandsCFORNTime Pressure X Emergency Situation X Frequent Change of Tasks X Irregular Work Schedule/Overtime X Performing Multiple Tasks Simultaneously X Working Closely with Others as Part of a Team X Tedious or Exacting Work X Noisy/Distracting Environment X Other (Specify Below)
PRIMARY WORK LOCATION:
XOffice Environment Warehouse Shop Recreation/Neighborhood Center Vehicle Outdoors Combination of Office, Vehicle and Field Other (Specify Below)
The following is a list of employment benefits offered by the Town of Queen Creek to full-time employees. The list is for informational purposes only. It does not create or connote any contractual rights or obligations. Additional details will be provided upon hire and are available in the Town of Queen Creek Employee Handbook.
Major Benefits for Full-Time Employees
(Employees choose the benefits that best meet their needs.)

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pre-tax unreimbursed medical and dependent care flexible spending accounts
• Arizona State Retirement System membership
• Short-term and Long-term disability insurance for the employee
• Town-paid basic life insurance
• Optional employee-paid employee and dependent supplemental life insurance
• Commuter life insurance for business travel and travel to and from work
• Deferred compensation plan (457) with employer match
• Retirement Health Savings Account
• Optional enrollment in LifeLock Identity Protection Program
• Paid holidays, plus one floating holiday annually
• Vacation leave hours annually
• Optional income replacement insurance
• Worker's compensation insurance
• Employee assistance program; offers confidential individual/family, marriage, legal and financial counseling
• Training opportunities and continuing education opportunities, including tuition reimbursement for pre-approved programs
• Direct deposit of paychecks
• Wellness Programs with incentives

01
Each applicant must complete the supplemental questionnaire as part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. When answering supplemental questions, the information you provide must be substantiated within the application. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within the application?

• Yes
• No

02
Please select your highest level of completed education:

• Not completed high school
• High School or GED
• Associates or Vocational Degree
• Bachelors Degree
• Masters Degree or higher

03
What experience do you have in leadership positions?
04
Can you describe your experience managing a team of Service Desk technicians?
05
Have you worked with any specific Service Desk software or ticketing systems?
06
Do you have any IT experience that's unrelated to the Service Desk?
07
Do you have any open complaints, administrative inquiries, or internal investigations where you are listed as the principal or focus of investigation?
08
If you answered yes to the previous question, please explain. Write "N/A" if not applicable.
09
Have you ever been disciplined, demoted, or dismissed for allegations related to harassment, dishonesty, bias based actions, or any other conduct or pattern of conduct that tends to disrupt, diminish, or otherwise jeopardize public trust?
10
If you answered yes to the previous question, please explain. Write "N/A" if not applicable.
11
Have you ever committed a felony, an offense that would be a felony if committed in this state, or an offe...