Candidate Duties include:
· Provides daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and other network services.
· Manages personnel who serve as the first point of contact for troubleshooting hardware and software PC and printer problems.
· Review current ROW IT systems, such as network, software, and hardware features, for any errors or issues.
· Provides technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions.
· Collaborate with the ROW Technical Committee to determine which system requirements are necessary to remain efficient.
· Assist in developing new ROW IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.
· Create analysis reports that represent the cost-benefit of any proposed upgrades.
· Assist the ROW IT team in implementing any new system that has been developed and is ready for deployment.
· Test and troubleshoot any recently implemented plans to ensure efficient operations.
· Maintains various records and/or documentation.
· Develop Instruction Manuals.
· Train ROW employees on how to use the new systems through training programs and documents.
· Gather and analyze system requirements.
· Design and document systems.
· Facilitate communication between stakeholders.
· Ensure system quality and performance.
· Manage system implementation and integration
Education: A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field. A Master's Degree is preferred.
General Experience: Minimum of seven (7) years of experience in the management of a Help Desk. General experience includes information systems development, network and other work in the client/server field, or related fields.
Specialized Experience:
· At least five (5) years’ experience with management of help desks in a multi-server environment
· Comprehensive knowledge of PC operating systems (e.g., DOS, Windows), networking and mail standards, and supervision of help desk employees
· Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.
