CUSTOMER SUPPORT SUPERVISOR

Job Title

Provides technical advice and assistance to assigned County offices through the planning, installation and use of networked computers on a Local Area Network or Wide Area Network. Installs and integrates automated systems with partner agencies.

Essential Duties and Responsibilities

Manages the scheduling, utilization and prioritization of IT resources to provide an overall optimal level of hardware/software services to departments and agencies.

Provides technical expertise and support of complex critical hardware/software, networks, and countywide and departmental applications.

Conducts research and development of new products to improve the countywide technology environment.

Assists in implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring, anti-virus protection and patch management of specialized procedures in accordance to the County Strategic IT Plan.

Recommends technical solutions and documents policies and procedures.

Works in conjunction with project managers on IT and departmental projects in accordance to the County Strategic IT Plan and Project Portfolio Management Office (PPMO) guidelines.

Performs services including modification of user profiles, password changes and group policies.

Evaluates performance of subordinates and identifies strengths/weaknesses, provides employee development guidance and motivation.

Performs all other related duties involved in the operation of the IT Department as assigned or required.

Minimum Requirements

Bachelor's degree and/or equivalent experience.

Three (3) years of computer troubleshooting experience.

Two (2) years of supervisory experience in information technology preferred but not required as well as experience or training in systems analysis and design.

Ability to work independently or as part of a team.

Advanced oral/written communications skills as well as strong analytical and organization skills. Ability to solve problems accurately, completely, and quickly if necessary.

Ability to coordinate various activities simultaneously, make decisions and work without direct supervision, participate in and/or manage multiple projects concurrently without loss of quality on any project.

Demonstrated supervisory skills within an enterprise network organization.

Driving may be required.

Must have a valid and current driver license.

Physical Demands and Work Environment & Other Requirements

While performing the duties of this position, the incumbent is regularly required to bend, carry, climb stairs, grasp/squeeze, use hand tools, hear, keyboard, kneel, lift below the waist, lift between waist and shoulder, lift overhead, lift to the side/twisting, use material handling equipment, be exposed to outside hot and cold temperatures, pull, push, reach, reach overhead, perform repetitive tasks, see color, sit, stand, talk, use his/her hands, drive a vehicle, walk, and work alone and with others.