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Below is the job description for SUPERVISOR, DESKTOP SUPPORT .
Job Title:
SUPERVISOR, DESKTOP SUPPORT
Established:
August 1995
Status:
Exempt
Revised:
November 2009
Pay Grade/Code:
17
Department:
Administration
Salary Range:
$65,310 - $81,638 - $97,966
Division:
Information Technology
Approved By:
Trent Ratcliff
Location:
District Offices
Approval Date:
November 2009
Reports To:
Infrastructure Manager
Supervises:
Network Computer Support Analyst (Desktop), Computer Support Analysts
Description Of Work:
This position is responsible for installation, management, maintenance, and capacity planning for RTD's computing and network infrastructure. Areas of responsibility include, but not limited to, hardware and software for workstations, full user support, and technical problem resolution for all RTD facilities and locations. This position also is responsible for supervision of the PC group personnel and planning for future RTD District-wide desktop technologies.
Duties & Responsibilities:
ESSENTIAL:
Conducts self in an appropriate manner as a representative of RTD, working effectively in a diverse work environment.
Provides technical support, direction, supervision and leadership to members of the Desktop Support Group. Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of hiring, assigning and prioritizing work, setting expectations, performance management, and firing.
Plans, implements, and supports workstation, thin client, kiosk and printer hardware and software. Performs desktop system maintenance/upgrades including all desktop OS patches, creates and maintains user accounts, manages user groups, and network permissions.
Manages and administers all printers, copiers and print servers.
Responsible for all desktop software and hardware inventory, compliance and audits including printers, copiers, PDA’s and scanners.
Develops, tests, and executes methodologies for transferring information between various computing systems and platforms.
Plans, coordinates, and conducts functional studies, feasibility studies, and cost benefit analyses to determine the adaptability of established and proposed information system desktop applications. Recommends network and user-based desktop hardware and software including printers.
Consults and confers with professional, technical, and managerial staff to define their Information Technology network technologies. Coordinates projects with RTD senior staff, Board members, staff at outside agencies, including local governments, and private sector groups. Develops and maintains technical resources to assist with District projects and goals.
Monitors and maintains integrity of established RTD Information Technology security policies, practices, and procedures.
Documents user (internal customer) and procedural processes. Develops and supports standards for District-wide use of network services. Recommends District-wide policies for desktop hardware and software.
Evaluates new technologies, methodologies, and Information Technology trends to insure that RTD's computing infrastructure meets current and future needs.
Supports critical systems after hours, nights and weekends as needed.
Responds to emergencies on a 24/7 basis.
OTHER:
All other job-related duties as assigned.
Qualifications:
Bachelor's degree in Computer Science, Mathematics, Telecommunications, Electrical Engineering, or a closely related field.
Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support. Experience should include IT ticketing and request systems, ITIL certification and best practices methodologies.
Experience with enterprise class desktop software such as antivirus, remote management and troubleshooting, asset management and inventory, printing and call centers and experience with enterprise patch management software such as SMS, Microsoft Configuration Manager, Ghost.
Knowledge of distributed software, including operating software and personal productivity software.
Knowledge of portable technologies such as laptops, cell phones, Blackberry’s and PDA’s.
Ability to adapt to current technologies and maintain technical skill levels.
Ability to effectively communicate, both orally and in writing, including using proper grammar, spelling, and punctuation, with tact and diplomacy.
Ability to manage conflicting priorities and customer expectations.
Ability to use good judgment, analytical abilities and effective problem solving skills.
Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, paying close attention to details
Effective team building and motivational skills.
Ability to maintain confidentiality.
Demonstrated ability to work effectively in a diverse workforce.
OR
An equivalent combination of experience, knowledge, skills, abilities, and other characteristics consistent with required qualifications as determined in the job analysis.
