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TSS STATE HELP DESK LEAD

The State Help Desk Lead is responsible for managing a team of support personnel who receive, document, and resolve computer problems reported to the

Class Code:

D026C

Job Grade:

IT06

Special Job Requirements:

On-call 24 hours a day and seven days a week to provide continuous support for the trouble ticketing system may be required.

Typical Functions:

Develops and manages team policies, procedures, and scripts to ensure trouble tickets are handled efficiently and effectively. Assists in hiring, training, evaluating, and scheduling employees by advising of the requirements of the position, providing feedback on performance, and communicating goals and objectives. Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Refers major hardware or software problems or defective products to vendors or technicians for service. Leads development of new functions, system integrations, and changes to the trouble ticketing system. Develops training materials and procedures, or trains users in the proper use of hardware or software. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of computer support concepts, trouble ticketing systems, and practices. Knowledge of computer hardware and software, including applications and programming. Knowledge of business and management principles involved in strategic planning, and coordination of people and resources. Ability to diagnose system problems, determine a solution, and initiate necessary procedures. Ability to communicate project goals and problem solutions to supervisors, co-workers, and subordinates in written or verbal form.

Minimum Qualifications:

The formal education equivalent of a bachelor’s degree in information technology, computer science, or a related field; plus three years of experience in information technology or a related field, including two years in a supervisory or leadership capacity. OR Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military, or industrial setting; plus three years of experience in information technology or a related field, including two years in a supervisory or leadership capacity.

Required Certificates:

0

Exempt:

E
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