Supervisor, IT Support; CYFD​/ITD

Position: Supervisor, IT Support (CYFD/ITD #25717)
$32.15 - $48.23 Hourly

$66,880 - $100,320 Annually

This position is a Pay Band C9

Posting Details

The Children, Youth and Families Department is focused on improving the quality of life for our children through proven frameworks, innovative technologies, and talented staff. The Information Technology Division (ITD) supports the core efforts of CYFD by serving end users with timely, effective resolution of hardware and software issues by fielding telephone calls, tickets, and email communication. ITD diagnoses problems and performs troubleshooting activities on a daily basis and designs for the future through continuous improvement projects.

THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.

Why does the job exist?

Accountable for supervision of a team who provide end-user computing support services. Serves as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues. This position is a working supervisor who supervises the Endpoint Management Support Team (EMS) that manages, MDM environment, administers MECM, Google, and provides technical support for endpoint devices for all CYFD users.

This position will also serve as the technical expert in all endpoint support, automation, and analysis, ensuring the resolution of all reported issues. The incumbent will be responsible for configuration and support desktop, laptop, tablet computers, installation, and support of printers, scanners, copiers. The incumbent will provide installation and support of all agency software applications to include all Microsoft, Adobe, COTS, and custom applications using MECM, Intune, and other management solutions.

Manage ticketing system. Assist in agency inventory process and equipment disposal process. Setup and support users to telework and continue to support agency users and other duties as assigned. Adheres to State and CYFD Policies and Procedures.

How does it get done?

1. Responsible for supervision of the provision of end-user support including a portfolio of software and hardware products.

2. Oversees end-user support training.

3. Often serves as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems to appropriate IT staff or vendors.

4. Devotes a substantial portion of time assigning and directly supervising work of at least two (2) permanent/full-time employees. Acts upon leave requests, conducts annual performance evaluations, and recommends disciplinary actions.

5. Conducts training of personnel; may interview and recommend a selection of applicants.

6. Provides career coaching through mentoring and arranges for outside training opportunities when possible.

7. Makes well-informed, effective, and timely decisions and perceives the impact and implications of those decisions.

8. Makes point of view in a clear and convincing manner.

9. Listens effectively and clarifies information as needed.

10. Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.

11. Writes in a clear and concise manner.

Essential Duties and Responsibilities are intended to be cumulative for each progressively higher level of work. The omission of specific statements does not preclude management from assigning other duties which are reasonably within the scope of duties. Classification description subject to change. Please refer to SPO website ((Use the "Apply for this Job" box below).) to ensure this represents the most current copy of the position.

Who are the customers?

All CYFD divisions and staff and related organizations including service providers, advocates, judicial and law enforcement agencies.

Ideal Candidate

Any position within the Management career track must supervise at least two (2), or any combination of full-time equivalent (FTE) status that equals at least two (2), regular or term status employees in non-temporary positions. Customer and team oriented, possessing problem solving and solutions based troubleshooting frameworks and the ability to be flexible and agile, that serve them as a technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues.

Experience conceiving of, building, and maintaining knowledge bases with a desire to train AI tools to ingest them.

Minimum Qualification

Associate's Degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in providing technical support to end- users for computer hardware, software, and/or network related problems. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.

Employment…