Desktop Support Supervisor- Internal

State of Washington
Internship, Permanent WA 626 8th Ave SE, Olympia, WA 98501, United States Apply before 5/27/2024 11:59
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Overview


Some of what you will do:
 
Desktop Support and Service Desk Supervisor

  • Supervises seven (7) IT technicians who manage and maintain the agency’s desktops, laptops, multi-functional network printers, mobile device management, IT asset management, and all installation and maintenance of HCA’s enterprise applications/software. 
  • Supervises five (5) IT technicians who work on the HCA Service Desk, which is the first point of contact for IT-related trouble tickets that are sent in through the agency ITSM ticketing system, phone calls, e-mails, or walk-ins.
  • Plans, coordinates, and supervises execution of projects, work assignments and workloads for service desk personnel, ensuring adherence to departmental policy and procedures and provides reports on activities, performance, and operational issues.
  • Oversees the design, configuration, and support of technology equipment located inside agency conference rooms.
  • Mentors and inspires staff to provide thorough analyses, planning, development of deliverables, and innovative, effective, and efficient service delivery.
  • Develops, monitors, evaluates, and rewards employee contributions. Measures staff performance against planned and mutually agreed upon expectations.
  • Develops workflow, processes, goals, and policies to continually improve the quality of customer and technical service.
  • Includes human-centered design concepts into improving the services and tools provided by their teams to the agency’s end users.
  • Develops and implements training and development plans.
     
Serves as agency’s highest authority for designing and implementing the end-user environment architecture
 
Serves as project manager and/or technical lead designated by Change Management Review Board (CMRB) and Architecture Review Board (ARB)
  • Develops project charters, project plans, and project schedules.
  • Manages projects through the initiation, data collection, design, testing, implementation, and documentation phases.
Incident response management
  • Monitors incoming support tickets and identifies IT support trends.
  • Manages major IT incidents from beginning phases through resolution.
  • Provides tier 2 and 3 root cause analysis and problem resolution.
Vendor management
  • Analyzes existing research and develops new product lines.
  • Establishes new working relationships with vendors.

Qualifications


Required qualifications:
 
Qualifying candidates will satisfy one of the following requirement options:
 
Option 1:

  • Bachelor’s degree in information systems, computer science, information technology, or an equivalent technical discipline and 
  • Five (5) years of progressive professional IT experience analyzing, installing, and/or maintaining computer software applications, hardware, or telecommunications or network infrastructure equipment or providing customer or technical support in information technology.
Option 2:
  • Associate degree in a discipline identified above and
  • Seven (7) years of experience as described above.
Option 3:
  • Nine (9) years of experience as described above.
Option 4:
  • Three (3) years as a journey level IT professional in state service.
 
Qualifying candidates will also meet all of the following requirements:
  • Two (2) years of experience installing, configuring, maintaining, supporting, and securing Windows 10 or later.
  • Two (2) years of applied and working knowledge of user and, group security administration particularly with rules and rights administration.
  • One (1) year of working relationships with WaTech regarding software hosting and joint troubleshooting.
 
Preferred qualifications:

Experience in project management, leading a project, or managing priorities.

Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To take advantage of , please do the following:
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