Telecom/Network Technician Supervisor
This position is EXEMPT from the State of Delaware Merit System.
Recruitment #062724-J65616-21700
| Opening Date | 7/2/2024 12:00:00 AM |
|---|---|
| Closing Date | 7/15/2024 11:59:00 PM |
| Type of Recruitment | Exempt-Non Merit |
| Salary | Yearly: $54,100.00/Min - $67,625.00/Mid |
| Salary Plan | JS |
| Pay Grade |
16 |
| Employment Type |
Actual Vacancy |
| Employment Term |
Regular |
| Agency | Judicial Information Center |
| Location(s) |
220 Continental Dr: (220 Continental Dr, Newark, DE, 19713) |
| Contact Name | Human Resources |
| Contact Phone | (302) 255-0090 |
Summary Statement
The Judicial Information Center (JIC) provides Information Technology products & services to the Delaware Judicial Branch. This includes providing 24x7 Service Desk support including network monitoring of critical hardware, infrastructure, and applications. The JIC Service Desk provides end user support for over 1,200 customers with approximately 1,900 desktop & laptop computers, and 630 printers throughout 25 physical locations in New Castle, Kent, and Sussex counties in Delaware.
JIC is currently looking to fill a full-time Service Desk Technician Supervisor position. In this lead role, the Tech Supervisor possess experience working in a field support setting with computer equipment as well as mass deployment of hardware & software in an enterprise environment. Although work is performed mostly indoors, this is a physically demanding position requiring you to be able to lift and transport equipment weighing up to 50 lbs.
The hours for this role are Monday – Friday during daytime business hours. The Tech Supervisor will be on a On-Call after hours rotation with the Service Desk team. There may be some travel on an as needed basis.
Approximate % of time, Annualized.
60% - Service Desk Tickets
- Work tickets providing senior-level technical experience performing hands-on repair or replacement of desktops & laptops and via remote access tools and PC reimaging and driver installation services.
- Assist the IT Service Manager in managing the Service Desk ticket process - cradle to grave.
- Manage field technician ticket workflow including assignment, technician troubleshooting, cadence, follow up, resolution and customer follow up, responses, and customer satisfaction.
- Support Intake ticket creation to include:
-asking the appropriate questions to drive the right responses
-recording of information
-troubleshooting
-ticket categorization, type, severity, triage, and escalation
-ticket cadence and follow up
-customer service delivery including customer follow-up, responses, and customer satisfaction
40% - Supervisory
- Keep track of scheduled tasks to include new, current and aging issues.
- Assist IT Service Manager in handling Production Incidents including Alert Notifications.
- Assist IT Service Manager in ensuring the Service Desk team has adequate staffing to meet customer SLAs in a 24/7/365 environment.
- Supervise 5 Service Desk Technicians to include leave & time accounting, and annual performance plan and review.
- Assist IT Service Manager with IT Asset Management to include the life cycle of computers, docking stations, monitors, printers, and cell phones.
- Assist IT Service Manager with PC Refresh, leading team to upgrade and replace aging computers including scheduling, inventory, and communication.
Preferred Qualification
Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.
- Extensive IT service desk support experience, including support for Microsoft environments and computer, printer, A/V, peripherals, mobile devices, and basic networking technologies.
- Experience with Information Technology Infrastructure Library (ITIL) in the practices of Service Desk, Service Request Fulfillment and Incident Management.
Essential Functions
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
- Leads or coordinates the delivery, installation, troubleshooting, repair, testing, maintenance and support of IT Infrastructure, peripherals, data communication, and computer network systems.
- Detects, receives, collects, records, prioritizes, troubleshoots, resolves, transfers, and escalates service requests and production incidents utilizing a ticket management system including supervising junior technicians on ticket workflow management and customer correspondence.
- Provide IT Support relating to technical issues involving Microsoft’s core business applications and operating systems to include Office 365, Outlook, OneNote, Teams, OneDrive, Active Directory, and Windows 11.
- Supervises or leads the installation or upgrade of IT Infrastructure, including planning, coordinating, scheduling, testing of hardware & software under the direction of higher-level techs, engineers, vendors, service providers, and other 3rd party experts.
- Purchases, procures, configures, provisions, and decommissions IT Infrastructure components such as computer desktops, laptops, audio visual equipment, and cell phones including hardware replacement and computer reimaging.
Job Requirements
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
- Experience in supervising employees. Includes planning, assigning, reviewing, evaluating responsibilities, tasks, and assignments; mentoring, coaching, and training junior staff; and writing performance plans and reviews.
- Experience supervising or leading junior technicians on ticket workflow management, troubleshooting, and customer correspondence.
- Five years experience working in an IT environment as an IT technician for a Service Desk/Help Desk installing, upgrading, troubleshooting, and resolving Microsoft OS & Microsoft software including the delivery, installation, testing, maintaining, supporting, and fixing desktop/laptop computers, application software, hardware, and peripherals.
- Five years experience in administering computer data networks which includes Active Directory including file and directory security and permissions, VPN (AOVPN), utilize basic networking tools such as ping, ipconfig, tracert, gpupdate and Windows logs to identify and troubleshoot network, connectivity, and performance issues.
- Three years experience with IT asset management.
Additional Posting Information
This position is statewide and can be primarily located in the City of Wilmington (New Castle County), Dover (Kent County) or Georgetown (Sussex County).
Conditions of Hire
- A satisfactory criminal background check is required as a condition of hire.
- Direct deposit of paychecks is required as a condition of hire.
Benefits
- Full time employees are eligible for FREE parking!!!
- To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/
Selection Process
The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.
Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.
Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.
The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.
Click on a link below to apply for this position:
| Fill out the Supplemental Questionnaire and Application NOW using the Internet. | |
| Contact us via conventional means. | For further assistance, you may contact us by phone at (302) 739-5458, or e-mail at jobs@delaware.gov. |