Introduction
This is highly responsible technical work addressing complex technical problems
reported to the Technology and Innovation (T&I)
Help Desk.
Nature Of Work
An
employee in this class is responsible for performing tasks of more than average
difficulty involving research, resolution and response to highly complex
questions in accordance with current industry standards in support of a 24/7
Help Desk and customer facing mobile operation center. Under general
supervision, the employee acts as the highest level of escalation for user
problems and incident management with the help desk. The employee resolves most
of the problems received without referring to additional technical staff. The employee trains Help Desk Analysts and T&I customers
in the use and support
of various systems, equipment and services developing documentation in a variety of formats to support these services.
The exercise of considerable initiative and independent judgment is required.
Employee must demonstrate an awareness of an impact on relevant support issues
on a Citywide basis while providing high quality technical support with an
extensive degree of customer satisfaction within effective timelines. Work is reviewed
while in progress and upon completion through observation, conferences, reports
submitted, and results obtained.
Examples of Duties
Researches,
resolves, and responds to complex questions received via telephone calls,
callbacks, email, through help desk software or escalations; provides support on technical services in
accordance with current standards; coordinates and supports technical support
processes among City sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity; monitors
the status of open calls and follows
up with customers as necessary to ensure service goals are achieved;
performs a Help Desk Analyst
role as requested; obtains sufficient information from the customer to log
the call, resolves the problem; closes or escalates incidents to 2nd and 3rd
level staff or re-opens as service requests to a successful resolution.
Defines and
implements proactive customer outreach programs with department liaisons and
other user groups; assists in the documentation and management of T&I’s Change
Control processes and procedures; develops
and provides expert
technical training, technical coaching, and mentoring to other Help Desk employees; leads team projects and training
workshops that enhance the quality or efficiency of support; setups
computer-based training systems; posts information on the City’s Intranet site;
administers the subject, profile, inventory, and help databases in the Help
Desk software.
Manages various
levels of network, system, and application security on a variety of platforms;
acts as a consultant and resource to the Help Desk Supervisor ensuring timely
call closure and appropriate customer satisfaction levels; reports on problems
related to overall Help Desk activities; leads and assists other Help Desk staff
in support of a major
or complex projects
and products; monitors
various system and network devices
to assess system availability.
Performs related work as required.
Knowledge, Skills & Abilities
Knowledge of: Computer hardware, Windows Operating Systems,
Office 365, Mobile Device Management; problem management processes; network IP
address standards; antivirus knowledge; cloud computing; designing, configuring
and troubleshooting mobile devices; extensive knowledge of collaboration tools;
Video conferencing; Android and IOS operating systems, Apple hardware, mobile
device support and macOS.
Skills in: Strong verbal and written communications
skills including technical documentation; problem-solving skills;
organizational skills, attention to detail, and the ability to efficiently
handle several tasks simultaneously.
Ability to: Acquire knowledge of new technologies; work
under pressure with changing priorities in a complex environment; working both
independently and in a team-oriented, collaborative environment is essential;
express oneself clearly and concisely, both orally and in writing; establish
and maintain effective working relationships with others. Ability to lift 30
pounds.
Ability to take
calls from clients and monitor ACD lines, generates tickets based on call and
triage the call for escalation.
Ability to lead
Incident Management initiatives and communicate internally with T&I and
external customers.
Provide support
after hours when necessary based on our after-hour support and on-call schedule
Follow up with
customers as necessary.
Physical Requirements
Ability to lift 20-40 lbs., mostly sedentary,
indoors, requires extended use of computer, typing and viewing monitor.
Minimum Qualifications
Graduation from an accredited college or university with a bachelor’s degree in computer science, business, public administration, or a related field and one (1) year of experience in a management information systems help desk service center operation providing information technology and technical infrastructure assistance to users.
An equivalent combination of education (not less than possession of a high school diploma/GED), training and experience that would reasonably be expected to provide the job related competencies noted above.
Examination
Evaluation
of education and experience. Drug testing is included in all
pre-employment processing.
Comments
Employees may be required to work rotating
shifts, including nights,
weekends, holidays, and overtime as needed. During periods when the Mayor issues
an emergency declaration for the City of Tampa, all employees may be required
to work in preparation, response or recovery activities related to the stated
emergency.
Conclusion
HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application.
