IT Technical Support - Coordinator

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• Perform all duties assigned to IT Helpdesk - Coordinator 1.
• Provide statewide installation, configuration, maintenance and support for state owned:
  Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment, Software Applications, and all associated components, peripherals, and media.
• Review process documentation for accuracy, update as necessary, and evaluate for potential process improvement.
• Train Coordinator 1 Help Desk employees and provide assistance to escalated tickets.
• Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
• Record service calls in web-based tracking system and utilize system to document ticket resolutions.
• Provide limited support for approved mobile devices which contain DHH’s proprietary data, including, but not limited to e-mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes.
• Train and assist end users on technical issues as a form of preventative maintenance.
• In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
• Travel to various sites as needed to carry out assigned duties.
• Identify, diagnose, and assist with resolution of network issues as related to end user problems.
• Manage all assigned issues being handled by other internal IT units or external contractors.
• Manage e-mail accounts on the state Exchange e-mail server and make updates to accounts as requested by end users.
• Conduct an annual performance evaluation for each subordinate, setting future goals and strategies.
• Conduct recruitment, selection, training, supervision, and professional development of assigned staff.
• Other tasks as directed.

• Bachelor’s Degree.
• Minimum 1 year of professional experience in IT field.
• Experience with Windows based operating systems including installation, system administration and troubleshooting.
• Excellent analytical skills, effective organizational and time management skills.
• Great attention to detail and follow up, and verbal/written communications skills.
• Excellent problem solving/troubleshooting skills.

• Advanced degree.
• Minimum 2 years of professional experience in IT field.
• Advanced knowledge of and experience with:
  • Various hardware including PCs, laptops, and printers
  • Active Directory, Exchange
  • Specific computer hardware including: PCs, laptop & printers;
  • MFPs; routers, switches and servers.
• Customer service experience.
• Professional experience with DHH information systems or programs utilized by the department.
• A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications.
• One or more years supervisory experience in technical roles.
• Work-related evidence of proactive, independent process and/or team improvement.