IT Technical Support - Coordinator

Responsibilities

• 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 with industry standards.
• Record service calls in a web‑based tracking system and document ticket resolutions.
• Provide limited support for approved mobile devices containing DHH’s proprietary data, including email, focused on properly configuring devices 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 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 handled by other internal IT units or external contractors.
• Manage email accounts on the state Exchange email server and update 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.

REQUIRED:

• 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.

DESIRED:

• 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, laptops, and 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.