Supervising Network Systems Support Analyst

Merced County Department of Administrative Services – Information Systems is currently accepting applications for the position of Supervising Network Systems Support Analyst within the Network, Communications, and Enterprise Systems Division. This critical supervisory position requires dynamic professional leadership and strong technical experience in designing, deploying, and maintaining network infrastructure, telecommunications systems, enterprise server environments, and cybersecurity infrastructure. Demonstrated experience coaching team members to strengthen their abilities and skill sets is desirable.

• Supervise IS Network Services Division in the design, implementation and maintenance of all Network Services Systems.
• Design and manage the implementation and maintenance of network and telephony systems, including definition and documentation of requirements, development of methods and procedures, project coordination, development of plans and schedules, resource management, deployment and maintenance.
• Maintain and test policies and procedures to ensure that all data center systems have the latest anti‑virus software data files and are updated regularly.
• Determine the impact of software applications on network/system resources, make recommendations, implement and document changes.
• Supervise the planning, coordination and documentation of routine telephone maintenance.
• Provide system and network resource monitoring and reporting.
• Develop and enhance the skills and experience of Network Services personnel with specific security responsibilities to ensure systems remain secure, available and functional at all times.
• Maintain network and server availability to meet customer needs.

• Service Desk Case Management System:
  Develops, oversees, implements and maintains the IT Service Desk Case Management System.
• Service Desk Monitoring and Incident
  
  Activities:
  
  Works closely with other IS project teams and work groups to ensure smooth escalations and effective end‑to‑end customer assistance. Regularly reviews service call and problem‑resolution logs and reports. Verifies unresolved customer issues daily and monitors problem‑resolution efforts until completion. Supervises support requests of internal customers and analyzes customer request patterns.
• Service Desk Best Practices:
  Develops, implements and maintains Service Desk methodologies and best practices, overseeing compliance with department standards for problem logging, issue tracking, auditing and service levels.
• Metrics and Reporting:
  Reviews and monitors appropriate metrics and reports to ensure team members and IS in general are performing within agreed‑upon service levels.
• Problem management:
  Serves as a central coordination point for root cause analysis and remediation within IS operations.
• Customer relations:
  Establishes and maintains effective internal and external working relationships to ensure IS service and support needs of customers are addressed.
• Customer Satisfaction:
  Develops, implements, and reviews quarterly surveys of employees/users to gauge customer satisfaction, reports results to CIO, IS managers and staff, and internal and external stakeholders, making recommendations to improve IS operations.
• Availability:
  Accepts responsibility for overall delivery of IS service desk operations and services.
• Knowledge Management:
  Develops, implements, maintains and promotes the IS Knowledge Base for internal and external customers.
• Office Automation:
  Supervises development, implementation and maintenance of County equipment standards, including deployment of PCs, printers and related equipment and peripherals.
• Technology Training:
  Assists the Training Specialist in developing long‑ and short‑range IS training goals and objectives. Supervises the development, implementation and maintenance of training courses for County departments in computer application software, training schedules and documentation, reviews and updates curricula as needed, and develops new methods to ensure effective training.

Five (5) years of increasingly responsible experience as a…