It Helpdesk Manager

Description

This position coordinates the provision of effective computer user support, maintains and repairs computer hardware and peripheral equipment, and performs related technical work as required. The incumbent is given a general outline of work to be performed and is free to develop work methods and sequences; work is reviewed periodically by supervisor.

The work is considered light-to-medium in nature and involves walking or standing much of the time. It also involves exerting between 20 and 50 pounds of force on a recurring basis, or considerable skill, adeptness and speed in the use of fingers, hands or limbs in tasks involving close tolerances or limits of accuracy. The work requires the following physical abilities to perform the essential job functions: crawling, crouching, feeling, fingering, grasping, handling, hearing, kneeling, mental acuity, pulling, pushing, repetitive motion, speaking, talking, visual acuity, and walking.

The work environment involves exposure to no known environmental hazards, is dynamic and requires sensitivity to change, responsiveness to changing goals, priorities, and needs.

• Coordinate daily Help Desk activities, ensuring the provision of timely, effective computer user support and assistance.
• Review and maintain the Help Desk database.
• Assist in supervising Help Desk Analysts; instruct, assign and review work, maintain standards, coordinate activities, allocate personnel, and address employee issues. Offer training, advice, and assistance as needed.
• Troubleshoot, maintain and repair computer hardware and peripheral equipment; assist in troubleshooting and resolving computer software problems.
• Ensure accurate information is logged into the work order ticketing system and updated in a timely fashion.
• Monitor the performance of network lines and take corrective action as necessary.
• Manage, order, receive, and maintain inventory of computer parts and supplies.
• Assist department personnel in implementing anti‑virus procedures and other technical duties as requested.
• Act as backup technician when work volume is high or during personnel shortages.
• Receive and respond to employee inquiries, requests for assistance, and complaints in areas of responsibility.
• Maintain accurate and complete work records.
• Perform general clerical work as required, including preparing reports and records, entering and retrieving computer data, copying and filing documents, answering the telephone, etc.
• Attend training as required to maintain job knowledge and skills.
• Perform other related duties as assigned.

• Associate’s degree in computer science, information technology or a closely related field.
• Six (6) years of relevant prior experience in a technical or help desk support/service environment.
• Two (2) years of relevant prior management experience preferred.
• Prior experience in local government or law enforcement technologies preferred.
• Must have CompTIA A+, CompTIA Net+, and additional IT-related (MCITP, Security+, etc.) certifications.
• Valid South Carolina Class “D” Driver’s License.

• Knowledge of basic arithmetic, including addition, subtraction, multiplication, division, and calculating ratios, rates and percentages.
• Knowledge of the English language.
• Knowledge of Windows Operating System and Microsoft Office preferred.
• Knowledge of SQL and Crystal Reports.
• Ability to coordinate or determine the time, place, or sequence of operations or activities based on analysis of data or information and to implement and report on operations and activities.
• Ability to provide information, guidance, or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants.
• Ability to operate or repair complex machinery or equipment that requires extended training and experience, such as computer hardware, software and network systems; involving installation and testing at an elementary level or limited scope.
• Ability to perform coordinating work involving guidelines and rules, with constant problem‑solving.
• Ability to read technical instructions, procedures, manuals and charts to solve practical…