Help Desk Manager Information Technology

Description

GENERAL SUMMARY

Manages day-to-day operations of Help Desk.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

Supervises staff, which includes prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary recommendations.

Directly manages three PC Technicians.

Reviews project plans to plan and coordinate project activity.

Develops and interprets organizational goals, policies, and procedures.

Develops computer information resources, providing for data security and control, strategic computing and disaster recovery.

Consults with users, management, vendors, and technicians to assess computing needs and system requirements.

Meets with elected officials, department heads, managers, supervisors, vendors and others, to solicit cooperation and resolve problems.

Provides users with technical support for computer problems.

Performs other related duties of a similar nature and level as assigned.

Employees are required to comply with safety regulations, procedures, protocols, OSHA standards, and wear personal protective gear if required.

MINIMUM QUALIFICATIONS

Education and Experience

Associate's degree, with 1 to 3 years related experience. Combination of education and experience sufficient to successfully perform the essential functions listed above can be substituted.

KNOWLEDGE, SKILLS, and ABILITIES

Strategic Thinking

Critical Thinking

Technology

Leadership

Complex Problem Solving

Supervise and evaluate employees

Prioritize and assign work

Train, orient, and manage personnel

Works independently

Define problems, collect data, establish facts, and draw valid conclusions

Apply listening and interview skills, work under pressure, address conflict, solve problems, and make sound split-second judgments

Read, analyze, and interpret standards, policies, procedures, and regulations

Develop and write reports, policies, and correspondence

Reason/analyze; use logic to identify and resolve problems

Verify and maintain accuracy of detailed data and information, detect data errors

Exercise good judgment and focus on detail as required by the job

Operate standard office equipment, such as computer keyboards and monitors, copiers, scanners, and telephone

Use (or learn to use) computer software and systems applicable to the position

Collect, organize, and interpret data and prepare accurate records

Compare data from a variety of sources for accuracy and completeness

Organize large volumes of detailed data and information

Meet schedules and deadlines of the work unit

Maintain well-organized materials, files, systems and tools

Adapt to changes in work situations and priorities

Establish and maintain constructive and cooperative interpersonal relationships with staff, peers, supervisors, or managers in the work unit and other departments, as well as with staff of outside entities and other individuals, as applicable to the essential duties and responsibilities

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position typically requires fingering, talking, hearing, seeing, grasping, standing, walking, repetitive motions, stooping, kneeling, crouching and reaching.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Medium Work: Performing the essential functions typically requires exerting up to 50 pounds of force occasionally, up to 25 pounds of force frequently, and/or up to 20 pounds of force constantly.

Johnson County is an Equal Opportunity Employer.