Actively supports and upholds the City’s stated mission and values. Under direct supervision of the Deputy IT Director, employees of this classification work independently on complex tasks, supervision of multiple technical staff members and assisting the Deputy IT Director with policy development, implementation and enforcement.

ADMINISTRATIVE DUTIES

• Supervisory: This job hires, directs, evaluates, schedules, transfers, promotes, rewards, disciplines, and recommends termination of Help Desk employees.
• Budgetary: This job assists with preparing, implementing and managing the budget for the Help Desk program.
• Strategic Planning: This job develops, implements, interprets and manages short- and long-term goals for the Help Desk program.
• Policies/Procedures: This job assists with developing, implementing and interpreting policies and procedures for the Help Desk program. 
• Compliance: This job follows, ensures compliance, enforces and interprets rules and regulations for the Help Desk program.
• Council Communications: This job assists with making recommendations and presentations, writing staff summaries, ensures performance measures are met and balances Help Desk needs with Council’s adopted priorities and direction. This job may represent matters at Council meetings for the Help Desk program.
• Reporting: This job is responsible for preparing reports related to work order request and resolutions utilizing Help Desk ticketing software.

EXAMPLES OF THE WORK PERFORMED (ILLUSTRATIVE ONLY)

• Provides exceptional customer service to both internal and external customers.
• Manages and documents work order requests and resolutions in Help Desk ticketing software.
• Oversees and provides front line service to end-users on hardware and software related challenges.
• Supervises the Help Desk team; provides leadership, mentorship, direction, coaching, training, discipline, and conducts reviews. 
• Maintains confidentiality and security with regard to data access.
• Attend trainings, review periodicals and conduct experimentation in test environment to maintain knowledge of IT trends.
• Oversees the design, test, implementation and documentation of creative solutions to complex issues.
• Designs methodology for background distribution of software updates.
• Oversees the annual technology replacement cycle.
• Maintains compliance with the project management process.
• Acts as Project Manager on larger projects.
• Provides periodic afterhours/weekend on-call support on a rotation basis with other team members.
• Other duties as assigned.

MINIMUM REQUIREMENTS

• Bachelor’s Degree in computer science or a related field.

• An Associate Degree is acceptable with at least one year of technical work experience in the IT field and at least one year of technical lead experience also in the IT field.

• Four years of work experience in information technology (or related field) and two years of technical lead experience.
• Any combination of education, experience, and training equivalent to the above.

DESIRED REQUIREMENTS

OTHER REQUIREMENTS

• Must possess, or obtain upon employment, a valid Arizona driver’s license.
• Regular attendance is an essential function of this job to ensure continuity.
• Must be willing and able to visit City sites and travel to attend trainings.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)

• Extensive experience in a help desk environment.
• Working knowledge of PC hardware, software and peripherals.
• Experience working in Microsoft Windows and Office environment.
• Strong troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to be a productive and effective team player.
• Ability to work under pressure and successfully complete time-sensitive tasks.
• Strong organizational skills, self-motivated and able to prioritize tasks.
• Strong aptitude for attention to detail and accuracy.
• Maintains relationships with existing vendors and develops new relationships as needed.
• Ability to apply project management methodology to large scale projects.
• Ability to motivate a team, lead by example, and strive for efficiency.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT

• While performing the duties of this job, the employee is frequently required to sit, use hands or fingers to handle or feel, talk or hear, and occasionally walk, stand, stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally 40 pounds.
• There are no special vision requirements for this position. 
• The noise level in the work environment is usually moderate.