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HELP DESK SUPERVISOR
03685
(Competitive)


DISTINGUISHING FEATURES OF THE CLASS

The work involves responsibility for supervising the delivery and improvement of client services provided through information technology staff. This position provides general and advanced technical support as needed, conducting follow-up evaluations to ensure issues were resolved appropriately. Work is performed under the supervision of a higher-level technology/computer administrator. This position directly supervises service center technical staff. Does related work as required.

TYPICAL WORK ACTIVITIES

Supervises the delivery and improvement of client services provided through the staff of the information technology service center.
Assigns work by following standard operating procedures in the delivery of client services and the management of projects, incidents and changes.
Supervises service center personnel in solving operating problems with systems, related malfunctions with operations and automated systems.
Provides general as well as advanced technical support to clients and service center staff.
Supervises the routing, coordination and follow-up of tasks where the staff resource is outside the service center organization.
Conducts client follow-up to ensure incidents are resolved appropriately, timely and to the satisfaction of the client.
Assists in the development and maintenance of online, self-service client materials including but not limited to: frequently asked questions (FAQ’s), knowledgebase articles, how-to instructional aides, and submission forms.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of the operation of networked computer hardware, software, peripherals and communication devices.
Good knowledge of current technology platforms and tools for the management of devices, security polices and user access.
Good knowledge and skill in the application of Information Technology Infrastructure Library (ITIL) Service Lifecycle and process maps.
Good knowledge of current productivity and enterprise resource planning applications.
Good knowledge of all phases of the organization’s operations.
Ability to communicate clearly, both orally and in writing, with customer base, management and staff.
Skill in developing and maintaining effective interpersonal relations.
Ability to resolve conflicts.
Ability to supervise and motivate staff.

MINIMUM QUALIFICATIONS

Promotion:
Three (3) years of permanent competitive class status in the title of Help Desk Operator.

Open Competitive:

A. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with a Baccalaureate Degree, or higher, in Computer Science or a closely related field and one (1) year of work experience, or its part time equivalent, in a supervisory capacity in a Help Desk or user support environment which must have included problem analysis and/or providing direct user support for problem/question resolution.

B. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with an Associate’s Degree in Computer Science or a closely related field and three (3) years of work experience, or its part time equivalent, in a supervisory capacity in a Help Desk or user support environment which must have included problem analysis and/or providing direct user support for problem/question resolution.

C. Five (5) years of professional level work experience, or its part time equivalent, in a Help Desk or user support environment which must have included problem analysis and/or providing direct user support for problem/question resolution, one (1) year of which must have been in a supervisory capacity.

10/2014 Date of Original Composition