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DATA CENTER HELP DESK SUPERVISOR
DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for supervising the operations of the Help Desk work station which includes but is not limited to isolating and identifying problems occurring within the data processing network of the OCM BOCES and their user school districts. Under the supervision of the Manager of Operations, an employee in this class supervises the system and operations support relative to the maintenance and enhancement of all networks and operating systems. Direct supervision is exercised over Help Desk Specialist and other Help Desk personnel. Does related work as required.
TYPICAL WORK ACTIVITIES
Supervise system and operations support relative to the maintenance and enhancement of all networks and operating systems (Mainframe, Mini and PC).
Prepare, maintain and manage Help Desk software support systems by analyzing customer requirements for changes to existing systems, providing direction for the development of new systems and ensuring documentation is kept up-to-date.
Assign work as it relates to problem/change management procedures, customer service inquiries and proper procedures to follow regarding system procedures, and work with customers and staff to be sure service level agreements are met.
Supervise Help Desk personnel in solving operating problems with systems related malfunctions with operations and automated systems.
Provides general as well as technical guidance to customers relating to concerns about systems procedures, on-line transactions, system status and downtime procedures.
Acts as liaison to outside vendors of processing services.
Develops or helps prepare user requirements for new systems.
Represents the department on task forces and cross-functional teams.
Relays and provides direction for assistance with problems that are outside the scope of the Help Desk to the appropriate group and stays informed of all policies and procedures that have an impact on the customer.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Good knowledge of various software packages.
Good technical and mechanical aptitude.
Good knowledge of all phases of the organization's operations.
Ability to supervise.
Ability to communicate clearly, both orally and in writing, with customer base, senior management and staff.
Ability to work independently with little supervision.
Physical condition commensurate with the demands of the position.
One (1) year of permanent competitive class status in the title of Junior Systems Programmer; or,
Two (2) years of permanent competitive class status in the title of Local Area Network Technical Support Specialist or Telecommunications Network Technician; or,
Three (3) years of permanent competitive class status in the title of Computer Operations Shift Supervisor.
A) Graduation from a regionally accredited or New York State registered college or university with a Baccalaureate Degree in Computer Science or a closely related field, and one (1) year of full-time experience, or its part time equivalent, in computer operations supervision; or,
B) Graduation from a regionally accredited or New York State registered college or university with an Associates Degree in Computer Science or a closely related field and three (3) years of full time experience, or its part time equivalent, in computer operations one (1) year of which must have been in a supervisory capacity; or,
C) Five (5) years of full time work experience, or its part time equivalent, in computer operations one (1) year of which must have been in a supervisory capacity; or,
D) An equivalent combination of education and experience as described above.