Information Systems Supervisor
Company: City of Reno
Location: Reno
Posted on: May 28, 2023
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Job Description:
Information Systems Supervisor
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Class Title
Information Systems Supervisor
Class Code
1322
Salary
$97,427.20 - $118,476.80 Annually
Definition
Benefits
Classification Description Summary
Class specifications are intended to present a descriptive list of
the range of duties performed by employees in the class.
Specifications are not intended to reflect all duties performed
within the job.
SUMMARY DESCRIPTION
help desk staff and activities. This includes the management,
planning, and coordination of the combined functions of end user
devices (e.g. desktop computer, laptop, tablet, smartphone, and
other city-issued technologies as required by the end user), user
administration, and computer system implementation for an assigned
area; coordinate with citywide information technology resources and
efforts and provide highly responsible and complex administration
support to the assigned department.
In addition, this classification is responsible for scheduling and
supervising the work of Information Technology Technician's I and
II assigned to the help desk, which provides a single point of
client contact for all problems and inquiries regarding Information
Technology services and assures excellent customer service between
IT and the client base. This classification must exercise
reasonable initiative and independent judgment in problem reporting
and solution, and scheduling staff and equipment within established
procedures to ensure timely output and integrity of data. Work also
includes the responsibility of training and evaluating subordinates
performance. This classification will receive supervision from the
Director and/or IT Manager of the department.
Essential Functions
The following duties are typical for this classification.
Incumbents may not perform all of the listed duties and/or may be
required to perform additional or different duties from those set
forth below to address business needs and changing business
practices.
Plans, coordinates, supervises and provides direction on the
execution of projects, work assignments and workloads for help desk
staff, ensuring adherence to departmental policy and procedures and
provides reports on help desk activities, performance and
operational issues. Implements a schedule to ensure appropriate
coverage of help desk during normal business hours.
Develops workflow, processes, goals, training and policies to
continually improve the quality of customer service and technical
service provided to the help desk customers. This also includes
standardizing complex technical procedures to improve efficiency
and effectiveness of operations.
Develops and continually updates training material for new and
existing help desk staff for transfer of knowledge of City network
structure and applications including conducting training sessions
to improve technical and troubleshooting skills to enhance
technical service provided by help desk. This should include
coordination with departmental system, application and network
project leads to provide transfer of information of ongoing and
future projects that will impact the help desk.
Independently performs system administrator functions when
necessary to troubleshoot or administer Windows Servers, network
applications or network infrastructure components, including Active
Directory, TCP/IP, DHCP, DNS, IIS, SQL and other network
administration servers using network management and remote
administration tools. Also provides System Administration duties
for all help desk systems and applications.
Works with team leadership, including the Director and/or IT
Manager and team leads to improve communication, and standardize
processes, workflows and procedures between the groups.
Develops knowledge of all city network and desktop support systems
in order to provide comprehensive support. This also includes
implementing and developing network backup and disaster recovery
procedures in collaboration with the application and network
technicians.
Coordinates steps with departmental system and network project
leads to maintain the end user community informed of any changes
that will impact their computer use.
Plans, develops and implements projects to educate the end user
community on computer related tasks that will improve their
efficiency such as a help desk website with FAQs, help desk tips
via email, notifications of new support topics available at the
help desk, etc.
Develops processes and implementation plans based on draft or
approved policies created by the department director or others that
are related to desktop support.
Plans, develops and coordinates changes or enhancements to the help
desk software as needed. Develops and implements methods of
monitoring customer service and receiving feedback from customers
including monitoring calls to ensure they are being handled in a
professional and efficient manner, performing follow up calls on
completed work orders and compiling reports on customer service
feedback surveys.
Researches and implements support call reduction plan by monitoring
and reporting on call volume, reviewing and reporting additional
sources of support requests (such as emails or walk-ins), adjusting
resources as needed to ensure minimum call wait time, and providing
solutions to reduce recurring support requests or complaints.
Compiles data regarding established performance metrics for the
work unit, analyzes said data, prepares summaries, recommendations
and implements plans to improve metrics that raise service
standards. Monitors & tracks turnaround time for all work orders,
interpersonal communication with clients, accuracy of technical
assistance provided and proper closure/escalation of calls referred
to other areas.
Plans, implements, and monitors the workflow process to assign
urgency levels to each work order, which will determine the
priority and period in which the work order should be resolved.
Includes refining SLAs as appropriate as systems, applications and
network changes are documented and if new policies are
developed.
Assists in daily operation of the help desk, which includes, but is
not limited to: resolving service requests through hands-on work
with PCs, laptops, printers, handheld devices, servers and all
other associated computer peripherals and software, and assists
with the creation of standard desktop/laptop/server software
images.
Installs enterprise standard virus protection software, backup and
recovery software, electronic mail, internet software, office
automation products and standard operating system software.
Analyzes complex computer hardware and software problems to
determine causes of failure and implements appropriate remedies
according to established departmental standards.
Performs research on new technologies and their applicability to
the City of Reno's technical needs and advises the department
director or IT Manager of new equipment needs.
Assists in the planning, coordination and implementation of active
directory delegation and group policy implementation.
Assists and participates in scheduled or unscheduled Tech Managers
meetings and Deployment meetings.
Perform related duties as required.
Minimum Qualifications
The following generally describes the knowledge and ability
required to enter the job and/or be learned within a short period
of time in order to successfully perform the assigned duties.
Knowledge of:
Advanced principles and practices of information technology.
Current industry standards in network hardware and protocols.
Maintaining inventory of hardware, software, and support assets.
Considerable experience supporting servers and computers in a
TCP/IP environment.
Considerable knowledge of Internet browsers.
Experience in supporting desktops, laptops, tablets, smart phones,
and applications.
Good technical writing skills
Principles and procedures of public safety environment application
support.
Principles and practices of technology infrastructure planning and
development.
Principles and practices of project management.
Principles and practices of municipal budget preparation and
administration.
Principles of supervision, training, and performance
evaluation.
Pertinent federal, state, and local laws, codes, and
regulations.
Considerable working knowledge of the most current released version
or its most immediate predecessor of the following: Microsoft
Operating Systems (Server & Workstation), Microsoft Servers,
Security Products, Google Workspace, DC, PRINT, VPN, RAS, etc.),
Network Protocols (TCP/IP, WINS, DNS, DHCP), and network devices
such as hubs, switches, routers, firewalls, and wiring.
Ability to:
Communicate effectively with both technologically knowledgeable
staff and non-technologically knowledgeable users.
Ability to plan, organize, and supervise the work of technical
staff.
Ability to exercise initiative in an effort to resolve and
follow-up on problems; handle multiple demands and priorities
simultaneously.
Ability to use the Internet to perform research, diagnose and
resolve problems, and download software.
Deal constructively with conflict and develop consensus.
Communicate clearly and concisely, both orally and in writing
Ability to adhere to established standards, and complete projects
within stringent time schedules.
Ability to handle multiple tasks at once, to prioritize, and
demonstrate excellent follow-through on each task assigned.
Work under steady pressure while maintaining composure under
sometimes-stressful conditions; maintain a harmonious work
environment.
Analyze problems, identify alternative solutions, project
consequences of proposed actions and implement recommendations in
support of goals.
Meet the physical requirements to safely and effectively perform
the assigned duties.
Adapt to changing technologies and learn functionality of new
equipment and systems.
Ability to research technical topics and communicate the end
results of the investigation.
Establish and maintain effective working relationships with those
contacted in the course of work.
Ability to interface with high profile users in very demanding
situations.
Must be willing to work extended hours, night, weekends, and
holidays when required to meet critical deadlines.
Education and Experience Guidelines - Any combination of education
and experience that would likely provide the required knowledge and
abilities is qualifying. A typical way to obtain the knowledge and
abilities would be:
Education/Training:
A Bachelor's degree from an accredited college or university with
major course work in computer science, information systems, or a
related field.
Experience:
Three years of increasingly responsible experience in information
technology or systems administration, plus one year of systems
administration as a lead.
License or Certificate:
Possession of an appropriate, valid driver's license.
Supplemental Information
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein 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 job
functions.
Environment: Work is performed primarily in a standard office
setting with some travel from site to site; incumbents may be
required to work extended hours including evenings and
weekends.
Physical: Primary functions require sufficient physical ability and
mobility to work in an office setting; to stand or sit for
prolonged periods of time; to occasionally stoop, bend, kneel,
crouch, reach, and twist; to lift, carry, push, and/or pull light
to moderate amounts of weight; to operate office equipment
requiring repetitive hand movement and fine coordination including
use of a computer keyboard; and to verbally communicate to exchange
information.
Other Requirements
RAPG Pro
R31
Last Update: 03/2022
JD 11/2018
Please use this Health and Welfare Benefit Link
(http://www.reno.gov/government/departments/human-resources/benefits)
to learn more about the City of Reno's great employee benefit plans
and wellness programs.
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Keywords: City of Reno, Reno , Information Systems Supervisor, IT / Software / Systems , Reno, Nevada
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