Lead Technical Analyst
Job Description: POSITION TITLE: LEAD TECHNICAL ANALYST SFTECS-LEAD02 STATUS: Full time DEPARTMENT: Technology Support Services DIVISION: Information Technology CLASSIFICATION: Exempt UNION: Support and Technical REPORTS TO: Director, Technology Support Services PLACEMENT: Support Staff, Grade 9 MINIMUM PAY RATE: $54,471 annually Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff. POSITION SUMMARY Supervisory level position. Supervises Technical Analyst positions within TSS team. Conducts end user support of desktop, laptop and mobile devices. Participates in the installation, troubleshooting, diagnosing, and repairing of computer equipment at JJC. Coordinates and maintains an inventory system of computer equipment and is responsible for coordinating the regular maintenance of computer equipment at the institution. Occasional local travel to remote centers and campuses required. ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES 1. Responsible for coordinating and directing the day-to-day operation and tasks of assigned Technical Analysts within TSS. 2. Monitor problem resolution database for trends. Coordinate the escalation of incident tickets to Tier 3 for resolution. 3. Provide directions, coordination, and expert technical advice to Information Technology staff in the resolution of incidents and service requests. 4. Assist the Director, Technology Support Services in planning for and coordinating of departmental activities. Assist in the development of desktop policy and procedures. 5. Troubleshoot computers, displays, laptops, printers, and other peripherals determining if the problems are hardware, software, network, or user based. 6. Perform duties of the Technical Analyst as needed. 7. Coordinate support of third party services including but not limited to hardware & software. 8. Plan, coordinate, and direct PC lifecycle replacement plan in conjunction with Director, TSS as well as maintain spare parts inventory for equipment repair. 9. Maintain inventory databases for hardware, mobile devices and software packages. Assist the Director, TSS with the computer life cycle and purchasing of replacement PCs, laptops, Mobile Devices and Printers. 10. Collaborate with the Network Administrator in developing new desktop/laptop images by testing and verifying its functionality. 11. Actively raise and communicate technology issues and recommend improvements to technology support services team. 12. Ensure all technical issues are expediently addressed, resolved, and documented with technician notes 13. Provide monthly support metrics reports to the Director of TSS and analyze results. 14. Conduct preliminary appraisal evaluation of assigned Technical Analysts and provide performance evaluation recommendations to the Director of TSS. 15. Participate in meetings and committees as assigned by Director, TSS. 16. Perform other related duties as assigned. MINIMUM QUALIFICATIONS 1. Associate's degree or equivalent education in Computer Science or closely related field. 2. CompTIA A+ certification. 3. Four (4) years of troubleshooting experience working with PC hardware/software and Apple software. 4. Two (2) years of experience supervising desktop technicians. 5. Demonstrated organizational and computer problem solving skills. 6. Excellent customer service, verbal and written communication skills, and ability and willingness to work cooperatively with a diverse population. 7. Attentiveness to detail, excellent organizational skills, initiative, and multitasking to facilitate ongoing projects. PREFERRED QUALIFICATIONS 1. Bachelor's Degree in Computer Science or closely related field. 2. Four (4) years of supervisory experience. 3. ITIL Foundation Certification. 4. Four (4) years of managing desktop technician experience. PHYSICAL DEMANDS 1. Ability to travel between campus locations and to and from community events. 2. Ability to lift and carry up to fifty (50) pounds. WORKING CONDITIONS 1. Duties are performed indoors in the usual IT office environment. 2. Must have reliable transportation for servicing problems at other campus locations and transporting equipment to/from repair sites. Travel expenses are reimbursed in accordance with college policies and procedures. Internal candidates must adhere to the terms of employment regarding length of time in current position as outlined in their union contract. Application Procedures: "Apply to this Job at employment.jjc.edu" Application Deadline: 12/2/2018 Joliet Junior College is an equal opportunity/affirmative action college supporting diversity. All offers of employment are contingent upon the following: * Satisfactory results of a background check * Post-offer, pre-employment Drug Screening for employees that are new to the College * Post-offer, pre-employment physical exam in circumstances where the nature of the work renders it appropriate or where Federal law or regulation requires ANNUAL CLERY SAFETY REPORT (ASR) NOTICE FIRE SAFETY REPORT (FSA) and MISSING PERSON POLICY (MPP) FOR STUDENTS RESIDING IN "ON CAMPUS" STUDENT HOUSING Joliet Junior College is committed to assisting members of the JJC community in providing for their own safety and security. The annual CLERY security compliance document along with the Fire Safety Report (FSR) and the Missing Person Policy (MPP) for students residing in "on campus" student housing is available at the JJC Police Department website : www.jjc.edu/cleryreport If you would like to receive the ASR, FSR or MPP in booklet form, you may stop by the Campus Police Department located on Main Campus in G 1013 or call Campus Police at 815-280-2234. The website and booklet contain information regarding campus security and personal safety such as crime prevention and reporting, police law enforcement authority, disciplinary procedures and other related security policies. They also contain information about crime statistics for the three previous years for all JJC campuses, property owned and controlled by JJC District 525 and on public property immediately adjacent to JJC campuses. This information is required by law and is made available by the Joliet Junior College Police Department.