Lead Analyst, Help Desk

Geneva, Kane County
May 14, 2014
Administrative Jobs
Technology, IT Support & Training

Job Description: POSITION TITLE: LEAD ANALYST, HELP DESK SFTECS-LEAD01 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: $53,246 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, Part Time Support Technicians and IT Student Workers positions. Conducts end user support of PC desktop systems. Participates in the installation, troubleshooting, diagnosing, and repairing of computer equipment at JJC. Responsible for ensuring the staff are meeting and exceeding expectations in regards to metrics/benchmarks, and the standard and procedures are followed to provide effective customer service. ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES 1. Coordinate and direct the day-to-day operation of assigned support team within TSS. Monitor problem resolution database for trends. Coordinate the escalation of Help Desk calls. 2. Provide directions, coordination, and expert advice to Information Technology staff in the resolution of Help Desk problems. 3. Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in help desk calls issues. 4. Work within the campus community to promote excellent customer service, effective response times and provide expert insights in to general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. 5. Troubleshoot computers, displays, laptops, printers, and other peripherals determining if the problems are hardware, software, network, or user based. 6. Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested. 7. Conduct preliminary appraisal evaluation of help desk/technical analysts and provide performance evaluation recommendations to the Director of Technology Support Services 8. Answer Support Desk phones and enter issues into call tracking system; maintain and update computer-based reporting and tracking system for computer problems. 9. Assist computer users with software problems and with the basic day-to-day utilization of approved software packages. 10. Coordinate repairs of computer and peripheral equipment by third party vendors when needed. 11. Plan, coordinate, and direct PC lifecycle replacement plan in conjunction with Director, Technology Support Services. 12. Maintain and order spare parts inventory for equipment repair. 13. Participate in meetings and committees as assigned. 14. Assist the Director, Technology Support Services in planning for and coordinating of departmental activities. Assist in the development of departmental policy and procedures. 15. Perform other related duties as assigned. MINIMUM QUALIFICATIONS 1. A+ Certification. 2. Associate's Degree in Computer Science or closely related field. 3. Four (4) years of experience working with PC/Apple hardware/software. 4. Two (2) years of supervisory experience. 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. PREFERRED QUALIFICATIONS 1. Bachelor's Degree in Computer Science or closely related field. 2. Four (4) years of supervisory experience. PHYSICAL DEMANDS 1. Normal office physical demands. 2. Ability to travel between campus locations and to and from community events. 3. Ability to travel in state and nationally. 4. Ability to lift and carry up to fifty (50) pounds. WORKING CONDITIONS 1. Duties are performed indoors in the usual IT office environment. APPLICATION DEADLINE: May 27, 2014 APPLICATION PROCEDURE: Apply online at http://employment.jjc.edu Internal candidates must adhere to the terms of employment regarding length of time in current position as outlined in their union contract. An equal opportunity/affirmative action college supporting diversity HRD5/14