Telecommunications/Network Technician Supervisor

Make a Difference with DHSS

Our mission at the Department of Health and Social Services (DHSS) is to improve the quality of life of Delaware citizens by promoting health and well-being, fostering self-sufficiency, and protecting vulnerable populations. We prioritize personal and family independence by assisting individuals and families in a variety of life areas.

We offer numerous career opportunities and are dedicated to attracting and retaining highly talented individuals who are ready to make a difference in their community today. DHSS is a great place to kick-start your profession.

For more information, please visit https://dhss.delaware.gov/dhss/ today!

The incumbent for this position will be the Supervisor for the DHSS HELPDESK. The incumbent will provide technical, operational support and management of the critical first-line of response for information technology support for the 7 Helpdesk Analysts. The incumbent will be responsible for planning, directing, and organizing the operations of an automated help desk services ensuring appropriate coverage for computers/telecommunications/network problem diagnosis and resolution. Work includes overseeing vendor support, system security, establishing, implementing policies, procedures, standards, and evaluating, reporting deficiencies, trends, and Service levels. May develop and administer Helpdesk and other service agreements.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

TELECOMMUNICATIONS/NETWORK TECHNICIAN:

• Configures, installs, tests, troubleshoots, repairs and monitors operation of LAN hardware/software including desktop computers, data/voice/video communication systems, including peripheral devices, wiring and cabling to ensure connectivity and functionality.
• Identifies and resolves network and telecommunication system malfunctions including connectivity and functionality for mainframe and remote access and other connections/interfaces; start/restart network after disruptions or failures using computer diagnostic tools and software; run system backups; resolves desktop computer problems.
• Provides customer service through central service desk/help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs.  Maintains database of user problems and resolution.
• Performs routine network systems administration to include, but not limited to: addition/deletion of users and hardware/software, defining access rights, implementing and ensuring compliance with security procedures and policies, purchasing hardware/software through state contracts, planning and implementing desktop computer migration and maintaining inventory control systems. Advises and trains users on the operation and capabilities of hardware and application software.
• Plans, schedules, installs and tests software updates and hardware upgrades; conducts needs analysis of equipment, software, network security, budget, disaster recovery concerns, training and equipment resources to plan and recommend network changes in ways that meet program goals.  Coordinates network expansion with agency technical staff, consultants, contractual vendors or Department of Technology and Information (DTI).

Note:  This classification can support only the large scale, most complex data networks and some of the agencies employing mid-range data networks.

JOB REQUIREMENTS for Telecommunications/Network Technician Supervisor 
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Three years experience in administering computer data networks which includes troubleshooting, diagnosing and resolving hardware and software problems.
2. Three years experience in installing, testing, and configuring computer data networks including associated wiring, network dependent devices and infrastructure components.
3. Knowledge of information technology project management which includes planning, scheduling, staffing, coordinating, controlling, monitoring, evaluating and reporting on status of IT projects.
4. Knowledge of computer data network design or redesign.
5. Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.

The State of Delaware recognizes the value of telework and flexible working schedules. This position is eligible for Telework according to the State of Delaware’s Alternative Work Arrangement Policy. More information will be shared at the time of interview.

Criminal background check: A satisfactory criminal background check is required as a condition of hire.  The recruiting agency may require the applicant to pay for the criminal background check as part of the conditional offer of hire.

Applicants must be legally authorized to work in the United States. The State of Delaware participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our Job Seeker Resources.

DHSS does not provide employment-based sponsorship.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.