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Hillsborough County Government

Senior Technical Support Spc (#SRTCSSGENS) GENS
$25.69-$40.78 Hourly / $4,452.93-$7,068.53 Monthly / $53,435.20-$84,822.40 Yearly




JOB OVERVIEW

Provides technical support of hardware, software and telecommunications components in a remote environment. Provides leadership to the ITS Technical Support team administering Incident Management Systems, performing analytical tasks and providing corrective technical solutions for problems of considerable difficulty. May serve as Team Lead where applicable in leading and directing the work of Technical Support Specialists.

MINIMUM QUALIFICATIONS

An Associate's degree from an accredited college or institute with a concentration in an information technology field; and

Three years of experience providing technical support for client computing devices (desktops, laptops and printers), PC operating systems, office suites, network operating systems or telecommunications components in a network environment. Demonstrated team leadership experience in a technical support center administering incident management and knowledgebase systems and guiding work of less experienced employees.

Or an equivalent combination of education, training and experience that would reasonably be expected to provide the job-related competencies noted below.

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

  • Knowledge of service desk incident management and knowledgebase system infrastructure, maintenance and administration.
  • Knowledge of industry key performance metrics and standards.
  • Knowledge in the administration of industry survey systems.
  • Knowledge of technical support center and industry best practices. including Information Technology Infrastructure library (ITIL) incident, problem, asset and configuration management.
  • Knowledge of standard business industry software, operating systems, network operating systems, Microsoft Outlook, Microsoft Office Suite, and other commonly used software.
  • Knowledge of software application installation, operation, testing, and maintenance methods and techniques.
  • Ability to provide Team Leadership, coaching, training and guidance to technical support staff.
  • Ability to direct work tasks and establish works schedules for technical support team.
  • Ability to resolve and manage conflicts among support staff.
  • Ability to analyze performance metrics and survey results in order to measure customer satisfaction and team performance.
  • Ability to use troubleshooting peripherals, handheld computing devices, and associated operating systems.
  • Ability to communicate technical information to non-technical users.
  • Ability to detect, analyze and solve routine software problems.
  • Ability to work effectively with others.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on the particular agency, division, department to which they are assigned, individual employees may perform all or any of the duties described below.

 

  • Receives calls and service requests from end users reporting hardware, software, or telecommunications issues. Handles complex issues that are unable to be resolved by the Technical Support Specialist. Troubleshoots, diagnoses and resolves, or escalates as necessary for timely resolution.
  • Administers and manages incident management and knowledgebase systems to ensure steady state operation. Monitors Call Center data to determine problem trends. Provides information to management for the resolution of current issues and prevention of future problems.
  • Assists management in the selection and implementation of incident  management systems by providing subject matter and user experience expertise.
  • Establishes and maintains service level agreements (SLA), performance metrics and key performance indicators for management review.
  • Creates and maintains work schedules for help desk staff as directed by management. Provides coaching, teambuilding, training, and guidance to first level support staff and vendors.
  • Creates surveys, gathers responses, and analyzes results to measure customer satisfaction.
  • Develops, reviews, and updates software/hardware documentation for system and end-users. Prepares technical notices, tips, and other material for countywide e-mail distribution.
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.


CLASS: SRTCSSGENS; EST: 9/18/2013; REV: ;