Helpdesk Analyst Supervisor #2305-7726-01

• Assist with coordination of helpdesk tickets from technician support communications.
• Supervise the Helpdesk personnel, including performing similar responsibilities.
• Routinely offers support and mentorship to Support Desk staff.
• Direct the flow of request for information that come through the Helpdesk.
• Directs and works with Support Desk Team to accomplish assigned and stated goals, guidelines, and objectives.
• Ensures team compliance with process and technical training requirements.
• Maintain time and attendance records.
• Supervises and advances procurement activities as required ensuring on time delivery of components and equipment; process all purchase orders.
• Works closely with the IT Director to ensure compliance with departmental budgets.
• Provide level one support for staff.
• Provide support for student record system.
• May participate in Support Desk staffing process including recruitment, supervision, development, evaluation, and discipline.
• Assists the Director as necessary.
• Performs other duties and projects as assigned.

Graduation from high school or GED; two-year technical school or related training ideal but not required; and five years of experience in finance, business administration, information systems, or related fields.

• Knowledge of and experience with computers and accessories.
• Extensive experience with customer service.
• Knowledge of operating system software.
• Ability to learn and support new applications, understanding cloud-based systems and related hardware as required.
• Experience supervising staff and directing support work.
• Ability to install personal computers, software, common peripheral devices, internal expansion memory.
• Ability to identify common hardware and software conflicts, and ability to determine when a problem needs to be elevated for higher-level resolution.
• Ability to communicate effectively both in writing and orally with subordinates, other City personnel, contractors, and the public, including excellent interpersonal skills and attention to details.
• Possession of and ability to maintain a valid State of Connecticut driver’s license.
• Internal only; open only to current City of New Haven Employees meeting minimum requirements.

This is a General Fund, "Tested" position. 

This position is included in a collective bargaining agreement with Local 3144, American Federation of State, County and Municipal Employees; the salary is within Local 3144, Range 8.

Bargaining agreements available to review HERE.

General Funded hires into this class are not covered by Social Security and will not pay Social Security taxes. They instead participate in the City Pension; the employee contribution rate is 10% of pay.

Employment is contingent upon the successful completion of: a 90-day probationary period.

Applicants meeting minimum requirements may be invited to participate in a Civil Service exam process at a later date.

It is critical that you complete the application thoroughly, as the information you provide will be used to ascertain if you are eligible to move forward in the selection process, and in some cases, this information may be used to determine the Eligibility List.

Information regarding the employment and selection process can be found HERE.

Please note that the only method of communication with applicants for this position will be by email. You must provide a valid, working email address and you will need to monitor your email, including spam/junk folders, for correspondence from the New Haven Human Resources Department.