IT Support Desk Supervisor (Department Technology Specialist IV)

General Statement of Duties

Closing Date: This position closes on Monday, August 26, 2024.

Provides comprehensive and complex technical support to end users, hardware, software, applications, systems, interfaces and equipment in assigned County department(s), which may include supporting department staff and/or operations at multiple locations; additional duties include moderately complex programming, coding, scripting, querying, interface development and support; LAN/WAN setup and support; assisting with the management of the department-specific domain; set-up and support of incident command centers; serving as department web master designing, creating and maintaining dynamic department-specific web pages and/or tools; serving as a lead worker and back-up to Department IT Manager; may supervise assigned staff; does related work as required.

Essential Duties

Henrico County Public Libraries is seeking a Department Technology Specialist IV to supervise the five site Department Technology Specialist IIs who provide IT support desk services for all staff and public systems at our ten locations. This position is responsible to ensure tickets are resolved timely and efficiently and provided advanced technical support and training for those technicians to resolve comprehensive and complex technical support issues. This supervisor handles daily coordination of attendance and coverage including after hour on call backup, reporting, audits, compliance verification to support ERATE, and Credit Card PCI, coordination with outside vendors, and collaboration with other County agencies for support as needed. This supervisor must possess strong Microsoft and Apple hardware and software knowledge, be experienced with printers, AV and laptop, tablet, phone, and desktop hardware. They will also be responsible to become a subject matter expert on our Library technology including RFID, scanners, barcodes, self-checks, book returns and sortation, patron counters, payment stations, print management systems, and managed desktop access software for public computers. T he library platform includes standards applications and hardware such as Microsoft, Adobe, Apple, HP, Dell, Xerox, Crestron, etc. as well as Library specific such as Lyngsoe, Bibliotheca, and Comprise and others.

• This position will be responsible for daily help desk supervision and to collaborate on department projects from planning to execution to refresh or expand library technologies and ensure our staff or patron environments are reliable and effective.
• Collaborates with the Department Library IT Manager on project plans, long-term planning, budgets, procurement, asset management and recommends tools, hardware, or software to resolve issues, streamline workflows, or enhance the library platforms.
• This position serves as primary backup support as needed to the primary on call technician and for the IT Department Manager as needed.
• Flexible work hours are required to include work in early mornings, evenings, as well as weekends as needed. Onsite support daily may be required across any of the multiple library locations and systems.
• The role is accountable to cover back up after hour on call support where needed when the primary resource needs assistance.
• Candidate should have at least five years supporting multiple hardware platforms from desktops, laptops, printers, phones, tablets, or iPads to printers, RFID tools and demonstrate the technical and management skills to install, configure, test, and troubleshoot multiple levels of Microsoft products.
• A knowledge of Active Directory admin is required.
• One year of supervisory experience for a team of four or more is required.
• One year of managing a helpdesk team is desired.
• Three years of experience planning and leading projects with five or more resources is required.
• Two years or more of experience supporting integrated AV platforms with automated controls for projectors, screens, microphones, speakers, Blu-ray players, wireless connection to both panels and screens, preferably with a Crestron control system is required.
• A strong working knowledge of device support for IP-based networks and Microsoft security along with some server operating system administration is required. Proficiency to manage administration of user ids, access, and email for Microsoft Systems is required.
• Experienced support is preferred for these library application systems: Comprise, Bibliotheca, Lyngsoe Automated Returns, and SirsiDynix Symphony.
• Successful experienced technical candidates will demonstrate excellent communication skills, with the ability to translate complex technical information into non-technical, user-friendly terminology tailored to their audience level and maintain appropriate confidentiality. They will demonstrate the ability to maintain positive working relationships with their team, co- workers, the public, outside agencies, and vendors .

Minimum Qualifications

Four (4) year degree in relevant IT field of study and three (3) years of relevant work experience; OR any equivalent combination of experience and training which provides the required knowledge, skills and abilities.

Additional Information

A criminal history record check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee.

May require a valid driver's license to perform assigned duties at various locations.

Expected Hiring Range will be at the lower end of the pay scale.

How To Apply

Closing Date: This position closes on Monday, August 26, 2024 .

You apply for positions with Henrico County general government through our on-line applicant system, which is available 24-hours a day, 7-days a week with an Internet connection. Please access our job site portal though https://henrico.us/services/jobs or click on the Jobs link in the upper right hand corner of our main County page at https://henrico.us .

Minimum Salary 72875

Maximum Salary 134057

Currency USD

Main Organization General Government

General Government

Employment Status Permanent Fulltime

Permanent Full-time

Amount of Travel

Work At Home