DUTIES AND RESPONSIBILITIES
- Mentor and train team members to improve technical knowledge, skills, and performance.
- Provide leadership by sharing information, giving feedback, and offering coaching.
- Direct work assignments, resolve issues, and train lower-level staff as needed.
- Conduct quality assurance by monitoring interactions between team members and customers, and provide constructive feedback on technical solutions, soft skills, and best practices.
- Monitor workload queues, assign service requests and projects, and help establish priorities.
- Assess and troubleshoot outages or technical issues; determine whether to escalate to senior staff or other IT divisions; serve as the single point of contact (SPOC) for cross-communication.
- Handle escalated customer support issues with a focus on customer satisfaction.
- Manage escalated service requests from entry- and intermediate-level staff.
- Serve as project lead for system upgrades and maintenance tasks.
- Research new technologies and provide recommendations.
- Perform hands-on technical upgrades, installations, and deployments.
- Coordinate with other Technology Services teams to ensure high-quality service delivery.
- Support the testing and deployment of new applications and systems.
- Inform management of existing or potential production issues; maintain logs; communicate with technical staff and user departments regarding schedules, documentation, and testing.
- Act as a primary resource for problem identification, management, and resolution.
- Evaluate and test emerging technologies and recommend tools or solutions beneficial to county operations.
- Update and maintain computer inventory and related equipment records.
- Provide feedback on IT processes and suggest improvements.
- Supervise, direct, and lead the team in the absence of the manager.
- Provide after-hours technology support as assigned.
*The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities.
MINIMUM QUALIFICATIONS
- High School Diploma or GED.
- Four (4) years of experience in technical support or systems administration, including troubleshooting hardware and software issues, validating system data and functionality, implementing applications, or supporting local and wide area network operations.
*Any equivalent combination of related education and/or experience may be considered for the above requirements.
SUPPLEMENTAL INFORMATION
SCREENING AND COMPLIANCE
The offer of this Bernalillo County position requires compliance with the following:- Employee must successfully complete the post-offer employment medical examination and background investigation.
- Employee must comply with the safety guidelines of the County.
- Employee must complete required FEMA training(s) as assigned to position.
- Depending upon assignment, some positions in this class may require possession of a valid New Mexico driver’s license.
WORKING CONDITIONS
- Work is typically performed in an indoor office environment but occasionally requires travel to other locations.
- Work environments may include noise, dust and/or unpleasant odors, and may occasionally require work in confined spaces.
- Occasional evening, holiday and/or weekend work may be required.
EQUIPMENT, TOOLS, AND MATERIALS
- Equipment typically used in the performance of office duties includes telephone, computer, printer, and copy machine.
- Materials and products handled in the course of performing essential duties vary but may include files, forms, reports, various other paperwork, a wide variety of basic office supplies and equipment.