Arapahoe County Sheriff
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Service Desk Supervisor
at Arapahoe County Sheriff
Join one of Colorado's most progressive IT shops. Arapahoe County is looking to fill a Service Desk Supervisor position in our Information Technology Department! If you are interested in taking part in a more hands-on Supervisor roll, please apply today!
Under the direct supervision of the Technical Services Manager, this position performs a variety of hands-on technical and supervisory duties. Provides advanced Service Desk call resolution, tier 1 and 2 PC support via remote access or deskside, data/network security administration for Arapahoe County network, enterprise applications and computer systems. Other responsibilities include data/network backup system and maintaining security reviews and audits. Supervisory responsibilities of assigned personnel include planning, assigning, reviewing and directing work, performance evaluations, staff scheduling and recommending personnel actions.
Manages the daily activities and performance of assigned Service Desk personnel, implementing or changing procedures to improve efficiencies, staff schedule, assigned work, and activities as needed.
Performs supervisory duties which include performance evaluations, addressing performance or personnel concerns and initiating corrective action. Participates in recruitment, selection and training of new personnel.
Performs Service Desk problem/resolution phone support to internal customers including but not limited to monitoring and responding to Service Desk phone calls, email and voice mail, incident communication and submitting all customer requests into the call tracking system. Provides follow up and progress updates to the customer.
Provides support associated with the user computing environment including but not limited to hardware platform, operating system, Microsoft Office, Internet browsers, printers, scanners and other hardware peripherals. Ability to configure and set up computers and diagnose problems with hardware components, memory management and operating system.
Performs a number of duties associated with the data/network security administration function within the County. These duties include, but are not limited to, administration of the Active Directory accounts utilized by County staff accessing network resources, systems/applications, file/data access, and program/application security.
Performs duties associated with the data/network backup system including mounting tapes, and maintaining offsite tape storage and retrievals.
Responsible for security reviews and audits. Implements remediation of security risks and nonconformance to County policies, recommends changes to security design based on industry knowledge and findings from systematic audits.
Remain informed of current industry development and technologies through education and personal development.
Maintains documentation in area of responsibility.
Performs other duties as assigned.
SKILLS, ABILITIES AND COMPETENCIES:
Ability to supervise, plan, coordinate, direct and review the work of staff and effectively lead change.
Strong people management, interpersonal communication and collaboration skills.
Exceptional customer service, and oral and written communication skills. Written communication skills include the ability to write technical documentation for IT reference.
Strong problem-solving abilities and good judgment when escalating to other resource teams and management.
Knowledge of user security best practices including, but not limited to, Microsoft's Active Directory Security systems, LDAP (Lightweight Directory Access Protocol), and general application authentication security, advanced knowledge of file permissions, understanding of security components and the ability to identify potential security risks.
PC experience; hardware and software, with an emphasis on Microsoft office products.
Knowledge of enterprise backup systems, including the ability to schedule, modify and remove backup jobs, manage backup media and the ability to perform data recovery for applied backup types used by Arapahoe County Government.
Respect for Others
EDUCATION AND EXPERIENCE:
Bachelor's degree in Computer Science, business administration or related field is desirable. Continued information technology course work desirable.
At least 3 years of relevant experience in a service desk/security/desktop technician role administrating Microsoft Active Directory
At least 1 year of supervisory/management experience; or
Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.
PRE-EMPLOYMENT ADDITIONAL REQUIREMENTS:
This position requires successful completion of pre-employment background and motor vehicle checks and polygraph exam.
A valid Colorado driver's license and fingerprinting must be on file.
Will also require post-hire fingerprinting, a Colorado Bureau of Investigation (CBI) background check and successful completion of bi-annual Colorado Justice Information System (CJIS) training.
Position is deemed essential and incumbents must be available for winter storm and other emergency events and available to work on-call on a rotational basis including evenings, holidays and weekends.
Work locations and facilities are subject to change based on business need.
- Supplemental Information
Work is generally confined to a standard office environment but may entail off site work for a problem resolution and/or project work. Position requires 24x7 on-call rotation, and occasional weekend and/or evening work. Must be able to travel between multiple locations as needed. Occasional out of town travel may be required.
The following are some of the physical demands commonly associated with this position.
While this position commonly entails 60-75% sitting and the remaining time standing or walking, the following physical demands could be associated with this position:
Occasionally lifts awkward objects from ground level to waist or higher, carries, pulls or pushes up to 25 lbs.
With assistance or by use of a cart, dolly or other equipment occasionally lifts or carries up to 50 lbs. (i.e. a PC or desktop printer).
Occasionally pushes or pulls up to 100 lbs. (i.e. on a cart or pallet).
Occasionally stoops, kneels, crouches, climbs, balances, crawls, and reaches while performing office duties (i.e. for cabling).
Oral and auditory capacity enabling interpersonal communication as well as communication thorough automated devices such as the telephone.
Constant use of eye, hand, and finger coordination enabling the use of automated office machinery.
Visual capacity enabling frequent use of computer equipment.
Occasionally: Activity exists less than 1/3 of the time.
Frequently: Activity exists between 1/3 and 2/3 of the time.
Constantly: Activity exists more than 2/3 of the time.