Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

SUMMARY DESCRIPTION

help desk staff and activities. This includes the management, planning, and coordination of the combined functions of end user devices (e.g. desktop computer, laptop, tablet, smartphone, and other city-issued technologies as required by the end user), user administration, and computer system implementation for an assigned area; coordinate with citywide information technology resources and efforts and provide highly responsible and complex administration support to the assigned department. 

In addition, this classification is responsible for scheduling and supervising the work of Information Technology Technician’s I and II assigned to the help desk, which provides a single point of client contact for all problems and inquiries regarding Information Technology services and assures excellent customer service between IT and the client base. This classification must exercise reasonable initiative and independent judgment in problem reporting and solution, and scheduling staff and equipment within established procedures to ensure timely output and integrity of data. Work also includes the responsibility of training and evaluating subordinates performance. This classification will receive supervision from the Director and/or IT Manager of the department. 

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Plans, coordinates, supervises and provides direction on the execution of projects, work assignments and workloads for help desk staff, ensuring adherence to departmental policy and procedures and provides reports on help desk activities, performance and operational issues. Implements a schedule to ensure appropriate coverage of help desk during normal business hours.

Develops workflow, processes, goals, training and policies to continually improve the quality of customer service and technical service provided to the help desk customers. This also includes standardizing complex technical procedures to improve efficiency and effectiveness of operations.

Develops and continually updates training material for new and existing help desk staff for transfer of knowledge of City network structure and applications including conducting training sessions to improve technical and troubleshooting skills to enhance technical service provided by help desk. This should include coordination with departmental system, application and network project leads to provide transfer of information of ongoing and future projects that will impact the help desk.

Independently performs system administrator functions when necessary to troubleshoot or administer Windows Servers, network applications or network infrastructure components, including Active Directory, TCP/IP, DHCP, DNS, IIS, SQL and other network administration servers using network management and remote administration tools. Also provides System Administration duties for all help desk systems and applications.

Works with team leadership, including the Director and/or IT Manager and team leads to improve communication, and standardize processes, workflows and procedures between the groups.

Develops knowledge of all city network and desktop support systems in order to provide comprehensive support. This also includes implementing and developing network backup and disaster recovery procedures in collaboration with the application and network technicians.

Coordinates steps with departmental system and network project leads to maintain the end user community informed of any changes that will impact their computer use.

Plans, develops and implements projects to educate the end user community on computer related tasks that will improve their efficiency such as a help desk website with FAQs, help desk tips via email, notifications of new support topics available at the help desk, etc.

Develops processes and implementation plans based on draft or approved policies created by the department director or others that are related to desktop support.

Plans, develops and coordinates changes or enhancements to the help desk software as needed. Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders and compiling reports on customer service feedback surveys. 

Researches and implements support call reduction plan by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as emails or walk-ins), adjusting resources as needed to ensure minimum call wait time, and providing solutions to reduce recurring support requests or complaints.

Compiles data regarding established performance metrics for the work unit, analyzes said data, prepares summaries, recommendations and implements plans to improve metrics that raise service standards. Monitors & tracks turnaround time for all work orders, interpersonal communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other areas.

Plans, implements, and monitors the workflow process to assign urgency levels to each work order, which will determine the priority and period in which the work order should be resolved. Includes refining SLAs as appropriate as systems, applications and network changes are documented and if new policies are developed.

Assists in daily operation of the help desk, which includes, but is not limited to: resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software, and assists with the creation of standard desktop/laptop/server software images.

Installs enterprise standard virus protection software, backup and recovery software, electronic mail, internet software, office automation products and standard operating system software.

Analyzes complex computer hardware and software problems to determine causes of failure and implements appropriate remedies according to established departmental standards.

Performs research on new technologies and their applicability to the City of Reno’s technical needs and advises the department director or IT Manager of new equipment needs.

Assists in the planning, coordination and implementation of active directory delegation and group policy implementation.

Assists and participates in scheduled or unscheduled Tech Managers meetings and Deployment meetings.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Advanced principles and practices of information technology.  Current industry standards in network hardware and protocols. 

Maintaining inventory of hardware, software, and support assets. Considerable experience supporting servers and computers in a TCP/IP environment. 

Considerable knowledge of Internet browsers. 

Experience in supporting desktops, laptops, tablets, smart phones, and applications.

Good technical writing skills

Principles and procedures of public safety environment application support.

Principles and practices of technology infrastructure planning and development.

Principles and practices of project management.

Principles and practices of municipal budget preparation and administration.

Principles of supervision, training, and performance evaluation.

Pertinent federal, state, and local laws, codes, and regulations.

Considerable working knowledge of the most current released version or its most immediate predecessor of the following: Microsoft Operating Systems (Server & Workstation), Microsoft Servers, Security Products,  Google Workspace, DC, PRINT, VPN, RAS, etc.), Network Protocols (TCP/IP, WINS, DNS, DHCP), and network devices such as hubs, switches, routers, firewalls, and wiring. 

Ability to:

Communicate effectively with both technologically knowledgeable staff and non-technologically knowledgeable users.

Ability to plan, organize, and supervise the work of technical staff. 

Ability to exercise initiative in an effort to resolve and follow-up on problems; handle multiple demands and priorities simultaneously. 

Ability to use the Internet to perform research, diagnose and resolve problems, and download software. 

Deal constructively with conflict and develop consensus.

Communicate clearly and concisely, both orally and in writing

Ability to adhere to established standards, and complete projects within stringent time schedules. 

Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned. 

Work under steady pressure while maintaining composure under sometimes-stressful conditions; maintain a harmonious work environment.

Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.

Meet the physical requirements to safely and effectively perform the assigned duties.

Adapt to changing technologies and learn functionality of new equipment and systems.

Ability to research technical topics and communicate the end results of the investigation. 

Establish and maintain effective working relationships with those contacted in the course of work.

Ability to interface with high profile users in very demanding situations. 

Must be willing to work extended hours, night, weekends, and holidays when required to meet critical deadlines.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

A Bachelor's degree from an accredited college or university with major course work in computer science, information systems, or a related field. 

Experience:

Three years of increasingly responsible experience in information technology or systems administration, plus one year of systems administration as a lead.

License or Certificate:

Possession of an appropriate, valid driver's license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting with some travel from site to site; incumbents may be required to work extended hours including evenings and weekends.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

RAPG Pro

R31

Last Update: 03/2022

JD 11/2018