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Short Description:

DHCF is looking for a Help Desk Manager to support the HQ staff.

Complete Description:

IT Help Desk Manager responsibilities • Provides support and expertise on Windows OS and Mac OS devices, including imaging, troubleshooting software and hardware, and deploying to end users. • Provides support and expertise with fixed and portable Audio/Video solutions. • Provides support to all staff by utilizing professional methods that identify, clarify, analyze and produce solutions to IT problems. • Serves as analyst to maintain, develop and improve systems. • Works for the Chief Information Officer on all IT related projects. • Provides analyses of the Department's internal IT systems and provides policy support regarding external IT systems as they relate to systems changes required to implement the health care programs for the District's publicly funded enrollees. • Identifies problems and issues and conducts preliminary analysis of internal IT systems to help determine nature of requirements, logical work and information flows. • Builds and maintains customer service relationships with all user groups. • Keeps abreast of new developments and solutions in computer technologies. Establishes anticipated requirements for completion of work plans. • Administers agency-wide network applications; provides technical support for the LAN/WAN environment and assists with end-user problems. Responsible for the implementation and daily operations of major computer hardware, software, and networks, including telecommunications and technical support services. Assists in configuring and supporting smart phones, and tablet devices. • Troubleshoots all desktop and server-related problems and provides the necessary technical corrective action or forwards to management. Conducts maintenance and support of agency network and network applications. Provides technical support to other agencies technical, staff on the issues related to servers and related IT systems. • Performs other related duties as assigned.

KNOWLEDGE REQUIRED OF THE POSITION • Knowledge of a wide range of IT techniques, including experience with Windows Servers and Active Directory. • Ability to troubleshoot and maintain reliability of services by providing technical support for IT networks. • Ability to problem solves. Identifies problems, determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. • Knowledge of capabilities and limitations of alternative computer hardware and software approaches to automation. Ability to assess need, cost benefit, and requirements for major long-range automatic data processing (ADP) projects. Ability to assess effects of changes, additions, or replacement of systems, and of alternative data processing methods, equipment types, and approaches • Demonstrated skill in communicating effectively, both orally and in writing. • Skill in customer service by working with customers to assess their needs, provides information or assistance, resolving their problems, and is committed to providing quality products and services.

Responsibilities:

1. Responsible for effective provisioning, installation/configuration, operation, and maintenance of computer hardware, software, and related infrastructure.
2. Participates in technical research and development to enable continuing innovation within the infrastructure.
3. Ensures that system hardware, operating systems, software systems, and related procedures adhere to District policies, standards, and guidelines.
4. Systems administration engineering and provisioning, operations and support, maintenance and research and development to ensure continual innovation.
5. Installs new/rebuild existing servers and configures hardware, peripherals, services, settings, directories, storage in accordance with standards and project/operational requirements.
6. Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes.
7. Reviews system and application logs.
8. Verifies completion of scheduled jobs such as backups.
9. Performs regular security monitoring to identify any possible intrusions.
10. Performs daily backup operations, which include ensuring all required file systems and system data are successfully backed up to the appropriate media; creating recovery tapes or disks; and recycling media and sending off-site, as necessary.
11. Performs regular file archival and purging, as necessary.
12. Creates, changes, and deletes user accounts per request.
13. Provides Tier III/other support, per request from various constituencies.
14. Investigates and troubleshoots issues.
15. Diagnoses and recovers hardware or software failures.
16. Coordinates and communicates with impacted constituencies.
17. Applies operating system (OS) patches and upgrades on a regular basis
18. Upgrades administrative tools and utilities.
19. Configures/adds new services, as necessary.
20. Upgrades and configures system software that supports infrastructure applications or Asset Management applications per project or operational needs.
21. Maintains operational, configuration, or other procedures.
22. Performs periodic performance reporting to support capacity planning.
23. Performs ongoing performance tuning, hardware upgrades, and resource optimization, as required.
24. Configures central processing unit (CPU), memory, and disk partitions, as required.
25. Maintains data center environmental and monitoring equipment.

Minimum Education/Certification Requirements: Bachelor’s degree in IT or related field or equivalent experience

Candidate Skills Matrix:

Following sections are to be filled by the candidate:

Skills | Required/Desired | No. of Years | How many years of experience candidate has? Experience customer service, support, and consulting experience for enterprise- level customers of more than 100 users | Required | 11 | Multi-domain models and trusts | Required | 8 | Windows based DNS, WINS, and DHCP services | Required | 8 | Office 365 technologies | Required | 5 | SharePoint 2013, 2016 | Required | 5 | Backup and recovery techniques | Required | 5 | Microsoft Windows Active Directory | Required | 3 | Bachelor’s degree in IT or related field or equivalent experience | Required | 3 |

Background check:

Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.