Information Technology Support Supervisor

Description

The City of Santa Ana is looking for individuals who are results-oriented, possess great attitude, demonstrate creativity and innovation, work efficiently, show a record of success and have a passion for public service. Having highly talented employees provides the best service to our community. Performs a variety of professional, technical, and administrative duties in planning, supervising, and participating in Citywide Tier one (1) Information Technology (IT) customer support for all City supported systems, applications, and equipment, including supervising assigned staff, to provide network and personal computing support to end users.

Essential Functions Include But Are Not Limited To

• Oversees, supervises, participates in, and monitors hardware and software configuration, personal computer maintenance, and the resolution of technical issues for City staff in compliance with established City policies and procedures, and in support of department goals and objectives.
• Oversees the deployment, maintenance, security, repair, and updating of desktop and personal computers, and related hardware and software; oversees the troubleshooting of network connections issues; and ensures the timely resolution of customer service issues.
• Oversees Help Desk, Desktop Support, and Mobile Device Management functions; monitors and assesses the quality of support and repair services provided; and provides backup support.
• Collaborates with network and data center administrators and IT management to develop and implement IT policies and procedures; recommends and implements process improvements.
• Participates in the development and implementation of section goals, objectives, initiatives, and priorities.
• Monitors section work activities , in cluding user requests, project tasks, technical support of City meetings, and hardware and software deployment.
• Responds to sensitive and complex information technology inquiries from City staff.
• Develops, implements, and oversees City IT training and orientation programs; develops and prepares related materials; and provides formal and informal training to users and technical support staff.
• Ensures that planned and unplanned technical, system, or application updates and issues are addressed timely; communicates status updates to impacted parties.
• Plans, assigns, supervises, and reviews the work of subordinate staff; assists in employee selection; provides staff training and guidance; evaluates employee performance; assists in correcting employee deficiencies; and assists in administering disciplinary procedures.
• Develops and maintains the Help Desk Operations Manual.
• Oversees the implementation and administration of the IT service management and asset management systems; ensures information technology equipment and devices are tracked and maintained to City standards.
• Assists in reviewing, evaluating, and implementing applicable software releases.
• Participates in the evaluation and selection of City hardware and software.
• Prepares purchase requisitions for required parts, software, and services.
• Prepares and coordinates agreements with vendors for specialized services, parts, and supplies; coordinates and interacts with vendors regarding warranty and services agreements.
• Provides input regarding section budgetary needs.
• Stays informed of City software needs, product availability from providers, and industry trends.
• Prepares reports and correspondence; maintains records in compliance with City retention policies and procedures.
• Performs other duties as assigned.

Minimum Qualifications

Minimum qualifications may be met via an equivalent combination of experience and education sufficient to perform the essential job functions. Experience and education must provide the listed knowledge, skills, and abilities. EXPERIENCE AND EDUCATION Experience: Five (5) years of increasingly responsible professional experience installing, configuring, and supporting computer hardware and software, network and information systems, and complex information technology systems with multiple users and sites, including one (1) year of supervisory or lead work experience. Education: Bachelor’s degree from an accredited college or university with major course work in computer science, information technology, public administration, business administration, or a related field. Special Requirements:

• Must be willing and able to work evenings, nights, weekends, and holidays, as needed.
• Possession and retention of an appropriate valid driver’s license or ability to use alternative forms of transportation that would reasonably meet the needs of the position is a condition of continued employment.

Highly Desirable: Experience working in a municipal or public sector setting is highly desirable. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of:

• Computer hardware and software systems, including business applications, operating systems, and network systems; Microsoft Windows operating systems and Microsoft Office Suite applications.
• Pertinent federal, state, and local public sector laws, codes, and regulations.
• Security principles and practices, firewalls, monitoring and reporting tools, internet filtering, antivirus software, spyware, cybersecurity endpoint detection tools, threat identification, and remediation.
• Principles, methods, and techniques used in designing, developing, testing, implementing, and maintaining information technology applications, systems, and networks.
• Principles and methods of troubleshooting computer hardware, software, and network problems.
• Mobile device management and voice over Internet Protocol (VoIP) phone systems.
• Information Technology Infrastructure Library (ITIL) framework.
• Area Network (WAN) and Local Area Network (LAN) design, systems, equipment and devices, Wi-Fi networks, and mobile broadband.
• Principles of supervision, training, and performance management.
• Principles, practices, and techniques of project management.
• Data transmission protocols.
• Basic principles and practices of municipal operations and budget administration.
• Utilization of network monitoring and analysis tools.
• Terminal server design and remote access administration.
• Effective customer service principles, practices, and techniques.
• Help desk triaging processes and administration used in enterprise environments.
• Methods and techniques of evaluating business needs to provide technological solutions.
• Methods and techniques of developing technical documentation and training materials.
• Current industry trends and best practices.
• Basic principles of mathematics.
• Proper English usage, grammar, and punctuation.
• Information technology recordkeeping principles and practices.
• Modern office practices, procedures, methods and equipment.

Skill in:

• The use of personal computers and business software applications, including Microsoft Windows and Office Suite.
• The operation of modern office equipment.
• Interacting with others in a professional manner.
• Engaging in sound problem solving.

Ability to:

• Assist in overseeing, coordinating, and directing the day-to-day operations of information technology help desk, desktop support, mobile device management, and related operations, programs, and activities.
• Understand, interpret, apply and administer, enforce, and follow Citywide and departmental codes, policies, and procedures, and applicable federal, state, and local policies, laws, and regulations.
• Operate, install, analyze, maintain, configure, and troubleshoot a variety of complex technology applications and systems in a timely manner.
• Monitor and oversee the maintenance of the information technology help desk, desktop support, and mobile device management operations.
• Assist in developing and implementing goals, objectives, programs, projects, practices, policies, and procedures.
• Develop and maintain information technology procedures, manuals, and documentation.
• Select, supervise, train, and evaluate information technology staff responsible.
• Train City employees in the application and use of computer hardware and software.
• Coordinate and administer a variety of information technology projects and programs.
• Ensure the confidentiality and security of information technology system data.
• Make sound independent decisions within established policies, procedures, and guidelines.
• Make accurate arithmetic, financial, and mathematical computations.
• Assist with developing and administering section budget.
• Analyze data, draw sound conclusions, and make and implement recommendations.
• Respond to inquiries, information requests, and complaints professionally and timely.
• Stay current in information technology practices and trends.
• Assist in overseeing, tracking, and administering agreements and contracts.
• Prepare clear technical reports, correspondence, procedures, and other written materials.
• Communicate tactfully, clearly, and concisely, both orally and in writing.
• Plan, prioritize, and complete a variety of work, projects, and tasks effectively and timely to meet deadlines.
• Ensure accurate recordkeeping in compliance with retention policies and procedures.
• Establish and maintain effective working relationships with technical and non-technical City employees, vendors, the public, and those contacted in the scope of work.

WORKING CONDITIONS
Environmental Conditions: Work is generally performed in standard office and, occasionally, field settings. Occasional travel to different sites is required. Incumbents may be exposed to fumes, odors and smells, loud and noisy conditions, indoor and outdoor lighting, dirt and dust, wind and pollen, and variable weather conditions.

Physical Conditions: Primary functions require sufficient physical ability and mobility to work in office and field settings; operate motor vehicles; stand or sit for prolonged periods of time; occasionally climb, stoop, bend, kneel, crouch, reach, twist, and walk; lift and carry up to sixty (60) pounds unassisted; push and/or pull light to moderate amounts of weight; have dexterity of hands to grasp and manipulate objects; operate office equipment requiring repetitive hand movement and fine coordination, including the use of a computer keyboard; utilize sight, hearing, speaking, reading, writing, and math ability to exchange information; see with normal vision and visual range, with or without correction; and hear in the normal audio range, with or without correction.

Selection Process

All applicants are required to complete and submit a City application form online and answer the supplemental questionnaire. Resumes or faxed copies will not be accepted in lieu of the City online application. Stating "See Resume" is not an acceptable substitute for a completed application. To apply, click on the "Apply" link located at the top of this page. New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide.

Applications will be reviewed by the Human Resources Department. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Oral Interview Examination (Tentatively scheduled for December 17, 2024) : (Weight of 100%) will evaluate the candidates' experience, training, education, and abilities in relation to those factors which are essential for successful performance on the job. Candidates need a minimum passing score in order to be placed on the eligible list.

The City of Santa Ana is an equal opportunity employer. If you consider yourself a person with a disability, you may contact us regarding providing reasonable accommodation.

Please visit the following website to view the summary of comprehensive benefits!

Summary of Benefits

(under SEIU)

NOTE: A more complete set of specifications for this classification may be found on the City's website or on file in the Human Resources Department. The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice. The types and levels of employee benefits provided, including City contribution toward benefit costs, are subject to change as a result of periodic contract settlements between recognized employee associations and the City of Santa Ana.

Closing Date/Time: 12/4/2024 11:59 PM Pacific

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• City of Santa Ana

• 714-647-5340

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