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Job Description
Examples of Duties
Merced County Department of Administrative Services - Information Systems is currently accepting applications for the position of Supervising Network Systems Support Analyst within the IT Support and Help Desk Division. This is a critical supervisorial position within Information Systems, and plays an integral role in the agency’s communicating, planning, initiating, collaborating, maintaining, and evaluating activities related to the support of the office automation management tools, Active Directory, M365 Azure administration, and cybersecurity infrastructures. This position requires dynamic professional leadership as well as strong technical experience in designing, deploying, and maintaining these infrastructures. Demonstrated experience in coaching team members to strengthen their abilities and skill sets is desirable.
Duties may include, but are not limited to the following:
Network Services:- Supervise IS Network Services Division in the design, implementation and maintenance of all Network Services Systems.
- Design and manage the implementation and maintenance of network and telephony systems. This includes but is not limited to: definition and documentation of requirements; development of methods and procedures; project coordination; development of plans and schedules; resource management, deployment and maintenance.
- Maintenance and testing of policies and procedures to ensure that all data center systems have the latest anti-virus software data files and are updated regularly.
- Determine the impact of software applications on network/system resources and make recommendations; implement and document any changes.
- Supervise the planning, coordination and documentation of routine telephone maintenance.
- Provide system and network resource monitoring and reporting.
- Develop and enhance the skills and experience of Network Services personnel with specific security responsibilities to ensure that systems remain secure, available and functional at all times.
- Maintain network and server availability to meet customer needs.
- Service Desk Case Management System. Develops, oversees, implements and maintains the IT Service Desk Case Management Systems.
- Service Desk Monitoring and Incident Activities. Works closely with other IS project teams and work groups to ensure smooth escalations and effective end-to-end customer assistance. Regularly reviews services call and problem resolution logs/reports. Verifies unresolved customer issues on a daily basis and monitors problem resolution efforts until completion. Supervises support requests of internal customers and analyzes customer request patterns.
- Service Desk Best Practices. Develops implements and maintains Service Desk methodologies and best practices. Oversees and ensures compliance with department standards for problem logging, issue tracking, auditing, and levels of service.
- Metrics and Reporting. Reviews and monitors appropriate metrics and reports to ensure that team members and IS in general are performing within agreed upon service levels.
- Problem management. As assigned, serves as a central coordination point for root cause analysis and remediation within IS operations.
- Customer relations. Establishes and maintains effective internal and external working relationships to ensure IS service and support needs of customers are addressed.
- Customer Satisfaction. Develops, implements, and reviews quarterly surveys of employees/users to guage customer satisfaction. Reports on survey results to CIO, IS managers and staff, and internal and external stakeholders and makes recommendations to improve IS operations where needed.
- Availability. Accepts responsibility for overall delivery of IS service desk operations and services.
- Knowledge Management. Develops, implements, maintains and promotes the IS Knowledge Base for internal and external customers.
- Office Automation. Supervises development, implementation and maintenance of County equipment standards to include deployment of PCs, printers, and related equipment and peripherals.
- Technology Training. Assists the Training Specialist in developing long and short range IS training goals/objectives. Supervises the development, implementation and maintenance or training courses for County departments in computer application software. Supervises the development, implementation and maintenance of training schedules and documentation. reviews and updates training curricula as needed for changing technology needs. Develops new methods and procedures as required to ensure the effectiveness and smooth functioning of all training curricula.
Minimum Qualifications
Experience:
Five (5) years of increasingly responsible experience as a network systems support analyst including two (2) years comparable to a Network Systems Support Analyst III.
Education:
Equivalent to graduation from a four (4) year college with major work in information systems, computer science or related field. Experience and/or education in computer science, information systems or systems and/or network administration may substitute for the college education on a year-for-year basis.
Essential Functions
ESSENTIAL FUNCTIONS
- Operate a personal computer and other modern office equipment.
- Communicate effectively with others in writing, in person and over the telephone.
- Analyze data, interpret policies, procedures and regulations, develop appropriate conclusions, and prepare reports.
- Meet deadlines under stressful conditions.
- Resolve conflicts and respond appropriately to complaints.
- Complete multiple priority projects with conflicting deadlines.
- Maintain confidential information in accordance with legal standards and/or County regulations and/or departmental standards.
- Complete assignments on time and on budget.
- Provide outstanding customer service.
- Train, evaluate and supervise staff.
- Frequent sitting for extended periods and occasional walking and climbing stairs.
- Driving, pushing/pulling and bending/squatting.
- Frequently Lifting 5 pounds or less and occasionally 5 to 40 pounds.
- Constant use of overall visual capabilities with frequent use of color perception, hand/eye coordination, reading and/or close up work and occasional use of depth perception and peripheral vision.
- Normal dexterity with constant holding, frequent grasping, reaching, repetitive motion and writing.
- Constant hearing normal speech, hearing/talking on the telephone and in person.
- Constant concentration with frequent user contact, decision making, and conflict resolution.
- Occasional exposure to outdoor and indoor industrial conditions including heat/cold, dust, allergens, odors and poor ventilation.
- Regular attendance is an essential function.
Knowledge of:- Currently installed network equipment and software.
- Network operating system in use.
- Network system design methods.
- Applications software packages.
- Effective methods of supervision and training.
- Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to:- Plan and administer a network environment.
- Analyze problems and propose viable solutions.
- Communicate both verbally and in writing with technical as well as non-technical persons.
- Prepare clear, concise and complete reports.
- Plan and schedule network hardware and software installation.
- Supervise subordinate personnel.
- Schedule network resources and facilities.
- Maintain or supervise the maintenance of files, records and reports.
- Establish and maintain effective working relationships with others.
- Plan, organize and supervise the work of subordinate personnel.
HOLIDAYS & LEAVES
MANAGEMENT LEAVE
May receive, depending upon classification, 96 hours per Fiscal Year.
VACATION
10 days the first 5 years of continuous employment (limited to a maximum of 160 hours), 15 days in the second 5 years of continuous employment (limited to a maximum of 240 hours), and 20 days after 10 years of continuous employment (limited to a maximum of 320 hours). Optional annual sell back of a portion of accumulated vacation leave hours (maximum - 40 hours).
SICK LEAVE
0.0625 hours sick leave for each paid regularly scheduled work hour. 16 days (130 hours per year) with unlimited accumulation. Optional annual buy back of a portion of accumulated sick leave hours upon meeting certain criteria.
HOLIDAYS
Twelve paid holidays annually plus two optional holidays.
BEREAVEMENT LEAVE
Five (5) regularly scheduled consecutive workdays.
INSURANCE
HEALTH INSURANCE
Medical Insurance - Merced County offers multiple Medical Plans and contributes towards employee and dependent premiums. Medical plan availability varies based on bargaining units.- Anthem 500 EPO
- Anthem 1500 EPO
- Anthem HDHP (High Deductible Medical Plan) with Health Savings Account (HSA)
- Anthem HDHP (High Deductible Medical Plan) without Health Savings Account (HSA)
Dental Insurance - Delta Dental- County pays 100% of the premium for employees and 50% for dependent(s)
- County pays 100% of the premium for employees and 50% for dependent(s)
Management Disability Insurance - Unit 20 Unrepresented Management Levels A-E - 100% premium paid by employer
LIFE INSURANCE
County-paid Life and Accidental Death & Dismemberment Insurance- Unit 20 Unrepresented Management:
- Level A & B $85,000
- Level C $55,000
- Level D & E $35,000
Voluntary Term and Whole Life Insurance are available - premium paid by employee
RETIREMENT
DEFERRED COMPENSATION
The County offers a 457 Deferred Compensation Plan. Employees choose their investment funds and can make pretax contributions to the plan up to the maximum allowable.
MERCED COUNTY EMPLOYEE RETIREMENT ASSOCIATION
The retirement plan is a defined benefit plan administered pursuant to the County Employees Retirement Law of 1937 and other provisions of the California Government Code. MCERA members also pay into Social Security. The applicable benefit formula is dependent upon your hire date with an MCERA employer; your pension amount will be determined by your age, years of service and final compensation amount.
EMPLOYEE PROGRAMS
EMPLOYEE ASSISTANCE PROGRAM (EAP)
Anthem EAP services provide up to five face-to-face counseling sessions per incident and provides a toll-free "800" hotline available 24/7 for emergencies and crisis intervention. EAP services include counseling services, legal services, financial services and work-life resource services.
EMPLOYEE TICKETS, COUPONS, and DISCOUNTS
The County of Merced has partnered with Employee Savings Tickets to provide discounted coupons and tickets for all county employees to attractions throughout the state and out-of-state. The discounts and coupons are available for shopping, movies, sporting events, theme parks, zoos and aquariums and much more.
THIS BULLETIN IS NOT A CONTRACT AND DOES NOT CREATE CONTRACTUAL OR LEGAL RIGHTS ON BEHALF OF ANY EMPLOYEE. THIS BULLETIN IS SUBJECT OF BEING SUPPLEMENTED, MODIFIED, WITHDRAWN OR OTHERWISE CHANGED PENDING LABOR AGREEMENTS AND/OR AT THE DISCRETION OF THE COUNTY EXECUTIVE OFFICER OR AS THE BOARD OF SUPERVISORS DEEM NECESSARY.
For answers to specific questions regarding employee benefits, please call Human Resources at 209.385.7682. - Supervise IS Network Services Division in the design, implementation and maintenance of all Network Services Systems.
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ABOUT THE COMPANY
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Merced County
Show moreMerced County, located in the heart of California's Central Valley, offers a unique blend of vibrant agricultural heritage and modern development. Known as the "Gateway to Yosemite," Merced County is surrounded by breathtaking natural beauty, including nearby national parks, lush farmlands, and scenic rivers. The county's strategic location provides easy access to major urban centers like San Francisco, Sacramento, and Fresno, making it an ideal hub for both business and leisure. With a diverse economy anchored by agriculture, education, healthcare, and manufacturing, Merced County offers ample opportunities for career growth and professional development. The presence of the University of California, Merced, further enhances the county's reputation as a center for innovation and research, attracting top talent and fostering a dynamic workforce.
In addition to its economic strengths, Merced County boasts a high quality of life with a strong sense of community. Residents enjoy affordable housing, a lower cost of living compared to many other parts of California, and a family-friendly environment with excellent schools and recreational facilities. The county's rich cultural heritage is celebrated through numerous festivals, farmers' markets, and community events, creating a welcoming atmosphere for newcomers. With its combination of economic opportunity, educational excellence, and a supportive community, Merced County is not just a great place to work but also a wonderful place to live and thrive.
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