JA Computer Technician Supervisor - Court Information Technology Services (CITeS) Division (County Funded) Job at Eleventh Judicial Circuit of Florida
Eleventh Judicial Circuit of Florida Miami, FL 33128
$57,533 a year
Division: CITES
Salary: $57,533.08 ANNUAL + Benefits
Position Type: FULLTIME
Funding: County Funded
Hours: 40 hours per week
Occupation Code: JA Computer Technician Supervisor
Working Title: JA Computer Technician Supervisor
The salary is non-negotiable. The successful candidate will be hired at the minimum salary. This is an internal recruitment that is open to Court Information Technology Services (CITeS) employees only.
- Job Description
Description
The Computer Technician Supervisor within the CITeS department is responsible for the day-to-day oversight of the Service Desk and Field Desktop Support Unit. This position supervises a team of technicians that are responsible for maintaining, troubleshooting, analyzing, and correcting hardware and software problems; providing video teleconferencing support; and ensuring that end-users receive professional technology support. This position's duties include the supervision of the timely resolution of incidents and requests. The Computer Technician Supervisor assigns technology incidents and requests to technicians through the Service Desk Plus (SD+) platform. The supervisor assigns work to the technicians and monitors and tracks the quality of work via checklists. This position also manages the attendance of hourly direct reports, approves leave requests and timesheets, participates in recruitment and selection, evaluates work, and prepares periodic employee performance evaluations, and initiates counseling and corrective action when necessary.
This position participates in team onsite or via Zoom meetings related to projects, judicial rotation, issues, and requests. In addition, this position is responsible for the asset inventory within SD+ and the yearly recertification of loaned electronic devices such as tablets, laptops, and iPads. This position assists with obtaining equipment specifications, prices, and vendor quotes as well as provides information in a report format as needed. The position also provides guides on specific services such as eWarrant for the Circuit Criminal Division and Sign and Sends for the Domestic Violence Division. This position is also responsible for providing monthly reports to multiple departments within the Court system.
This position is eligible for a hybrid remote work/onsite schedule as outlined by existing Circuit policies and procedures.
Responsibilities
- Manages the laptop fleet inventory, electronic loaner agreement process, and recertification of loaned equipment.
- Verifies closure of service ticket tasks.
- Assists with assigning SD+ Tickets to Technicians 2 staff and other CITeS groups.
- Supervises the workflow of Support and Helpdesk technicians.
- Communicates with Outside departments to resolve IT court issues, such as Information Technology Department (ITD), Clerk of Courts (COC), Miami-Dade Police Department (MDPD), etc.
- Addresses Service Level Agreement (SLA) violations.
- Responds to Judges’ inquiries on service, incidents, or requests.
- Responsible to schedule the work/tasks for IT projects.
- Manages Computer Technician 1 and Computer Technician 2 attendance calendar.
- Assists with backup to Central Registration System (CRS) administration tasks.
- Updates, modifies and assigns equipment inventory in SDP+.
- Reviews and approves Computer Technician 1 and Computer Technician 2 staff timesheet entries through INFORMS.
- Provides third-level support to tech staff.
- Creates and modifies incidents, service requests and other task templates as needed.
- Schedules and coordinates staff and judicial moves.
- Assists with the computer equipment inventory for the Eleventh Judicial Circuit.
- Initiates quote requests from vendors when equipment needs replenishing.
- Performs related work as required.
Qualifications
- Bachelor’s degree in computer science, information technology or a closely related field. Additional relevant experience may substitute for the recommended educational level on a year-for-year basis.
- Four (4) years of experience in management of a Help Desk with professional, technical and clerical staff, including one year of supervisory experience required. Additional relevant education may substitute for the recommended experience on a year for-year basis, excluding supervisory experience.
Knowledge, Skills and Abilities (KSAs):
- Ability to clearly communicate technical solutions in a user-friendly, professional manner; and provide one-on-one end-user training as needed.
- Ability to assist Network Technicians and other senior technical staff on troubleshooting network printer problems.
- Ability to supervise the projects your team of technicians is assigned to.
- Ability to review the work of your team of technicians.
- Ability to provide your team of technicians with mentorship, guidance, and training as needed.
- Ability to lead and motivate your team to perform well.
- Ability to manage attendance calendar for your staff.
- Ability to provide yearly performance evaluations of your team of technicians.
- Ability to create a disciplinary plan of action for your staff if needed.
- Ability to supervise quality and quantity control of all service tickets.
- Knowledge of email management, Internet web browsing troubleshooting, and administration management of the Microsoft Productivity Suite.
- Knowledge in deployment/management/troubleshooting/repairing desktop-based hardware/software and a thorough understanding of networking concepts.
- Knowledge in conducting hardware and software inventory database maintenance and reporting.
- Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse environment.
- Knowledge of email and calendaring functions.
- Knowledge of various types of personal computers, networks, computer terminals, printers, and associated hardware.
- Knowledge of standard applications software including Windows, DOS, word processing, graphics, spreadsheets, database, online services, Microsoft Teams, and Zoom.
- Extensive knowledge of working with a ticketing system at an administrative level.
- Ability to distinguish between equipment problems and employee training needs.
- Ability to support by phone and in-person hardware and software.
- Able to follow instructions, work under supervision, and multi-task.
- Ability to communicate both orally and in writing.
- Ability to establish and maintain good working relationships with customers and technical personnel from other county departments.
- Ability to operate personal computers, terminals, and related equipment.
- Able to communicate in non-technical language.
- Ability to analyze, evaluate and resolve technology issues concerning the court environment and recommend proper action.
- Ability to effectively prioritize and execute tasks in a high-paced environment.
Physical Demands
Work involves a significant amount of standing, walking, sitting, talking, listening, balancing, stooping, and reaching with hands and arms; must be able to transfer up to 10 pounds.Working Conditions
Moderate noise; business office setting.Please Note :
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