Supervisor, IT Support - INTERNAL ONLY

BCPS • Towson, MD

1d

About The Position

Supervises the technical support of computers, printers, software, networks, and related technology for schools and central offices throughout the county. Assigns, schedules, reviews, and coordinates the work of a team of IT Support Technicians. Provides advice, consultation, and assistance to schools and offices regarding technology matters. Performs other duties as assigned.

Requirements

• Possession of an associate’s degree.
• Five years of experience in technical support of personal computers, operating systems, and software.
• Possession of a valid class C Maryland driver's license or an equivalent is required.
• Knowledge of the principles and practices of providing technical support to a large, diverse computer network and its users.
• Knowledge of personal computers, printers, network hardware, software, and operating systems.
• Knowledge of Microsoft applications and operating systems.
• Knowledge of the principles and practices of local and wide-area network administration.
• Skill in communicating effectively.
• Skill in providing customer service and resolving customer service issues.
• Skill in collaborating with clients.
• Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
• Skill in providing training to staff and clients.
• Skill in establishing and maintaining effective working relationships.
• Skill in drafting documentation, reports, correspondence, and other written documents.
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment.
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components.
• Skill in organization and time management.
• Skill in providing technical assistance, guidance, and training.
• Skill in effectively prioritizing assignments and tasks.
• Ability to supervise and motivate a team of technicians.
• Ability to plan, coordinate, and review assignments.
• Ability to work with management to research and resolve technology issues.
• Ability to adapt to changes in the field.

Nice To Haves

• Supervisory experience in the field of technology is preferred.
• Other combination of applicable education, training, and experience which provide the knowledge, skills and abilities necessary to perform effectively in the position, may be considered.

Responsibilities

• Provides day-to-day operational and technical supervision to a team of IT Support Technicians.
• Supervises the scheduling, prioritization, and completion of service calls, work orders, and projects.
• Reviews and oversees work to ensure that service is provided in an efficient, timely, and quality manner and in compliance with established standards.
• Reviews and analyzes operational procedures and practices.
• Evaluates employee performance and participates in performance appraisals.
• Provides technical guidance, assistance, and training to staff.
• Travels to school and office sites to monitor and investigate projects.
• Provides problem diagnosis and resolution for difficult and complex hardware, software, and network-related issues.
• Makes computer software recommendations.
• Analyzes system-wide technology needs and requests.
• Collaborates with school administrators, faculty, staff, and others to resolve customer service and technology issues.
• Provides advice, guidance, and training to school and office-based administrators and staff regarding technology issues.
• Assists in the evaluation of web-based customer support systems and programs.
• Provides analysis and advice on technology purchases.
• Coordinates with vendors in the acquisition and installation of computer products.
• Installs, configures, and maintains operating systems, networking, device drivers, security patches, database connectors, web services, and printing services.
• Continuously maintains and updates knowledge and skills by staying informed about emerging technologies, industry trends, and process improvements.
• Utilizes applications to deploy standardized computer images to desktop computers and servers remotely.

Benefits

• BCPS offers a comprehensive benefits program for eligible employees including options for medical plans, dental plans, vision, life insurance, flexible spending accounts, disability coverage, and 403(b)/457 plans.
• Other benefits include paid vacation, paid holiday’s, sick, personal business, and bereavement days, and flexible leave options such as FMLA, sick bank, and board approved leaves.
• All new hires will attend a benefits meeting upon hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree