• Have a valid driver's license.

Summary

Responsibilities

• Provide contact and problem solving resolution for all users with hardware, software and applications problems.
• Researches problems and uses troubleshooting skills for resolution.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Evaluating Information to Determine Compliance with Standards:

• Reviews request from customer to verify accuracy and standards compliance.
• Maintains, assigns and enforces security policies for all computers and installing or updating software.
• Evaluates hardware/software technologies and recommends changes to standards.

Interacting with Computers making Decisions and Solving Problems:

• Perform installations, configurations, and ongoing usability of network devices, desktop computers, peripheral equipment and software within established standards and guidelines.
• Designs, tests, and deploys workstation images to physical and virtual workstations.
• Activate/Deactivates network connections.
• Tests security and operating systems patches including drivers and firmware for compatibility.
• Implements and maintains workstation antivirus malware protection and encryption on deployed workstations.
• Provide troubleshooting of network connectivity issues.
• Creates purchase request on behalf of agencies for hardware and software.
• Creates and maintains base and custom image for computing devices.
• Creates and maintains group policy objects for computers, file directory services and users.
• Provisions/De-provisions user or system access entitlements or data relative to electronically published services.
• Manage computing devices within directory services.
• Creates and maintains login scripts and shared file rights for manager and user access rights.

Monitor Processes, Materials, or Surroundings:

• Monitors and responds quickly and effectively to requests received through the Information Technology helpdesk.
• Reviews diagnostic programs to resolve or identify resolutions.
• Reviews reports on the status of remote deployment of software distribution to agency selected target systems.
• Monitors file server space utilization.
• Monitors file server performance and utilization reports.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

Analyzing Data or Information:

• Solve hardware, software and wireless problems at remote locations.
• Utilize remote access tools to assist with resolving problems.

Updating and Using Relevant Knowledge:

• Maintains in-depth knowledge of all desktop systems and technologies in use and acts as the final escalation point for workstation problems.
• Research questions using available information resources.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Meets with Information Technology staff, attends webinars, and reads industry related publications to remain abreast of advance technology.
• Maintain knowledge of Encryption software.

Repairing and Maintaining Electronic Equipment:

• Perform complex maintenance of computer equipment and peripherals.
• Perform break-fix of computer equipment and peripherals of a complex nature.

Interpreting the Meaning of Information for Others:

• Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

Guiding, Directing, and Motivating Subordinates:

• Manage staff including consultation on performance evaluations and disciplinary responsibilities.

Establishing and Maintaining Interpersonal Relationships:

• Provide leadership by projecting a positive attitude, and providing learning incentives.
• Assures users are provided efficient and timely first and second level support on a 7x24 basis.
• Interface with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Assist in the development and implementation of quality improvement programs for agencies.

Getting Information:

• Acquire data by receiving requests from agencies on the purchase of hardware or software.
• Receive data from the problem management database.
• Requests allocation of disk space for file servers.

Scheduling Work and Activities:

• Contacts customer to schedule site visits to resolve and/or troubleshoot computer related problems.
• Perform staff scheduling to ensure workstation support coverage during normal business hours and on-call support as required.

Documenting/Recording Information:

• Provide accurate and timely logging of problems and resolution for problems in the database.
• Updates and maintains inventory for devices such as software licensing and key records.
• Updates and maintains records for surplus, purchases, warranty, and reflection of current inventory locations, such as initial delivery, pickup, redistribution, and reassignment.
• Maintains hardware/software infrastructure required to image devices.
• Maintain Information Technology department documentation.
• Obtain customer sign off to ensure customer resolution.
• Invoke problem escalation procedures to coordinate recovery of data.
• Ensure that daily, weekly and monthly statistics, status reports and graphical reporting aids are completed and continually modified to meet the needs of the department and agencies.
• Creates and maintains procedures and documentation related to the installation of network, file services, workstations and peripherals.
• Creates purchase requests on behalf of agencies of hardware and software.

Communicating with Supervisors, Peers, or Subordinates:

• Assist users with resolutions of technical problems.
• Identifies and escalates problems as appropriate following procedures.
• Convey concise problem information for service personnel.
• Recommends changes or improvements to enhance customer service and/or reduce time of problem resolution.
• Communicate pertinent information to create a work environment that leads itself to the best interests of departmental personnel and customer service.
• Recommends change or improvements to Service Level Agreements to upper management to ensure the highest level of customer satisfaction is met.

Communicating with Persons outside Organization:

• Maintain communications with customers during the problem resolution process.
• Respond to agency queries in person, by phone or email.
• Coordinate with agencies the delivery and pickup of desktop computers and/or peripherals equipment.
• Prepares and advertises software packages for delivery to computers via software distribution systems for agencies.
• Assist in the planning, scheduling, and logistics for hardware/software and peripheral replacement/refresh.
• Coordinates and plans with agencies computer hardware and peripheral replacement/refresh.

Training and Teaching Others:

• Provides basic training and orients staff on the use of IT software.
• Coordinates training requirements of workstation support personnel.

Handling and Moving Objects:

• Performs deliveries or picks up hardware and peripheral equipment.

Competencies

• Functional/Technical Competency
• Problem Solving
• Technical Learning
• Time Management
• Written Communications
• Customer Focus
• Learning on the Fly
• Approachability
• Peer Relationship
• Self-Development

Knowledge:

• Knowledge of Problem Management System
• Knowledge of Desktop Systems and Technology
• Knowledge of Mobile and Wireless Devices
• Knowledge of Desktop Operating Systems
• Knowledge of Directory Service
• Knowledge of Office Automation System
• Knowledge of Operation and Maintenance of Enterprise Shared File Services
• Knowledge of Remote Software Distribution Utilities
• Knowledge of Computer Encryption Programs
• Knowledge of Desktop Imaging Tools
• Knowledge of Development of Enterprise Base Imaging
• Knowledge of LAN/WAN Hardware and Topology
• Knowledge of Service Level Management
• Knowledge of Quality Improvement Processes
• Knowledge of End Point and Antivirus Protection
• Knowledge of Systems and Configuration Management Software
• Knowledge of Mobile and Wireless Management Software
• Knowledge of Unified Communication Software
• Knowledge of Dual Factor Authentication Software
• Knowledge of Identify Management Software
• Knowledge of Email Archival Software
• Knowledge of Email Antivirus and Spam Software

Skills:

• Judgment and Decision-Making Skills
• Analytical and Troubleshooting Skills
• Good Problem-Solving Skills
• Hardware Components Replacement Skills
• Communicate with Outside Vendors on Equipment Related Problems Skills
• Effective Managing and Monitoring Skills for Performance of Employees with Various Levels of Technical Skills
• Effective use of office automation software skills to communicate information to customers, coworkers and outside vendors
• Team Oriented Skills
• Time Management Skills
• Customer Service Oriented Skills

Abilities:

• Oral Expression
• Category Flexibility
• Deductive Reasoning
• Inductive Reasoning
• Oral Comprehension
• Speed of Closure
• Written Comprehension
• Written Expression
• Extent Flexibility
• Static Strength
• Gross Body Coordination
• Sound Localization
• Flexibility of Closure
• Memorization
• Selective Attention

Tools & Equipment

• Personal Computer
• Telephone
• Fax Machine
• Printer
• Copy Machine
• Server
• Camera
• Bar Code Scanner
• Mobile Devices
• Motor Vehicle
• Projector/Audio Video Equipment

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.