What are the responsibilities and job description for the I.T. Service and Operations Administrator position at Town of Greenwich, CT?
General Statement of Duties
Oversees the operations of the I.T. helpdesk, the customer service counter, and the department’s business office, ensuring 24 x 7 x 365 coverage for Town technology needs.
Qualifications
EDUCATION AND EXPERIENCE:
Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, Business Administration or a related field; plus, four (4) years of supervisory experience in an I.T. customer service environment.
QUALIFICATIONS:
Demonstrated knowledge and proficiency of Windows Desktop, anti-virus solutions, Microsoft Office365, Microsoft Azure, Active Directory and appropriate computer hardware such as Dell workstations/laptops iPads, and iPhones.
Demonstrated ability to communicate effectively, both orally and in writing, including the delivery of effective presentations to various audiences.
Demonstrated ability to organize, coordinate and/or supervise workflow to achieve required timeframes or deadlines.
Proven supervisory skills.
Demonstrated ability to work independently and manage multiple projects and tasks simultaneously.
Demonstrated ability to establish and maintain effective professional working relationships with associates, end users, vendors, supervisors and Town officials.
Demonstrated knowledge of customer service best practices.
Examination: 100% Training & Experience Assessment
The examination to determine a candidate's eligibility for the position will be a Training and Experience Assessment. This type of examination requires that you completely fill out the application, adding pages for additional relevant information where needed, and attaching any documentation of certificates, degrees, other significant documents, etc. A candidate's eligibility to be interviewed will be based solely on material submitted at the time of application. Once the Eligibility List is prepared no further information may be submitted and no adjustments will be made.
Job Description
Department: Information Technology
Bargaining Status: LIUNA
Salary Range: D
FLSA Status: Exempt
Reports to: Deputy Chief Information Officer (DIO)
DUTIES AND RESPONSIBILITIES:
Supervises administrative staff.
Maintains schedules for coverage of help desk, front office, and public counter, ensuring the quality and timely availability of all aspects of customer support.
Establishes and maintains processes for a tiered response for service requests utilizing helpdesk staff and vendor resources.
Works with the DIO to schedule, prioritize and re-assign project responsibilities and tasks to I.T. staff to achieve the greatest efficiency and consistent coverage.
Reviews call logs and identifies opportunities for improvement, and user training opportunities.
Ensures that the I.T. training room is properly equipped, fully accessible, and optimally utilized.
Creates and maintains processes for onboarding and offboarding Town employees.
Prepares computer leasing schedules and ensures that workstations are swapped out on a timely schedule.
Maintains an inventory of computer hardware and software; ensures licensing compliance.
Establishes and maintains processes for communication between service staff and vendors.
Oversees payments of invoices and monitors departmental expenditures for budgetary compliance.
Provides input for the fiscal year budget preparation and forecasting.
Coordinates vendor contracts, software licensing, and leasing schedules in accordance with Town purchasing guidelines.
Responds to Freedom of Information Act requests and e-discovery email searches.
Supports Town policies and philosophies.
Performs other related duties as assigned.
Supplemental Information
All positions may be subject to an interview process. The Town reserves the right to limit the number of qualified candidates who will be invited to participate in the examination, or any part thereof.
All outside candidates will be required to undertake and successfully pass a pre-employment medical examination, which includes a substance abuse test that includes testing for THC (the psychoactive ingredient in marijuana), given at the Town's expense prior to employment if conditionally offered a part time, full time or safety sensitive position.
The Town of Greenwich has implemented a policy of background investigations for all full and part time positions prior to hiring as part of the reference checking procedures for outside candidates. The investigation will only be conducted as the last step prior to an offer. Refusal to sign the release form will terminate the candidate's further consideration.
