BUSINESS TECH SUPPORT-LEAD

Other Requirements:

Job Overview:

Work Activities:

1. Leads a team utilizing various methods to perform research and implement industry standards for “best practices” to enhance current skillsets and successfully perform the duties and responsibilities of this role.
2. Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continually build knowledge and skills and shares expertise with others.

Interacting With Computers:

1. Leads a team to implement software and hardware configurations for new and existing agency applications.
2. Leads in the deployment of agency-specific images for devices and non-standard (specialized) printers.
3. Ensures video conferencing and audiovisual devices are working properly to accommodate customer needs.
4. Creates and edits media production.

Interpreting the Meaning of Information for Others:

1. Translates and communicates technical terms into non-technical language for customers.

Training and Teaching Others:

1. Conducts customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
2. Instructs technical team members on the proper training on agency-specific applications.
3. Works with management to identify and provide the development, delivery, and/or coordination of training courses and materials that address specific agency needs.

Provide Consultation and Advice to Others:

1. Evaluates business processes to provide technical solutions to improve daily operations.
2. Shares and implements new technology and ideas with team customers to provide better solutions for business process improvement.

Performing Administrative Activities:

1. Creates, performs, and tests local backup procedures for agency data on an annual basis to ensure data integrity.
2. Develops standards for granting access to agency applications for systems and security levels. May serve as a liaison to the OIR security team.
3. Identifies and analyzes equipment for hardware replacement project.
4. Utilizes a problem resolution system to track requests in order to perform trend analysis and performance metrics for reporting purposes.

Thinking Creatively:

1. Shares and implements new technology and ideas with team and customers to provide better solutions for business process improvement.

Developing Objectives and Strategies:

1. Utilizes knowledge gained in the business area to implement technical solutions in support of the agency’s strategic goals.

Judging the Qualities of Things, Services, or People:

1. Provides multiple options indicating the best possible technical solution to accommodate agency-specific business needs.
2. Provides performance feedback to management identifying strengths, weaknesses, improvement recommendations, training, and goal-setting.

Organizing, Planning, and Prioritizing Work:

1. Coordinates and works with multiple teams to prioritize, plan, establish goals, and implement projects to meet agency-specific needs.

Resolving Conflicts and Negotiating with Others:

1. Mediates or resolves a wide variety of issues, such as complaints, employee disputes, or negotiations that impact the business.

Getting Information:

1. Communicates with customers by telephone, e-mail, or in person in order to provide assistance with Information Technology products and services to support the customer in completing job duties.
2. Analyzes documents, monitors systems, and takes action to resolve issues.
3. Leads team to ensure analytical and technical experience in IT applications support and gain business knowledge in one or more areas of the organization.
4. Evaluates completed work requests to ensure customer satisfaction, proper resolution, and gathering metrics to determine issue trends for quality improvement.

Making Decisions and Solving Problems:

1. Responds to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
2. Identifies and implements appropriate technical solutions to resolve agency-specific business needs.
3. Collaborates with team members within the agency, other departments, and outside resources regarding mobile devices.
4. Provides customer support or leads a team to provide technical resolutions via hands-on, e-mail, remote access tools, and other electronic medium.
5. Tracks and maintains communication with the customer from the beginning to the end of any established issue or concern.
6. Provides comprehensive technical support services across all technologies for the agency.

Repairing and Maintaining Electronic Equipment:

1. Leads subordinates on repair and maintenance of specialized equipment.
2. Coordinates and resolves all telecommunications requests.
3. Evaluates multiple hardware instances for the need to enhance/upgrade components for non-standard equipment and software, including memory, hard drive, etc.

Documenting/Recording Information:

1. Organizes and manages a knowledge base of issue resolutions to be used by the IT team.
2. Creates resource, reference and instruction materials for technical and customer training.
3. Defines, creates, and obtains approval to implement IT policies and procedures.

Communicating with Persons Outside Organization:

1. Communicates effectively with other departments and external entities while representing the state in a professional manner.

Evaluating Information to Determine Compliance with Standards:

1. Identifies any violations to the state’s acceptable-use policy and recommends appropriate actions to supervisor.

Communicating with Supervisors, Peers, or Subordinates:

1. Maintains good working relationship with managers, peers, and the customer served.
2. Communicates effectively by keeping supervisor informed of issues affecting performance.
3. Communicates on a regular basis with coworkers/team to share knowledge.
4. Communicates effectively in written form, by e-mail, by phone or in person.

Estimating the Quantifiable Characteristics of Products, Events, or Information:

1. Estimates time, costs, and employee resources for assigned projects.

Performing General Physical Activities:

1. Lifts, standing, sits, walks and talks for substantial periods of time.

Competencies (KSA’s):

1. Problem Solving
2. Approachability
3. Business Acumen
4. Dealing with Ambiguity
5. Functional/Technical Competencies
6. Learning on the Fly
7. Technical Learning
8. Customer Focus
9. Time Management
10. Written Communications

Knowledge:

1. Knowledge of business and management principles
2. Advanced office automation
3. Proficient knowledge and usage of “Principles of Customer Relationship management”
4. Application Design (knowledge/understanding, structure, process flow, etc.)
5. Knowledge of developing Instructional design methodologies
6. Expert knowledge of Adult Learning Principles
7. Expert knowledge of methods for curriculum and training
8. Expert knowledge of Common e-learning development software
9. Expert knowledge of Learning Management Systems and Standards
10. Knowledge of business applications security architecture
11. Expert knowledge of business application processes
12. Knowledge of remote assistance software
13. Knowledge of hardware components integration
14. Knowledge of hardware and software installation
15. Advanced knowledge of creating software images
16. Knowledge of networking principles
17. Knowledge of relational databases
18. Knowledge of application reporting tools
19. Knowledge of client-based application installation
20. Knowledge of client-based application connectivity and configuration
21. Knowledge of web-based application connectivity and configuration
22. Knowledge of web-based application installation
23. Expert knowledge of operating systems
24. Knowledge of PC operating systems compatibility with business applications
25. Knowledge of project management planning and execution
26. Knowledge of audio/visual equipment setup and troubleshooting
27. Knowledge of web cameras setup and troubleshooting
28. Knowledge of web conferencing packages
29. Knowledge of Mathematics
30. Knowledge of Statistics
31. Knowledge of Telecommunications and devices
32. Knowledge of Quality Improvement

Skills:

1. Presentation Skills
2. Training skills
3. Communication Skills
4. Advanced analytic and diagnostic hardware skills
5. Advanced analytic and diagnostic client-based software skills
6. Advanced analytic and diagnostic web-based software
7. Escalate or resolve issues
8. Analytical thinking skills
9. Aptitude to perform application administration and support
10. Proficient with editing multimedia content
11. Active Listening
12. Critical Thinking
13. Reading Comprehension
14. Public Speaking
15. Good writing skills
16. Social skills (negotiation, persuasion, mediation, social perceptiveness)
17. Determine tools and equipment needed to do a job
18. Basic understanding of Programming
19. Judgment and decision making skills
20. Resource Management Skills
21. Time Management skills

Abilities:

1. Ability to train others
2. Ability to travel
3. Ability to deal with frequent changes
4. Installing and configuring software
5. Installing and configuring hardware
6. Ability to lift up to 50 lbs.
7. Ability to comprehend, retain, and apply newly introduced skills
8. Reasoning (deductive and inductive)
9. Ability to perform Trend Analysis
10. Fluency of ideas
11. Thinking skills (logical and creative)
12. Problem sensitivity
13. Ability to focus
14. Ability to shift back and forth between two or more activities
15. Dynamic flexibility (bend, stretch, twist, etc.)
16. Fulfill physical demands related to specified tasks for substantial periods of time

Tools and Equipment Used:

1. Personal Computer
2. Telephone
3. Fax Machine
4. Printer