JOB
Merced County Department of Administrative Services – Information Systems is currently accepting applications for the position of Supervising Network Systems Support Analyst within the Network, Communications, and Enterprise Systems Division. This is a critical supervisorial position within Information Systems, and plays an integral role in the agency’s communicating, planning, initiating, collaborating, maintaining, and evaluating activities related to the County’s network infrastructure, telecommunications systems, enterprise server environments, and cybersecurity infrastructure. This position requires dynamic professional leadership as well as strong technical experience in designing, deploying, and maintaining these infrastructures. Demonstrated experience in coaching team members to strengthen their abilities and skill sets is desirable.
Duties may include, but are not limited to the following:
Network Services:
Supervise IS Network Services Division in the design, implementation and maintenance of all Network Services Systems.
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Design and manage the implementation and maintenance of network and telephony systems. This includes but is not limited to: definition and documentation of requirements; development of methods and procedures; project coordination; development of plans and schedules; resource management, deployment and maintenance.
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Maintenance and testing of policies and procedures to ensure that all data center systems have the latest anti-virus software data files and are updated regularly.
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Determine the impact of software applications on network/system resources and make recommendations; implement and document any changes.
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Supervise the planning, coordination and documentation of routine telephone maintenance.
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Provide system and network resource monitoring and reporting.
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Develop and enhance the skills and experience of Network Services personnel with specific security responsibilities to ensure that systems remain secure, available and functional at all times.
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Maintain network and server availability to meet customer needs.
Service Desk:
Service Desk Case Management System. Develops, oversees, implements and maintains the IT Service Desk Case Management Systems.
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Service Desk Monitoring and Incident Activities. Works closely with other IS project teams and work groups to ensure smooth escalations and effective end-to-end customer assistance. Regularly reviews services call and problem resolution logs/reports. Verifies unresolved customer issues on a daily basis and monitors problem resolution efforts until completion. Supervises support requests of internal customers and analyzes customer request patterns.
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Service Desk Best Practices. Develops implements and maintains Service Desk methodologies and best practices. Oversees and ensures compliance with department standards for problem logging, issue tracking, auditing, and levels of service.
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Metrics and Reporting. Reviews and monitors appropriate metrics and reports to ensure that team members and IS in general are performing within agreed upon service levels.
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Problem management. As assigned, serves as a central coordination point for root cause analysis and remediation within IS operations.
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Customer relations. Establishes and maintains effective internal and external working relationships to ensure IS service and support needs of customers are addressed.
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Customer Satisfaction. Develops, implements, and reviews quarterly surveys of employees/users to gauge customer satisfaction. Reports on survey results to CIO, IS managers and staff, and internal and external stakeholders and makes recommendations to improve IS operations where needed.
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Availability. Accepts responsibility for overall delivery of IS service desk operations and services.
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Knowledge Management. Develops, implements, maintains and promotes the IS Knowledge Base for internal and external customers.
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Office Automation. Supervises development, implementation and maintenance of County equipment standards to include deployment of PCs, printers, and related equipment and peripherals.
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Technology Training. Assists the Training Specialist in developing long and short range IS training goals/objectives. Supervises the development, implementation and maintenance or training courses for County departments in computer application software. Supervises the development, implementation and maintenance of training schedules and documentation. reviews and updates training curricula as needed for changing technology needs. Develops new methods and procedures as required to ensure the effectiveness and smooth functioning of all training curricula.
EXAMPLE OF DUTIES
Experience:
Five (5) years of increasingly responsible experience as a network systems support analyst including two (2) years comparable to a Network Systems Support Analyst III.
Education:
Equivalent to graduation from a four (4) year college with major work in information systems, computer science or related field. Experience and/or education in computer science, information systems or systems and/or network administration may substitute for the college education on a year-for-year basis.
