Deskside Support Technician

About the Role

Manages a team of associates responsible for one or more areas, including project definitions, systems analysis, and development. Oversees priorities and schedules for information technology applications, and develops and maintains systems standards and methodology. Responsible for hiring, salary and performance reviews, discipline, promoting, and training of direct reports.

Responsibilities

• Provides technical assistance and direction to direct reports for proper testing techniques, design, analysis, and coding principles.
• Balances the need to develop others with the need to meet other responsibilities.
• Helps others resolve conflicting priorities and increases system and organizational knowledge of direct reports.
• Establishes clear direction and defines priorities for the team.
• Acts with integrity and respect, and is accountable for personal and organizational excellence.
• Manages indirect reports, such as team leaders who also have direct reports.
• Establishes performance goals and provides coaching, career development, and evaluations for direct reports.
• Creates, manages, and is accountable for budgets and monitoring of expenditures.
• Leads large project planning, design, and supervision of project execution.
• Effectively schedules and prioritizes projects, including resource planning for future initiatives.
• Aids in defining user requirements to convert business needs into systems solutions.
• Manages cross-functional teams during project execution and provides estimates for project scope, timeline, and deliverables.
• Leads with foresight, identifies priorities, and commits resources accordingly.
• Embraces and champions change, and partners effectively with customers to achieve business direction.
• Develops innovative business practices focused on market and customer needs.
• Translates company vision into specific actions for others.
• Manages relations with one or more departments.
• Investigates and develops alternative methods to accomplish goals when proven methods are ineffective.
• Keeps up-to-date on market trends and technological developments.
• Provides 24/7 on-call support during rotation (Level 2).
• Builds infrastructure to support strategic plans and provides leadership during critical production issues.
• Applies key learnings to new situations and ensures resolution of problems.
• Expresses ideas and suggestions clearly and concisely, both orally and in writing.
• Solicits and accepts constructive feedback, and presents feedback tactfully.
• Maintains composure when addressing adversarial or hostile audiences.
• Researches and collects data for effective decision-making.
• Makes recommendations with supporting documentation and material.
• Identifies new ways to use technology to improve work processes.
• Supports team decisions and encourages exploration of best practices.
• Shares resources across teams to benefit company goals.
• Develops proactive working relationships across departmental boundaries.
• Prevents personal conflicts from interfering with objectivity.
• Accepts responsibility for decisions and actions, and communicates important information confidentially.
• Effectively plans and communicates resource needs to ensure goals are met.
• Invests in teaching others tasks and breaks down complex tasks into simpler steps.
• Balances the need to develop others with meeting other responsibilities.
• Gives direct reports additional responsibility as they demonstrate competence.
• Teaches problem-solving by asking questions and leading others to conclusions.
• Articulates roles and expectations clearly and follows up on major milestones.
• Adjusts management style based on skills and needs of associates.
• Provides both positive and constructive feedback.
• Takes ownership of finding and implementing solutions to problems.
• Balances quantity and quality of work.
• Demonstrates personal interest in direct reports' career success.
• Uses mistakes and challenges as learning opportunities for the team.
• Clarifies and reinforces procedures in response to patterns of errors.
• Defines and communicates expectations for success at different job levels.
• Requires associates to meet job expectations before providing growth opportunities or rewards.
• Addresses behavior that undermines teamwork and gives feedback to minimize defensiveness.
• Develops action plans to remedy performance deficiencies.
• Shares responsibility for direct reports' mistakes.
• Establishes an environment that promotes work-life balance.
• Empowers others with the authority necessary to accomplish objectives.
• Gathers sufficient information for informed hiring and promotion decisions.
• Maintains high hiring standards despite pressure to fill positions.
• Considers both hard and soft skills when making hiring decisions.
• Ensures customers work with capable subordinates rather than unnecessarily escalating decisions.
• Focuses on improving the quality of customer service and tracks service/product quality using measures.
• Encourages associates to devise new ways to improve processes.
• Helps others understand the importance of changes, initiatives, or programs.
• Allocates resources consistent with business strategies and priorities.
• Assesses resource availability before planning work for others.
• Delegates an appropriate amount of work to direct reports.

Requirements

• Bachelor’s degree in Computer Science or Business Information Systems desired, or equivalent work experience.
• Minimum 10 years of experience in programming and systems design, with at least 2 years involving direct supervision of associates.
• Demonstrated skills in design, analysis, project management, and supervision.
• Ability to organize and analyze user requirements at a professional level.
• Strong oral and written communication skills.
• Accepts individual and team responsibilities and meets commitments.
• Creative in delivering value to systems solutions and customer/user requests.
• Anticipates and accepts change by capitalizing on opportunities.
• Leadership abilities.
• Basic knowledge of Microsoft Office, Visio, and Project desired.

Physical and Mental Demands

• Regularly required to sit, talk, hear, use hands to operate office equipment, and reach with hands and arms.
• Frequently required to walk, stand, and move about to accomplish tasks, including traveling between work sites.
• Ability to ascend and descend stairs.
• Specific vision abilities include close vision and the ability to adjust focus.
• Regularly required to use written and oral communication skills, read and interpret data, analyze and solve problems, and learn new skills.
• Performs highly detailed work on multiple, concurrent tasks.
• Interacts with colleagues, clients, and vendors.
• Maintains composure in a fast-paced, high-quality environment with personal and team accountability.
• Solves complex problems and implements solutions with major departmental impact.
• Analyzes problems quickly and develops business solutions.
• Daily sitting, focusing on, and operating a personal computer or terminal keyboard for over 120 minutes at a time.
• Daily telephone communication for more than 120 minutes.
• Daily writing using pen/pencil or personal computer keyboard for up to 120 minutes.
• Communicates and is understood by others.
• Reads printed words and numbers on printed materials and computer/terminal monitors.
• Distinguishes objects or symbols at 20 feet or more and 20 inches or less.
• Ability to travel by air.

Equipment Used

• Calculator
• Personal computer or terminal
• Computer printer
• FAX
• Photocopier
• Telephone
• Overhead projector

Work Environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Performed within a standard office environment.