IT HELPDESK MANAGER

About the role

This position coordinates the provision of effective computer user support, maintains and repairs computer hardware and peripheral equipment, and performs related technical work as required.

Responsibilities

• Coordinates daily Help Desk activities, ensuring the provision of timely, effective computer user support and assistance;
• Reviews and maintains Help Desk database;
• Assists in supervising Help Desk Analysts;
• Troubleshoots, maintains and repairs computer hardware and peripheral equipment;
• Affords training, advice and assistance as needed;
• Maintains accurate and complete work records;
• Performs general clerical work as required, including but not limited to preparing reports and records, entering and retrieving computer data, copying and filing documents, answering the telephone, etc.
• Attends training as required to maintain job knowledge and skills;
• Performs other related duties as assigned.

Requirements

• Associate’s degree in computer science, information technology or closely related field;
• Six (6) years of relevant prior experience in a technical or help desk support/service environment;
• Two (2) years of relevant prior management experience preferred;
• Prior experience in local government or law enforcement technologies preferred;
• CompTIA A+, CompTIA Net+, additional IT-related (MCITP, Security+, etc.) certifications;
• Valid South Carolina Class “D” Driver’s License.

Qualifications

• Do you have an Associate's degree in Computer Science, Information Technology or closely related field?
• Do you have six (6) years of relevant prior experience in a technical or held desk support/service environment?
• Do you have certifications in CompTIA A+, CompTIA Net+, MCITP, and Security+?
• Do you have a valid Driver’s License?

Skills

• Knowledge of addition, subtraction, multiplication, division, and/or calculating ratios, rates and percentages;
• Knowledge of the English language;
• Knowledge of Windows Operating System and Microsoft Office preferred;
• Knowledge of SQL and Crystal Reports;
• Ability to coordinate or determine time, place or sequence of operations or activities based on analysis of data or information and may implement and report on operations and activities;
• Ability to provide information, guidance or assistance to people to directly facilitate task accomplishment, may give directions or assignments to helpers or assistants;
• Ability to operate or repair complex machinery or equipment that requires extended training and experience, such as computer hardware, software and network systems, involving installation and testing at an elementary level or limited scope;
• Ability to perform coordinating work involving guidelines and rules, with constant problem-solving;
• Ability to read technical instructions, procedures, manuals and charts to solve practical problems, compose routine reports and specialized reports, forms and business letters with proper format;
• Ability to perform specialized technical or entry-level professional work requiring general understanding of operating policies and procedures and their application to problems not previously encountered, application of specialized technical or professional principles and practices or the use of a wide range of administrative methods in the solution of problems;
• Ability to take action of others, requiring almost constant decisions affecting co-workers, customers or others in the general public;
• Works in a moderately fluid environment with guidelines and rules, but frequent variations from the routine.

Benefits

The City of Columbia is proud to offer a complete benefits package to full-time employees. This package includes health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave. Part-time or temporary employees, including interns, are not eligible for City benefits.

To learn more details, visit our benefits page at https://hr.columbiasc.gov/benefits/.