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JOB DESCRIPTION TECHNICAL SUPPORT ANALYST – DESKTOP SERVICES

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					                                        JOB DESCRIPTION

           TECHNICAL SUPPORT ANALYST – DESKTOP SERVICES SUPERVISOR


INCUMBENT:                              DIVISION:      Administrative Services
GROUP:          SSA                     DEPARTMENT:    Information Technology Services
CLASSIFICATION: Level 10                DATE REVIEWED: January, 2007


SUMMARY STATEMENT:

The Technical Support Analyst – Desktop Services Supervisor (DSS) is responsible for coordinating the
technical functions required to support Red Deer College’s computer users. The incumbent is responsible
for providing desktop support services to all departments of RDC related to the operation of computer
hardware, software and telecommunications. In consultation with the Chief Information Officer,
Technical Support Analysts, faculty and staff, the incumbent contributes to the efficient allocation of
computer hardware and software resources, develops and maintains business applications, and ensures the
reliability and sustainability of information and communication resources.

Using effective communication, technical, and analytical skills the DSS manages projects, provides
technical support including maintenance and upgrading of resources, assigns staff to resolve operational
issues, and, within delegated authority, supervises support personnel. In keeping with RDC values and
competencies, the DSS develops and maintains positive working relationships with all contacts internal
and external to RDC.


RELATIONSHIPS:

Reports to:                    Chief Information Officer

Subordinate Staff:             Technical Support Analysts, Lab Coordinator, Lab Monitors, AV
                               Services Technicians, Hardware Technicians, Microcomputer
                               Technicians, External Contractors

Other internal contacts:        Faculty, Staff and Students

External contacts:             Considerable interaction with suppliers, contractors and software support
                               agencies


MAJOR RESPONSIBILITIES/DUTIES:

Technical Support and maintenance of information systems
   • Identifies computer hardware, software and telecommunications malfunctions and takes
       appropriate action to resolve issues ensuring data/system integrity.
   • Analyzes problems (both technical and operational) and dispatches IT Services staff and/or
       vendor representatives to resolve problems.
   • Assists in capacity planning and acquisition of personal computers and other equipment.
   • Analyzes, designs, develops, tests and implements personal computers, servers, and other
       equipment for data and voice networks.
   • Maintains and updates the related database(s).
   • Primary responsibility of staff computers and student labs
   • Primary responsibility of the design and implementation of software for the iMac Lab.
   • Performs system management functions and operations of servers.
    •   Assists in the acquisition, installation and configuration of computers, peripheral devices, servers
        and voice systems.
    •   Primary responsibility of the desktop computers and printing services for Presidents Office,
        Financial Services and Human Resources.
    •   Assists in the support of administrative computer-based applications

Coordination of information systems
   • Coordinates, manages and executes projects, as assigned, tracks major developments, and revises
      deadlines, as appropriate, to meet changing needs and requirements.
   • Prepares business cases for selected projects.
   • Prepares, monitors, and analyzes the budget.
   • Maintains, develops and provides reports for projects and budget analysis.
   • Coordinates, implements, and improves overall operational practices and procedures within the
      department in collaboration with staff.
   • Tracks and monitors the progress of issues through the interpretation of policies, standard
      practices, procedures and collective agreements to identify interventions and resolutions.
   • Coordinates and manages, within assigned areas and in consultation with Campus Management,
      the assignment of office space and computer technology including furnishings, renovations, and
      maintenance as necessary.

Supervision and leadership
   • Recruits, selects and supervises day-to-day activities of staff in compliance with Human
       Resources policies and procedures, FOIPP and collective agreements.
   • Plans, organizes and coordinates formal and informal orientation and training of employees under
       direct supervision.
   • Conducts performance enhancement process in accordance with standard practice and collective
       agreements.
   • Initiates disciplinary process, within scope of authority and in consultation with CIO and Human
       Resources, to comply with College policies and standard practices.
   • Manages personnel issues that arise between performance planning activities.
   • Manages and allocates workload when necessary and help define priorities, approving the use of
       overtime when necessary.
   • Approves, monitors, and reports vacation and other absences for all staff under the direct
       supervision.
   • Arranges for coverage for all vacation and long-term absences as required.
   • Provides leadership by disseminating information, providing feedback, advising, and coaching.


REQUIREMENTS/QUALIFICATIONS:

Education
•      Post Secondary Diploma, preferably in Computer Systems Technology, or equivalent
       combination of education and experience.

Experience
•      Two years related experience.
•      Experience in Project Management and Supervision are required.
•      Experience in developing and maintaining business applications is a significant asset.


PERFORMANCE COMPETENCIES AND CRITERIA:

Performance criteria shall include achievement of tasks set out in the position description, annual major
objectives, and the completion of special assignments including:

Core Performance Competencies for all employees of Red Deer College (RDC):
   • Building Rapport
    •   Client/Customer Awareness.
    •   Interpersonal Relations
    •   Listening Skills
    •   Organizing/Planning Ability
    •   Personal Work Ethic

In addition to the Core Competencies identified as being required by all RDC staff, the following
competencies are also integral to the position:
    • Analytical Skills
    • Attention to Detail
    • Computer Skills
    • Conflict Resolution Skills
    • Leadership Skills
    • Mentoring/Coaching
    • Oral Communication
    • Technical Knowledge/Proficiency
    • Tolerance of Stress
    • Written Skills.



Supervisor: ______________________               Date:_____________________________

Incumbent: _______________________              Date: _____________________________

				
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