at Illinois Department of Innovation & Technology in Chicago, Illinois, United States
Job Description
40% Under general supervision, serves as the EUC Chicago Supervisor for the Department of Innovation & Technology (DoIT):
- Provides leadership and management oversite for advanced level remote and/or deskside troubleshooting and support services on computer hardware, software, and peripherals.
- Develops and defines operational standards and guidelines and measures team performance utilizing reporting tools in key areas including productivity, problem resolution standards, and quality.
- Manages and directs the installation and support of end user PC computing devices, software, and peripherals.
- Manages multiple projects with relation to the installation and support of end user PC computing devices, software, and peripherals.
- Establishes and implements procedures to support effective and efficient delivery and support of end user PC computing devices, software, and peripherals.
- Responds to calls for the more difficult and complex situations relative to PC Operations.
- Documents diagnostic and remedial procedures and conducts problem related training sessions with PC Operations teams.
- Coordinates and collaborates with other DoIT teams including but not limited to network, infrastructure, and security to ensure proper installations, configurations, and support of PC Operations
20% Serves as a working supervisor:
- Assigns and reviews work.
- Provides guidance and training to assigned staff.
- Counsels staff regarding work performance.
- Reassigns staff to meet day-to-day operating needs.
- Establishes annual goals and objectives.
- Approves time off.
- Prepares and sign performance evaluations.
20% Manages and directs the installation, configuration, maintenance, and management of applications for PCs:
- Updates imaging and operating systems.
- Provides and supports office automation software that allows connectivity to the network.
- Manages the installation of PCs, printers, laptops and software.at various locations.
10% Manages staff and multiple projects with relation to the installation of end user PC computing devices, software, and peripherals:
- Guides and directs staff involved in various projects and coordinates required service requests and or incidents.
- Assists, guides, and directs complex technical function activities relating to the incident resolution, maintenance, and installation of software/hardware in an enterprise network environment.
- Coordinates and monitors the installation of equipment based on staff relocations and new equipment requests.
- Monitors the escalation process ensuring notifications and updates are provided to customers in accordance with DoIT processes and procedures.
- Implements time frames and deadlines to ensure equipment needs for agency staff are met in a timely manner.
5% Keeps abreast of new developments in the Information Technology (IT) field:
- Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
- Attends demonstrations and exhibitions related to assigned operations
5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
