CUSTOMER SUPPORT SUPERVISOR

Tarrant County; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Tarrant County is seeking an IT professional to provide planning, installation and use of networked computers on LAN/WAN, and integrate automated systems with partner agencies. The role involves prioritizing resources, delivering expert technical support, and driving improvements aligned with the County Strategic IT Plan.

Responsibilities include managing IT projects, configuring security and policies, and coordinating with PMO guidelines.

Qualifications

• Bachelor's degree or equivalent experience.
• Three (3) years of computer troubleshooting experience.
• Two (2) years of supervisory experience preferred but not required and experience or training in systems analysis and design.
• Ability to work independently or as part of a team.
• Advanced oral/written communications skills as well as strong analytical and organizational skills.
• Ability to coordinate various activities simultaneously and manage multiple projects.

Responsibilities

• Manages scheduling, utilization and prioritization of IT resources to provide optimal hardware/software services to departments.
• Provides technical expertise and support of complex hardware/software, networks, and countywide applications.
• Conducts research and development of new products to improve the countywide technology environment.
• Assists in implementation, configuration, coordination, control, maintenance, troubleshooting, security, and patch management per IT Plan.
• Recommends technical solutions and documents policies and procedures.
• Works with project managers on IT and departmental projects per IT Plan and PMO guidelines.
• Performs modifications to user profiles, password changes and group policies.
• Evaluates performance of subordinates and provides development guidance.
• Performs other related duties in IT Department.

Skills

Networked IT systems

Analytical skills

Organizational skills

Problem solving

Independent / team work

Communication skills

Project coordination

Driving

Education

Bachelor's degree or equivalent experience

Job description

Provides technical advice and assistance to assigned County offices through the planning, installation and use of networked computers on a Local Area Network or Wide Area Network. Installs and integrates automated systems with partner agencies.

Responsibilities

1. Manages the scheduling, utilization and prioritization of IT resources to provide an overall optimal level of hardware/software services to departments and agencies.
2. Provides technical expertise and support of complex critical hardware/software, networks, and countywide and departmental applications.
3. Conducts research and development of new products to improve the countywide technology environment.
4. Assists in implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring, anti-virus protection and patch management of specialized procedures in accordance to the County Strategic IT Plan.
5. Recommends technical solutions and documents policies and procedures.
6. Works in conjunction with project managers on IT and departmental projects in accordance to the County Strategic IT Plan and Project Portfolio Management Office (PPMO) guidelines.
7. Performs services including modification of user profiles, password changes and group policies.
8. Evaluates performance of subordinates and identifies strengths/weaknesses, provides employee development guidance and motivation.
9. Performs all other related duties involved in the operation of the IT Department as assigned or required.

Qualifications

• Bachelor's degree and/or equivalent experience.
• Three (3) years of computer troubleshooting experience.
• Two (2) years of supervisory experience in information technology preferred but not required as well as experience or training in systems analysis and design.
• Ability to work independently or as part of a team.
• Advanced oral/written communications skills as well as strong analytical and organization skills. Ability to solve problems accurately, completely, and quickly if necessary.
• Ability to coordinate various activities simultaneously, make decisions and work without direct supervision, participate in and/or manage multiple projects concurrently without loss of quality on any project.
• Demonstrated supervisory skills within an enterprise network organization.
• Driving may be required.
• Must have a valid and current driver license.

Physical Demands

While performing the duties of this position, the incumbent is regularly required to bend, carry, climb stairs, grasp/squeeze, use hand tools, hear, keyboard, kneel, lift below the waist, lift between waist and shoulder, lift overhead, lift to the side/twisting, use material handling equipment, be exposed to outside hot and cold temperatures, pull, push, reach, reach overhead, perform repetitive tasks, see color, sit, stand, talk, use his/her hands, drive a vehicle, walk, and work alone and with others.