IT Technician Supervisor

Brunswick County; Bolivia (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Brunswick County is seeking an IT Technician Supervisor to lead the IT department's desktop, mobile, and software support. You will oversee a team of technicians, resolve complex issues, and ensure service delivery aligns with ITIL and SCRUM practices.

The ideal candidate has a BS in computer science or information systems with 5 years of relevant hardware/software experience, along with a NC/SC driver's license and CJIS readiness.

Qualifications

• Bachelor’s degree in CS/IS or related field with 5 years hardware/software experience.
• Supervisory experience preferred.
• NC/SC driver license required; CJIS security level certification desired.
• Familiarity with Windows, iOS and Android, Active Directory, MDM, MFA, and Office products.

Responsibilities

• Mentor and develop Technicians through coaching, training, and feedback.
• Coordinate tasks, monitor workload, and assist with complex issues.
• Design and implement robust desktop hardware/software solutions.
• Administer the electronic service request (ticketing) system.
• Liaise with third-party vendors for IT service desk.
• Manage County hardware assets and barcode accuracy.
• Manage cellular inventory and enroll devices in MDM.
• Prepare and deploy end user devices by imaging and configuring.
• Maintain hardware, software, and cabling; produce reports for management.
• Provide AV support for Board/County meetings.

Skills

People leadership

Technical troubleshooting

Customer focus

Analytical problem solving

SCRUM/agile

Education

Bachelor's degree in CS/IS or related field

Tools

Active Directory

MDM

Windows OS

Office 365

CJIS Certification

Job description

Brunswick County is looking for an IT Technician Supervisor to join our Information Technology (IT) Department to perform routine to complex technical work in the design, maintenance, and troubleshooting of computer software, hardware, and mobile devices for County departments and employees. Supervising a team of IT Technicians, the IT Technician Supervisor will: respond to complex technical issues surrounding desktop, laptop, and mobile devices, Windows based, iOS and Android Operating Systems; install software; follow work through to appropriate resolution; serve as senior level technical support for other IT Technicians and staff on hardware and software issues; and provide day-to-day leadership, guidance, and oversight to IT Technicians, ensuring high quality service delivery and adherence to departmental standards.

Work includes:

• Mentoring and developing Technicians through coaching, training, goal setting, and providing regular performance feedback.
• Coordinating task assignments, monitoring workload distribution, and supporting Technicians in resolving complex technical issues.
• Assisting with the design and implementation of robust and scalable solutions to establish and maintain desktop hardware and software.
• Serving as the system administrator of electronic service request (ticketing) system.
• Serving as the department liaison with third party vendor of Managed Services for IT Service Desk.
• Serving as the asset manager of County owned computer hardware and ensuring that equipment is barcoded and accurately captured in department asset management system.
• Managing cellular inventory and ensuring mobile devises are enrolled in Mobile Devise Management (MDM) as appropriate.
• Working with other third-party vendors for support with computes, printers, and other peripheral equipment under warranty.
• Preparing and deploying end user devices by imaging, configuring, installing applications, testing for proper operation, and creating and maintaining images for hardware set-up.
• Maintaining computer hardware, software, peripheral equipment, and installing computer cabling.
• Providing reports to IT management as required.
• Serving as audio/visual technical resource for Board of County Commissioners Meetings and other County Meetings/Courthouse meetings as needed.

The successful IT Technician Supervisor will: consistently provide exemplary end user support and assistance with a customer centric focus on service delivery; fully embrace and adhere to department policies and procedures on Information Technology Infrastructure Library (ITIL) based methodologies and tools (i.e., Change Management, Service Catalog, etc.); actively engages in the department’s agile-based project management (SCRUM) methodology and procedures.

If you are a strong people leader who is technically savvy, customer focused, and an analytical problem solver who can use independent judgement and take initiative to get the job done, we’d love to hear from you!

This position reports directly to the IT Deputy Director.Bachelor’s degree in computer science, information systems, or a closely related field AND five (5) years of related hardware and software applications experience;ORan equivalent combination of education, training, and experience sufficient to successfully perform the essential duties of the job. Supervisory experience is preferred.

• NC or SC driver license required.
• Ability to achieve and maintain appropriate Criminal Justice Information Services (CJIS) Security level certification.
• Familiarity with Windows, iOS and Android operating systems, Active Directory, Mobile Device Management, multi-factor authentication, and Microsoft Office Products is also required.

Physical Requirements

Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching, and crawling, and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 50 pounds). Tasks may involve extended periods of time at a keyboard or workstation.