Under the supervision of the Park Authority’s IT Program Manager, serves as the Automation Services Branch (ASB) help desk manager, leading ASB’s response to desktop information technology support. Leads the help desk staff in providing support to Park Authority information technology users. Diagnoses reported problems. Assigns tasks to branch staff as appropriate. Serves as second-tier support resource. Completes help desk tasks as appropriate based on level of complexity, security concerns, workload management or other factors. Travels to Park Authority sites in an agency vehicle. Ensures prompt response to help desk tickets and serves as first-tier support as appropriate. Complies with countywide IT and IT security policies. Participates in countywide IT analyst meetings and activities. Leads the help desk staff in the completion of information technology projects, such as and including annual computer replacement, periodic inventory assessments, PCI compliance audits, hardware upgrades, etc. Manages a staff of three. Monitors problem descriptions and resolutions for accuracy and usability. Ensures proper recording of users, locations, and computers in the knowledgebase. Edits content for correctness. Reports on help desk activities. Develops help desk policies and procedures and ensures help desk staff follow those procedures when resolving tickets. Develops and delivers technical training to end-users based on ticket trends observed in the help desk application. Develops and maintains agency technical documentation such as help desk guides, how-to tutorials and other documentation intended for use by end users. Produces reports for management use.
Employment Standards
MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Possession of an associate degree in computer science, electrical engineering, electronics, or a related field; plus three years of network and/or telecommunications experience; or a bachelor’s degree in such fields; plus one year of experience in network or telecommunications system design, analysis, installation, and troubleshooting.
CERTIFICATES AND LICENSES REQUIRED:
Valid driver’s license.
NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check, a check of the Child Protective Services Registry, and a driving record check to the satisfaction of the employer.
PREFERRED QUALIFICATIONS:
PHYSICAL REQUIREMENTS:
Ability to lift up to 50 pounds. All duties performed with or without reasonable accommodations.
SELECTION PROCEDURE:
Panel interview and may include exercise.
It is the policy of Fairfax County Government to prohibit discrimination on the basis of race, sex, color, national origin, religion, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of its workforce.
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.
More Information
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