INFORMATION TECHNOLOGY SUPPORT SERVICES SUPERVISOR

THE JOB: Under direction, supervise and direct a unit engaged in providing end user technical support and training, including performing help desk functions involving the installation, configuration, troubleshooting and support of desktop and laptop hardware, software, operating systems, printers and peripherals; and do other work as required.

THE REQUIREMENTS: Any combination of training and experience which would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

A Bachelor’s degree from an accredited college in a computer related field and five years of experience performing both technical support and training.

OR

Five years of experience performing both general technical support and training, which included level I support for two or more relevant enterprise level applications.

OR

Seven years of experience performing both technical support and training.

At least two years of qualifying experience must have been at the lead or supervisory level.

SPECIAL REQUIREMENTS: Background Investigation: Some positions may require fingerprinting and/or background investigation. License: Possession and maintenance of a California Class C Driver License. Physical Requirements: The ability to lift equipment weighing up to forty pounds. Other Special Requirements: Availability to work irregular hours, which may include evenings, nights, weekends and holidays.

Knowledge: Thorough knowledge of the methods and techniques used in the installation, configuration, support and troubleshooting of relevant operating systems, software applications, hardware and peripherals; commonly and/or locally used operating systems, software applications and hardware; methods to analyze and recommend business solutions to meet customers’ needs and requirements. Working knowledge of network concepts and network administration; the principles, practices and methods of project management; the principles, practices and methods of training, mentoring and supervision. Some knowledge of the methods and techniques of developing and monitoring project budgets.

Ability to: Demonstrate strong business process and project management skills, including setting goals and priorities, increasing efficiency; produce results in a timely and efficient manner for own work and work of direct reports; analyze information effectively; set standards of performance tied to organizational goals to control, develop and enhance productivity of staff; manage projects (with own staff or in matrix managed structure), create and manage project plans, schedules, resource allocations and risk concepts; develop innovative solutions to meeting customer needs; negotiate with vendors to set configuration standards with acceptable pricing; demonstrate detailed understanding of customers’ needs and business practices; develop and apply operational policies and procedures appropriately to meet customer’s needs; review and evaluate work of staff; use good judgment and work with minimal direction; identify and solve basic networking problems; work independently in local and/or remote locations; prioritize multiple tasks; explain computing concepts to technical and non-technical staff; provide technical training (one-on-one, small group, and formal presentations); keep current on new and advancing technology and practices in business automation and technology interconnectivity; independently install and troubleshoot local software applications, hardware, and peripherals at the desktop level; learn new software applications; provide customer service; communicate effectively, both orally and in writing; work cooperatively and effectively with other staff members, customers and vendors; lift equipment weighing up to 40 pounds.

EMPLOYEE BENEFITS:
ANNUAL LEAVE – 22 days first year, increasing to 37 days after 15 years.  Available after six months for vacation and/or sick leave.
HOLIDAYS – 12.5 paid holidays per year.
BEREAVEMENT LEAVE – 3 days paid in California, 5 days paid out-of-state.
MEDICAL PLAN – The County contracts with CalPERS for a variety of medical plans.  For most plans, County contributions pay a majority of the premiums for employees and eligible dependents.
DENTAL PLAN – County pays for employee and eligible dependent coverage.
VISION PLAN – County pays for employee coverage. Employee may purchase eligible dependent coverage.
RETIREMENT  – Pension formula 2% at age 60 or 2% at age 62 as determined based on provisions of the CA Public Employees’ Pension Reform Act of 2013(PEPRA). Pension benefit determined by final average compensation of three years.  County participates in Social Security. 
LIFE INSURANCE – County paid $20,000 term policy.  Employee may purchase additional life insurance.
SDI – Employees in the General Representation Unit participate in the State Disability Insurance (SDI) program. This program is funded 100% by employee payroll deductions.
DEPENDENT-CARE PLAN – Employees who make contributions for child or dependent care may elect to have their contributions made utilizing “pre-tax dollars.”
H-CARE PLAN – Employees who pay a County medical premium share of cost may elect this pre-tax program.
HEALTH CARE FLEXIBLE SPENDING ALLOWANCE (HCFSA) – Employees may elect this pre-tax program to cover qualifying health care expenses.
DEFERRED COMPENSATION – A deferred compensation plan is available to employees.
OTHER – Other pay and benefit items apply to certain positions or assignments, such as Bilingual Pay and Night Shift Differential.

THE EXAMINATION: Your application and supplemental application will be reviewed to determine if you have met the education, experience and/or licensing requirements as stated on the job announcement. If you meet these criteria and are one of the best qualified, you may be required to compete in any combination of written, oral and/or performance examinations or a competitive evaluation of training and experience as described on your application and supplemental application. You must pass all components of the examination to be placed on the eligible list. The examination may be eliminated if there are ten or fewer qualified applicants. If the eligible list is established without the administration of the announced exam, the life of the eligible list will be six months and your overall score will be based upon an evaluation of your application and supplemental application. If during those six months it is necessary to administer another examination for this job class, you will be invited to take the examination to remain on the eligible list.

HOW TO APPLY: Apply Online Now!  Click on the link below; or print out an application and supplemental questionnaire and mail/bring them to: Santa Cruz County Personnel Department, 701 Ocean Street, Room 310, Santa Cruz, CA, 95060.  For information, call (831) 454-2600.  Hearing Impaired TDD/TTY: 711.  Applications will meet the final filing date if received in one of the following ways:  1) In the Personnel Department by 5:00 p.m. on the final filing date, 2) Submitted online before midnight of the final filing date.  Following a review for minimum qualifications, applicants who are selected to move forward in the recruitment process will be notified that they must submit a completed conviction history questionnaire in order to continue to the examination phase of the process.

Women, minorities and people with disabilities are encouraged to apply.  If you have a disability that requires test accommodation, please call (831) 454-2600.  

To comply with the 1986 Immigration Reform and Control Act, Santa Cruz County verifies that all new employees are either U.S. citizens or persons authorized to work in the U.S.

NOTE: The provisions of this bulletin do not constitute an expressed or implied contract.

An Equal Opportunity Employer