TECHNICAL SUPPORT SUPERVISOR

Salary:

$95,421.82 - $143,132.86 Annually

Location :

Surprise, AZ

Job Type:

Full-Time Regular

Job Number:

24-00294

Department:

INFORMATION TECHNOLOGY

Opening Date:

06/18/2024

Closing Date:

6/26/2024 11:59 PM Arizona

Effective 6/24/2024 new pay range will be $98,475.26 - $147,713.02

SUMMARY
Under general direction, this position supervises, monitors, and provides backup to the desktop support team. Plans, assigns, and directs work; addresses complaints and resolves problems; measures and reports on Helpdesk performance; ensures service level agreements are met and maintained; makes equipment recommendations; plans and manages upgrades for desktop resources and workstations; collaborates with others to generate ideas and recommend process improvements; orders citywide replacements of computers and peripherals. Responsible for maintaining hardware inventories. Incumbent will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

EDUCATION and/or EXPERIENCE
Bachelor's degree in Information Technology or related field and three years of experience providing desktop operation system, hardware, software, server hardware and software support to include one year in a senior, lead or supervisory service desk position. One year of relevant experience may be substituted for each year of required education. Additional education cannot be substituted for experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS
Must have at time of hire and be able to maintain a valid Arizona Driver License.

SELECTION PROCESS

Applicants whose education, training and experience most closely meet the needs of the position may be invited to participate in a selection process to include a panel interview

Successful candidates will receive a post-offer, pre-employment background screening to include:

Fingerprinting
Criminal Background screening
Drug Screen
E-Verify
39 Month Motor Vehicle Department Records Check

To view the full job description, including work environment and physical demands, click

HERE

The City of Surprise is an EEO/ADA reasonable accommodation employer.

The City of Surprise offers a broad range of inclusive employee benefits to help employees in their work and personal lives. We are committed to a total rewards strategy that provides our employees with competitive compensation, generous benefits, and an environment that supports a healthy work/life balance for our diverse workforce. Our comprehensive benefits package includes health coverage, retirement, and a variety of work/life programs, including generous paid time off and twelve holidays. For additional benefit information, please

01

I understand all criminal convictions (felonies and/or misdemeanors including DUIs) that occurred as an adult (age 18 or older) must be disclosed when answering Question 7 and disclosed in full detail in Question 8 in the Agency-Wide Questions section of this application. I also understand my failure to disclose a conviction as outlined in Question 8 may be grounds for elimination of further consideration and/or a job offer to be rescinded.

I acknowledge the above statement.

02

Are you legally authorized to work in the United States?

Yes
No

03

Are you currently a City of Surprise employee?

Yes
No

04

Select the option that applies to your highest level of education completed:

Master's Degree, or higher
Bachelor's Degree in Information Technology or related field
Associate's Degree in Information Technology or related field
High School diploma or G.E.D. awarded
None of the above

05

How many years of experience do you possess providing Desktop Operation System, Hardware, Software, Server Hardware and Software Support?

7 years or more
5 years to less than 7 years
3 years to less than 5 years
Less than 3 years
None of the above

06

Do you have one year of Senior, Lead, or Supervisory Service-Desk experience?

Yes
No

07

I understand that this position requires a valid Driver's License with no major driving citations in the last 39 months.

I acknowledge the statement above

08

Will you have and be able to maintain a valid Arizona Driver License at the time of hire?

Yes
No

09

Describe your work experience and number of years managing the life cycle of technology related assets. If you do not have this experience, please write 'N/A'

10

Describe your work experience and the number of years troubleshooting desktop computers and related peripherals. If you do not have this experience, please write 'N/A'

11

Describe your work experience and the number of years troubleshooting software. If you do not have this experience, please write 'N/A'

12

Describe your work experience and the number of years reviewing and prioritizing service tickets. If you do not have this experience, please write 'N/A'

13

Describe your work experience and the number of years recommending and purchasing hardware and/or software to meet end user requirements. If you do not have this experience, please write 'N/A'

14

Describe your work experience and the number of years working with Microsoft Active Directory. If you do not have this experience, please write 'N/A'

15

Describe your work experience and the number of years rolling out or upgrading to new computer operating systems. If you do not have this experience, please write 'N/A'

16

Describe your work experience and number of years configuring and troubleshooting network and client/server connectivity. If you do not have this experience, please write 'N/A'

17

Describe your work experience and number of years working with advanced features using Microsoft Office and the versions used. If you do not have this experience, please write 'N/A'

18

Describe your work experience and number of years creating procedures and documentation for end users. If you do not have this experience, please write 'N/A'

Required Question