Child-Parent Centers

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IT CLIENT SERVICES MANAGER IV

at Child-Parent Centers

Posted: 4/1/2019
Job Status: Full Time
Job Reference #: 16027
Keywords: support, service

Job Description

Job Summary
Management
Administration, Tucson, AZ - Tucson, AZ
40 hours/week - year round
4 Year Degree
$52,270.40 - $52,270.40 Salary/year
In-Town and Out of Town
AM - Approximately 7:30am - 4:30pm (M-F)
Information Technology
Description

CURRENT OPENINGS

ADMINISTRATION - 602 EAST 22ND STREET, TUCSON, AZ  85713 - 1 OPENING - 8HRS/DAY 

Job Summary:   

Responsible the operation of all personal computers, printers, peripherals, smart devices, video conferencing support, and POTs lines at 42 locations. Including configuration, deployment, maintenance, and break/fix personal computers, printers, desk phones, peripherals, and service desk system, and managing all procedures related to identification, prioritization and resolution of incidents/services request, including the monitoring, tracking and coordination of Service Desk functions. Provide technical training opportunities to staff and end-users. A degree of creativity and latitude is expected. Responsible for communicating issues, needs, and ideas to IT Department Director for review and approval.

Minimum Qualifications

Education /Experience Requirements:

  • Possess a Bachelor’s degree from a recognized institution with a major in information technology, computer science or a combination of business degree and technical certifications as determined sufficient by the hiring authority.

And

  • Combined  (3) years’ experience in information technology support and supervision:
  • Technical experience must include supporting a Microsoft Client/Server domain
  • At least two (2) years supervising staff or projects
  • Demonstrate Intermediate knowledge of Microsoft Office suite installation, usage and support.
  • General knowledge of TCP/IP (subnetting), DNS, DHCP, SNMP and VLAN’s
  • Good interpersonal skills and ability to adjust with change and multiple demands. Schedule may require weekend, early morning, early evening, and/or more than an eight-hour day

Information Technology Management:

  • Manage the processing of incoming Service Desk tickets to ensure courteous, timely and effective resolution of end user issues.
  • Measures and reports client satisfaction
  • Develop and enforce handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Extensive knowledge and support experience with common productivity applications i.e. Office, Adobe DC.
  • Extensive knowledge of computer hardware, including PCs, phone, and peripherals
  • Working knowledge of a range of diagnostic utilities.
  • Experience with Microsoft Windows desktop software.
  • Experience with Apple server and deployment and support of Apple iPad Tablets.
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Report POTs outages to service provider, document and follow-up until service is restored
  • Monitor and document technology incidents and problems in the appropriate system. Monitor information entered by others for consistency of service and compliance with policies.
  • Research, evaluate, and recommend to IT Department Director software and hardware solutions to create an effective, efficient, and integrated client technologies.
  • Ensure endpoint protection is appropriately installed and operational on every client computer
  • Lead IT projects as designated by the IT Department Director.
  • Provide direct technical assistance and training for staff on their use of agency information systems hardware and software including emergency notification system.
  • Respond to technology emergencies including responsibility for agency Emergency Technology cell phone that may require 24/7 on-call support.
  • Communicate information to those with ‘Need to Know’ when technology related repairs and maintenance affect enterprise wide environment.
  • Identify concerns that may require new procedures or modification of existing procedures and recommends changes to the IT Department Director.
  • Comply with agency Inventory Policies and Procedures including timely documentation of equipment changes. Communicate and plan regularly with IT Department Director on status of activities ensuring Need to Know for important issues or concerns.

Supervision:

  • Supervise assigned staff by providing direction, input, and feedback using tools and resources provided in the agency’s performance planning, supervision and evaluation system.
  • Provide a minimum of one supported supervision meeting per month to assigned staff. Use reflective practice supervision and coaching strategies with consistency and equity to create a learning environment that supports development while maintaining accountability for performance.
  • Support and monitor assigned staff in professional achievement or personal growth through the professional development system including attainment of required education or certifications.
  • Identify self-growth, development goals, and strategies for achievement with support and input from supervisor.
  • Commit and participate in consistent and planned meetings with supervisor to further professional growth by seeking feedback, reflecting on and assessing own practice, and taking advantage of opportunities to improve skills and knowledge.

Records, Monitoring, and Reporting:

  • Monitor computer workstations to ensure each meets application and security requirements; seeks improved efficiency and effectiveness, and takes corrective actions when required.
  • Provide bi-weekly reports on ticketing, work request system and outstanding incidents.

Leadership, Management, and Teamwork:

  • Actively participate on the information technology management team and contribute to the decision making process for strategic initiatives, budgets, system plans, governance, audit, and self-assessment.
  • Work toward the achievement of agency goals and objectives through innovative and effective information technology services that support staff, foster relationships with partners, and create a culture that promotes overall employee satisfaction.
  • Identify emerging trends or issues that influence agency goals and objectives related to information technology and communicate to supervisor in a timely and effective manner.
  • Meet at least monthly with Client Services team
  • Maintain information technology expertise including best practices, local, state, and federal compliance requirements through active membership in associations, participation in conferences, and establishment of good working relationships with internal and external stakeholders.
  • Promote collaboration and teamwork among the information technology department and other units using agency values and principles to achieve and sustain a positive work environment and overall high level of job satisfaction.

Responsibilities for all Child-Parent Centers, Inc.:

  • Understand and model the agency's vision, mission, and philosophy within the agency and the community.
  • Demonstrate approachability, ownership, accountability, and life-long learning.
  • Use the agency's communication and problem solving approach.
    • Seek perspective of others.
    • Identify emerging issues and contribute new knowledge.
    • Work to de-escalate when emotions and stakes are high.
  • Maintain professional behavior and relationships with internal and external stakeholders
  • Use agency systems and technologies to accomplish work
  • Maintain a high level of attendance to support ongoing service delivery.
  • Recognizes children's safety as the first responsibility of all staff and acts swiftly to ensure no child is unsupervised.
  • Implement agency policies and procedures for safeguarding confidential or sensitive information about employees and/or program participants. Restrict access to paper or electronic documents to those with a need to know.
  • Performs other duties as assigned
Qualifications

Minimum Qualifications

Education /Experience Requirements:

  • Possess a Bachelor’s degree from a recognized institution with a major in information technology, computer science or a combination of business degree and technical certifications as determined sufficient by the hiring authority.

And

  • Combined  (3) years’ experience in information technology support and supervision:
  • Technical experience must include supporting a Microsoft Client/Server domain
  • At least two (2) years supervising staff or projects
  • Demonstrate Intermediate knowledge of Microsoft Office suite installation, usage and support.
  • General knowledge of TCP/IP (subnetting), DNS, DHCP, SNMP and VLAN’s
  • Good interpersonal skills and ability to adjust with change and multiple demands. Schedule may require weekend, early morning, early evening, and/or more than an eight-hour day

Transportation Requirement:

  • Possess a valid Arizona driver's license and excellent driving record. Attach to application a three-year driving record obtained from the motor vehicle division.
  • Must be able to travel locally to and from work location on a daily basis in own private vehicle (mileage reimbursable). Must provide a copy of state-required proof of insurance issued by insurance companies every six months. Attach current proof to application.
  • Must be able to travel out of town in company-owned vehicle. This travel could begin before daylight hours and continue after sundown in some situations.

Federal, State, County Legal/Licensing Requirements (once hired):

  • Must pass a Criminal Background Check prior to interview.
  • Provide proof of immunizations: MMR (Measles, Mumps, Rubella), Tdap (adult Tetanus, Diphtheria, Pertussis), and a clear Mantoux Tuberculosis skin test or chest X-ray prior to starting work.
  • Must pass a company paid physical exam prior to starting work.
  • Must possess or be able to obtain an FBI fingerprint clearance card within 90 days of hire.
  • Must be able to prove the right to work in the USA by providing appropriate documents to complete the Federal I-9 form.

Competencies:

  • Microsoft software and compatible hardware
  • Creative and Innovative Thinking
  • Building Relationships
  • Teamwork
  • Effective Oral and Written Communication
  • Decision-Making/Judgment
  • Self-Management
  • Adaptability and Flexibility
  • Confidentiality
  • Ethics and Integrity
  • Compliance Driven
  • Analysis/Reasoning

Desired Qualifications:

  • IT Industry certifications: i.e. CompTIA, Microsoft, Dell, PMI.
  • Experience working in a Head Start environment
  • Bi-lingual English and Spanish.

Work Environment:

  • 1.   Indoor Office Setting

Physical Requirements:

Frequently

  • Stooping, bending, reaching
  • Clerical duties (data entry, filing, copying, scanning, etc.)
  • Standing for approx. ½ hour 2-3 times per day
  • Ability to lift 45 pounds

Occasionally

  • Picking up and dropping off supplies

Benefits: This position is eligible for agency benefits package including (paid leave, medical, life, vision, dental, revenue sharing plan, and flexible spending account)

 

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