SUMMARY

Manages information and technology systems with the primary goal of providing the necessary technological services to internal customers (employees) and to meet their customer service needs in fulfillment of the organization’s mission. Provides systemlevel support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. Identifies alternatives for optimizing computer resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Manages network computer operation scheduling, backup, storage and retrieval functions.

Collects information to analyze and evaluate existing or proposed systems.

Maintains local area network hardware, software, and telecommunications services such as personal computers, system software, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers.

Trains users on Head Start and non-Head Start Operations software and equipment usage.

Troubleshoots and resolves hardware, software, and connectivity problems, including user access and component configuration.

Communicates with Assistant Directors, including Head Start Operations, to report and resolve software, hardware, and operations problems as it relates to the agency network.

Is knowledgeable of all software programs within the organization and consults/advises, as needed.

Responds to inquiries from users and technical support regarding functions and operations of software programs.

Installs and tests software upgrades.

Consults with Operations staff to gather information about program needs, objectives, functions, features, and input and output requirements.

Administers and monitors user access to software systems.

Administers and manages security systems such as firewalls, VPN and corporate antivirus.

Manages help desk system to ensure QoS on ticketing response times.

Prepares standard statistical reports, such as help desk incident reports.

Provide reports on software systems usage and metric.

Collaborates with HR/Training to write and/or revise user training manuals and procedures and develops training materials such as exercises and visual displays.

Administers and manages telephone pbx’s enterprise wide.