Monday - Friday, 8:30am - 4:00pm
35 Hours - Non-Standard
Job Requisition NumberJR103085 TECH SUPPORT MGR(UNIX/NTWRK/TL (Open)Pay GradeC00138 AClassificationTechnical Support Manager (UNIX/Network/Telecommunication)Class DefinitionGENERAL STATEMENT OF DUTIES: To be responsible for managing activities relating to technical support in the area of specialization to include planning, organizing, coordinating supervising, and reviewing the work of technical support teams engaged in providing systems management, network management, and/or telecommunications management within the designated technical speciality, including the diagnosis of operating system and hardware malfunctions; to coordinate the evaluation, selection, installation, and maintenance of hardware and software related to area of specialization; and to do related work as required.
SUPERVISION RECEIVED: Works under the general direction of a Deputy Information Processing Officer with wide latitude for the exercise of independent judgement in the performance of technical support activities; work is subject to review upon completion for results obtained and conformance with established policies, procedures and objectives.
SUPERVISION EXERCISED: To plan, organize, coordinate, direct, supervise and review the work of technical support teams and others assigned to assist.
ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:
- To be responsible for managing activities relating to technical support in the area of specialization to include planning, organizing, coordinating, supervising and reviewing the work of technical support teams engaged in providing systems management, network management, and/or telecommunications management within the designated technical speciality including the diagnosis of operating system and hardware malfunctions.
- To coordinate the evaluation, selection, installation, and maintenance of hardware and software related to the area of specialization.
- To coordinate the installation and maintenance of mainframe, mini computer and/or network operating systems, as well as data management, security management, telecommunications, performance and capacity management, and utility software within the designated environment.
- To be responsible for the implementation of methods and procedures necessary to support all activities related to the installation change, problem resolution, performance, and operational capacity of systems within a functional area.
- To be responsible for providing technical support services for upper level operation and applications and applications staff within other specialization areas.
- To assist agencies of state government with the preparation of the specifications for the procurement of hardware, software and services directly related to speciality area.
- To be responsible for planning, conducting and overseeing training sessions designed to introduce and educate technical staff subordinates with new or improved hardware, software products or procedures.
- To serve as the primary point of contract for vendors providing technical support and maintenance services related to the area of specialization.
- To do related work as required.
REQUIRED QUALIFICATIONS FOR APPOINTMENT:
KNOWLEDGES, SKILLS AND CAPABILITIES: A thorough knowledge of the principles, practices and techniques required in systems, network and/or telecommunications management; a thorough knowledge of the operating systems, utility an diagnostic software utilized in the area of specialization; a thorough knowledge of the operational functions and intricacies of the computer, network and telecommunications equipment utilized within a specialty area and the ability to apply such knowledge in diagnosing various technical problems causing system interruptions and malfunctions; the ability to plan, organize and supervise the work of technical support teams and others assigned to assist; the ability to plan, conduct and oversee training sessions designed to educate technical, operations and applications staff members regarding new hardware, software and procedures; the ability to communicate effectively with subordinates, associates and superiors within the department and supported agencies; the ability to establish and maintain effective working relationships with others; and related capacities and abilities.
EDUCATION AND EXPERIENCE:
Education: Such as may have been gained through: graduation from a college of recognized standing with a degree in Computer Science including or supplemented by successful completion of courses in the pertinent technical speciality; and
Experience: Such as may have been gained through: considerable employment in a responsible position planning, organizing supervising and reviewing the activities of a technical support staff engaged in providing technical support in the area of specialization.
Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
SPECIAL REQUIREMENT: At the time of appointment must be physically qualified to perform assigned duties as evidenced by a physician’s certificate.
Supplemental InformationThe Chief Architect – Unified Communications & Voice Modernization is a senior, hands-on leader responsible for designing, governing, and delivering the State’s transition from complex, on premises legacy telephony (e.g., Avaya/TDM/IP PBX) to a secure, cloud-native Microsoft Teams Voice/Phone System ecosystem.This role will author the end-to-end architecture, drive a zero-downtime migration framework, and orchestrate vendor/managed services models that offload routine operations while elevating reliability, compliance, and user experience across a geographically dispersed workforce.
https://www.everify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf
https://everify.uscis.gov/web/media/resourcesContents/EVerify_Participation_Poster_ES.pdf
The individual hired to fill this position will have access to Federal tax Information (FTI), as defined in IRS Publication 1075, and, as such, must undergo a national fingerprint background screening in accordance with the set forth in regulation 220-RICR-40-00-2 (IRS Publication 1075 – Background Check Process and Criteria available at https://rules.sos.ri.gov/regulations/part/220-40-00-2. Additionally, the individual is being hired to an E-Verify site which contains FTI and must have their employment eligibility validated through E-Verify.Benefits
For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.
Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.
Skills Required
- Graduation from an accredited college with a degree in Computer Science or equivalent education
- Considerable experience planning, organizing, supervising, and reviewing technical support staff activities
- Thorough knowledge of systems, network and/or telecommunications management principles and practices
- Thorough knowledge of operating systems, utility and diagnostic software used in the specialty area
- Ability to diagnose operating system and hardware malfunctions and resolve technical problems
- Ability to plan, conduct, and oversee training sessions for technical and applications staff
- Ability to communicate effectively and establish and maintain effective working relationships
- Must be physically qualified to perform assigned duties as evidenced by a physician's certificate
- Must undergo national fingerprint background screening in accordance with IRS Publication 1075
- Employment eligibility must be validated through E-Verify
What We Do
The State of Rhode Island is the official government entity responsible for the administration, governance, and delivery of public services to the citizens and residents of the state of Rhode Island.
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