MARICOPA COMMUNITY COLLEGE DISTRICT JOB DESCRIPTION

TITLE: LEAD HELP DESK ANALYST

GRADE: 13

JOB CODE: 1296

FLSA: EXEMPT

Job Summary

Supervises the help desk and provides technical support and service in solving operating problems with system related malfunctions including hardware and software. Responds to requests for technical support and monitors work orders.

Scope

This position works in the area of information technology. Work contacts include administrators, faculty, staff and vendors. Equipment used includes standard office equipment and a variety of computer hardware and software.

Supervision Received

This position reports to the Manager Computer Operations; receives general direction regarding routine and standard matters; specific instructions regarding non‑routine and sensitive matters.

Supervision Exercised

Depending on location/department, may supervise the positions of Help Desk Analyst. Assists in providing consultative direction to users of computer systems.

Representative Duties

Assists and trains staff in their assigned functions; provides technical assistance to Analysts and users; responds to requests for technical support and resolves escalated work orders; records requests and monitors resolution; assists in the preparation of user requirements for changes in the existing systems or development of new systems; prepares monthly reports to determine workflow and problem trends; maintains liaison with all divisions and departments and field operations to keep abreast of policy and procedural changes; prioritizes work and ensures service levels are met; assists in selection of staff and formal reviews; maintains liaison with outside vendors performs related duties as assigned.

Knowledge and Abilities

Knowledge of: technical manuals and specifications for computer systems, hardware and software; educational and administrative computer applications; wide‑area network and local‑area network; network operating systems; telecommunications equipment; supervisory and customer service skills.

Ability to: train and direct the work of assigned staff and prioritize work projects; write user documentation and manuals in easily understood terms; organize office procedures and maintain accurate records; communicate effectively orally and in writing; establish cooperative working relationships with persons contacted in the course of performing assigned duties.

Training and Experience

Any combination of education, training and experience that provides the required knowledge and abilities. An example of this would be college coursework in information technology or a related field and/or experience in the use of information technologies and customer service.

Special Conditions of Employment

Working Conditions

Positions in this class may require prolonged monitor viewing. Some positions may require a Class D Driver’s License.

This class specification is intended to indicate the basic nature of positions allocated to the class and examples of typical duties that may be assigned. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.