The Technical Support Analyst III Lead plays a critical role in the efficient implementation, maintenance and administration of technical support of computer and phone systems that serves the Houston Housing Authority. The Technical Support Analyst III Lead will provide guidance and direction to the technical support staff as well as perform level III support on technical issues. The Technical Support Analyst III Lead will also assist the Network Engineer with their duties and will provide assistance in configuring and maintaining the Houston Housing Authorities systems. The Technical Support Analyst III Lead reports to the Director of Information Technology.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Ensure smooth and reliable technical support operations.
Manage the assignment of technical support tasks and duties.
Guide, mentor and instruct other technical support staff on duties and best practices.
Provide technical support for servers, including database, e-mail, printers, computers, laptops and tablets and their associated hardware, operating systems and software.
Communicate effectively with both technical and non-technical personnel.
Assist Network Administrator in trouble shooting network and phone system issues.
Perform network maintenance functions such as user creation and assignment of rights and permissions. Should be familiar with DHCP, DNS, IP, network traffic routing, WAN, LAN, VPN, remote connectivity and internet connectivity.
Perform hands-on fixes at the desktop level including installing and upgrading software, implementing file backups and configuration of system and applications.
Answer and respond to Help Desk calls and tickets providing clear communication on status and resolution of issues.
Maintain compliance with software licensing and inventory.
Install and configure various applications on computers as required
Provide setup and configuration of computers and computing peripherals such as printers, scanners and other equipment as necessary.
Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of various computing environments, including server, computers and network hardware and software.
Knowledge of network infrastructure and network hardware.
Knowledge of applicable data privacy practices and laws.
Knowledge and good understanding of the organization’s goals and objectives.
Knowledge with network capacity planning, network security principles, and general network management best practices.
Knowledge with hardware troubleshooting experience.
Skilled with working in a team-oriented, collaborative environment.
Skilled with strong troubleshooting skills.
Skilled with conducting research into networking issues and products as required.
Skilled with LAN, WAN, WLAN and WWAN design and implementation.
Skilled with VOIP phone systems.
Skilled with Cisco Firewalls, Routers and Switches.
Skilled with strong interpersonal, written, and oral communication skills.
Skilled with a strong customer service orientation.
Ability to have strong leadership.
Ability to present ideas in user-friendly language.
Ability to effectively prioritize tasks in a high-pressure environment.
Ability to be highly self-motivated and directed, with keen attention to detail.
Ability to have proven analytical and problem-solving skills.
COMPLEXITY / SCOPE OF WORK
The Technical Support Analyst III Lead will provide a wide variety of tasks related to researching, planning, implementing, monitoring and administrating the technical support issues and tasks in order to maintain and create a positive and productive technical support environment for the Houston Housing Authority.
The employee performs a moderate number of routine and generally related tasks.
The course of action is determined by established procedures, the supervisor, or the employee.
Tasks frequently have to be coordinated, integrated, and/or prioritized.
Some computer applications may be difficult to accomplish and require resourcefulness and extra effort by the employee.
The employee has no supervisory responsibilities.
The Technical Support Analyst III Lead receives instructions from the Director of Information Technology
Problems or situations not covered by instructions are normally referred to the supervisor for resolution.
Courses of action, deadlines, and priorities are established by procedures, the supervisor, or the employee depending on the assignment.
Routine duties are initiated and completed by the employee without supervisory direction.
Instructions to the employee may be general or specific in nature.
Complex problems or situations not covered by instructions are usually referred to the supervisor for concurrence.
The employee’s work is reviewed occasionally for accuracy, completion and compliance with policies and procedures.
Personal contacts are with other Houston Housing Authority employees, outside agencies, public housing residents, Housing Choice Voucher holders, applicants and government officials.
Contacts are made to verify, give, obtain or clarify, provide information, coordinate, advise or resolve computer related problems.
PHYSICAL DEMANDS / WORK ENVIRONMENT
Work involves the normal risks or discomforts associated with an office environment but are usually in an area that is adequately cooled, heated, lighted and ventilated.
May experience prolonged periods of sitting at a computer screen.
Work is principally sedentary, but may involve some physical exertion, such as, kneeling, crouching, or lifting computer hardware, and eye strain from working with computers and other office equipment.
Bachelor degree in computer science, certification and\or have equivalent experience as a Technical Support Analyst III Lead.
Minimum of four (4) plus years working in a Senior Technical Support environment.
DHCP, DNS, IP, network traffic routing, WAN, LAN, VPN, remote connectivity and internet connectivity preferred.
A+ certification or Microsoft certifications preferred.
Must be able to maintain confidentiality.
Willingness to travel to various Houston Housing Authority locations.
Valid Texas driver’s license.
Eligibility for coverage under Houston Housing Authority fleet auto insurance.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.