TECHNICAL SUPPORT MANAGER (UNIX/NETWORKS/TELECOMMUNIC.)
Salary :
$94,590.
00 - $107,285.
00 Annually Location :
Providence, RI Job Type:
Non-Union (99) Job Number:
6710-41621-80073 Department:
DEPARTMENT OF ADMINISTRATION Division:
Information Technology Opening Date:
08/03/2023 Closing Date:
8/12/2023 11:
59 PM Eastern Pay Grade:
0138A Classification:
Classified Scheduled Work Days; Hours of Work:
Monday - Friday; 8:
30 am - 4:
00 pm Work Week:
Non-Standard Bargaining Union:
Non-Union (99) Assignment(s)/Comments:
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 criteria 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.
Class Definition GENERAL 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 speciality 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.
Supplemental Information Preferred Qualifications /
Experience:
MSFT or other IT Certifications a plus (NET+, Security+, etc.
.
) ITIL training / certification a plus 8
years of technical team management with demonstrated performance management experience.
Associates Degree or higher in Computer / Information Systems / Cybersecurity related field
Responsibilities:
Work closely with the AIM to support Agency initiatives, budgets, to resolve technical issues quickly, and continually improve customer satisfaction.
Lead, motivate, and provide technical and professional development of the supervised staff to ensure that Agency expectations are being met and exceeded.
Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service.
Plan, organize, coordinate, supervise and review the work of technical support team and others assigned to assist.
Partner with cross-functional support teams.
Work closely with legal and safety departments to make sure activities remain compliant.
Oversee surplus and stocked inventory of hardware.
Maintain a Network User Account Management program that ensures Agency authorized personal approve all network access and permissions to systems and data.
Adhere to Security compliance to ensure that access to confidential information is minimum necessary and network user accounts are disabled in a timely manner.
Plan for and communicate with AIM for system outages and widespread computer issues.
Ensure we have current I&O technical support and recovery documentation for all mission critical systems.
Responsible for managing activities relating to desktop support, server management, network, and/or telecommunications.
Coordinate the installation and maintenance of user computing devices as well as data management, security management, performance management, capacity management and software compliance.
Responsible for the implementation of methods and procedures necessary to support all activities related to the installation change, problem resolution, performance, and operational capacities of systems.
Assist agencies of state government with the preparation of the specifications for the procurement of hardware, software and services directly related to specialty area.
Primary point of contract for vendors providing technical support and maintenance Be available to provide off-hour support for mission critical systems and major incidents impacting your environment.
Prioritize incidents to provide timely resolution, especially for missions-critical systems and VIPs.
Research hardware and software purchase options, obtain quotes, prepare CERFs and justifications.
For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at 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.
Recommended Skills Account Management Communication Confidentiality Customer Satisfaction Customer Service Data Collection Estimated Salary: $20 to $28 per hour based on qualifications.
$94,590.
00 - $107,285.
00 Annually Location :
Providence, RI Job Type:
Non-Union (99) Job Number:
6710-41621-80073 Department:
DEPARTMENT OF ADMINISTRATION Division:
Information Technology Opening Date:
08/03/2023 Closing Date:
8/12/2023 11:
59 PM Eastern Pay Grade:
0138A Classification:
Classified Scheduled Work Days; Hours of Work:
Monday - Friday; 8:
30 am - 4:
00 pm Work Week:
Non-Standard Bargaining Union:
Non-Union (99) Assignment(s)/Comments:
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 criteria 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.
Class Definition GENERAL 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 speciality 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.
Supplemental Information Preferred Qualifications /
Experience:
MSFT or other IT Certifications a plus (NET+, Security+, etc.
.
) ITIL training / certification a plus 8
years of technical team management with demonstrated performance management experience.
Associates Degree or higher in Computer / Information Systems / Cybersecurity related field
Responsibilities:
Work closely with the AIM to support Agency initiatives, budgets, to resolve technical issues quickly, and continually improve customer satisfaction.
Lead, motivate, and provide technical and professional development of the supervised staff to ensure that Agency expectations are being met and exceeded.
Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service.
Plan, organize, coordinate, supervise and review the work of technical support team and others assigned to assist.
Partner with cross-functional support teams.
Work closely with legal and safety departments to make sure activities remain compliant.
Oversee surplus and stocked inventory of hardware.
Maintain a Network User Account Management program that ensures Agency authorized personal approve all network access and permissions to systems and data.
Adhere to Security compliance to ensure that access to confidential information is minimum necessary and network user accounts are disabled in a timely manner.
Plan for and communicate with AIM for system outages and widespread computer issues.
Ensure we have current I&O technical support and recovery documentation for all mission critical systems.
Responsible for managing activities relating to desktop support, server management, network, and/or telecommunications.
Coordinate the installation and maintenance of user computing devices as well as data management, security management, performance management, capacity management and software compliance.
Responsible for the implementation of methods and procedures necessary to support all activities related to the installation change, problem resolution, performance, and operational capacities of systems.
Assist agencies of state government with the preparation of the specifications for the procurement of hardware, software and services directly related to specialty area.
Primary point of contract for vendors providing technical support and maintenance Be available to provide off-hour support for mission critical systems and major incidents impacting your environment.
Prioritize incidents to provide timely resolution, especially for missions-critical systems and VIPs.
Research hardware and software purchase options, obtain quotes, prepare CERFs and justifications.
For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at 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.
Recommended Skills Account Management Communication Confidentiality Customer Satisfaction Customer Service Data Collection Estimated Salary: $20 to $28 per hour based on qualifications.
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