Sr User Device Admin

JOB SUMMARY

Provides day-to-day tier three technical support to employees for network infrastructure and end user access devices including workstations, laptops, hand-held devices, printers, phone sets, LAN servers, portable learning devices, audio/visual gear and educational technologies as needed. Completes the definition, selection, design, imaging or end user computing devices, This User Device Administrator (UDA) position differs from the Customer Service Specialist (CSS) position in that the UDA position defines, selects, designs, images, and provides third tier support. The CSS position is focused on service resolution, incident management, and providing the first two tiers of support. 
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues. Develops, analyzes and maintains tools that support and automate processes for hardware or software product release. Communicates highly technical information to both technical and nontechnical personnel, and recommends hardware and software solutions, including new acquisitions and upgrades. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

Use of this job family outside of centralized IT requires approval from the Chief Financial Officer, the Technology Information Officer and the Deputy Superintendent Human Talent.
 

MAJOR DUTIES & RESPONSIBILITIES

• Provides day-to-day tier three technical support to employees for end user access devices including workstations, laptops, hand-held devices, portable learning devices, basic audio/visual gear and educational technologies as needed.
• Maintains passwords, data integrity and file system security for the end user devices environment. 
• Writes installation scripts and programs for installation of products. 
• Installs and troubleshoots systems.
• Completes the definition, selection, design, imaging of end user computing devices.
• May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
   

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

• Performs other job-related duties as assigned.

EDUCATION

Bachelor’s Degree or
In lieu of a Bachelor’s degree, additional equivalent and directly related education and experience, as determined by Human Resources and the hiring manager, can fulfill the degree requirement. Equivalent experience is 4 years in a related field, in addition to the minimum experience requirement of 5 to 7 years.
 

WORK EXPERIENCE

5-7 years 

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Has completed all levels of certification. Works to develop industry-level knowledge on new enhancements and developments coming in the next 1-5 years. Is actively working on a certification level in a related field. Basic office equipment and Microsoft Office.

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. Senior level positions are expected to provide work guidance, technical advice, training, and mentoring to other employees. These positions are expected to share information with less senior positions as they help them develop their skills.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work is substantially complex, varied and regularly requires the selection and application of technical and detailed guidelines. Independent judgment is required to identify, select, and apply the most appropriate methods as well as interpret precedent. Position regularly makes recommendations to management on areas of significance to the department. Supervision received typically consists of providing direction on the more complex projects and new job duties and priorities.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made with greater freedom and discretion, including recommendations that are subject to approval on matters that may affect multiple departments across HISD. Job is frequently expected to recommend new solutions to problems, to improve existing methods/procedures/services and generate new ideas. May also review decisions made by other individuals on more routine matters.

IMPACT OF DECISIONS

Decisions have moderate impact to the facility/department or division, causing increased satisfaction or dissatisfaction; producing efficiencies or delays; promoting or inhibiting personal intellectual or professional development; and/or contributing to financial gain or expense. Errors may be serious, usually not subject to direct verification or check, causing losses such as improper cost calculations, overpayment or improper utilization of labor, materials or equipment. Effect usually confined to the organization itself and is short term.

COMMUNICATION/INTERACTIONS

Collaborate and solve problems – works with others to resolve problems, clarify or interpret complex information/policies, and provide initial screening/negotiations without approval authority. Interactions are typically with customers, senior level professional staff, and managers. Has achieved certification in at least one (1) IT discipline, most likely the area of specialty. Remains current in primary and new IT disciplines. Is working to broaden this across disciplines and stays on top of emerging technologies on a 1-7 year time frame.

CUSTOMER RELATIONSHIPS

Regularly assesses and diffuses complex, and escalated customer issues. Takes personal responsibility and accountability for solving systemic customer service problems. Regularly explores alternative and creative solutions to meeting the needs of the customer within HISD's policies and guidelines.

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion: Substantial movements of the wrists, hands, fingers, and/or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. Sitting: Particularly for sustained periods of time. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.