Technical Support 3-Novalink Solutions

Job Description

Job Title: Technical Support 3

Company: Novalink Solutions

Location: Detroit, MI

Pay:

AI Pay Analysis: To evaluate the hourly rate for a “Technical Support 3” role in Detroit, MI, we need to compare it against industry standards and local market data. Typically, hourly rates for Technical Support roles can vary based on experience, specific technical skills, and the complexity of the support provided. As of 2023, the average hourly wage for similar roles in Detroit generally ranges from $20 to $35 per hour. If the provided rate falls within or above this range and reflects the necessary skills and experience for a Level 3 position, then it can be considered competitive. If it’s below this range, it may be viewed as less competitive relative to the market. Thus, further specific details about the offered rate would help refine the analysis for a more precise evaluation.

Job description:

This position functions as an analyst, undertaking a diverse array of professional responsibilities within an Information Technology environment. Acting as a technical expert, the incumbent is responsible for diagnosing problems, implementing solutions, administering, supporting, and maintaining computer hardware, software, and network products. The analyst provides both on-site and remote access diagnosis and resolution of hardware and software issues using a sophisticated suite of diagnostic tools and elevated privileges. Additionally, this role entails leading, coordinating, and overseeing teams engaged in developing processes, procedures, and technical specifications, as well as planning, designing, and supervising analytical and technical projects related to computer hardware, software, and network components.

Essential Duties:

• Effectively communicate, both orally and in writing, with users, unit staff, and management.
• Maintain comprehensive knowledge of systems, computer equipment, and end-user software.
• Analyze operational challenges and investigate alternative solutions while assessing potential risks.
• Initiate corrective actions and accurately record and report status updates.
• Provide training and assistance to staff and users.
• Engage in project management activities and provide server, telecommunications, and database systems support.
• Enforce security standards to protect data integrity and confidentiality.

Work Area Function:

This role is crucial in offering support to agency end users, enhancing the productivity and efficiency of their computer-related equipment and workflows. It serves as an essential technical analyst in the implementation of technological advancements and automation initiatives.

Duty Summary:

1. Technical Expertise (40% of Time):

   • Provide expert-level diagnosis, implementation, administration, and maintenance of computer hardware, software, and network products.
   • Utilize a highly integrated set of diagnostic tools to resolve hardware and software issues both on-site and remotely.
   • Develop, document, and implement new processes and procedures to enhance technical support capabilities.
   • Offer technical guidance and support to fellow technicians.
   • Administer and support applications in a client-server environment, leveraging specialized diagnostic tools.

2. Team Leadership (35% of Time):

   • Lead and coordinate teams in developing procedures and technical specifications.
   • Plan and oversee the design and implementation of computer hardware, software, and network components.
   • Create operational and installation procedures to guide IT technicians across the division.
   • Establish and uphold information technology quality assurance standards.
   • Act as a liaison among technical staff, management, users, and vendors.

3. Network and Server Administration (15% of Time):

   • Oversee and maintain remote application and file servers, network operating systems, and local area networks in collaboration with DTMB.
   • Address local area network connectivity issues and manage user group configurations.
   • Monitor local server backup systems and assist in the restoration of services following server failures.
   • Install and maintain telecommunication hardware and wiring infrastructure.
4. Other Duties:
   • Perform database administration, enforce security standards, and conduct virus and spyware remediation.
   • Pursue ongoing technical training to stay abreast of advancements and improve service delivery to agency clients.

Education and Experience Requirements:

Education:

• A Bachelor’s degree with at least 21 semester (32 term) credits in a relevant field such as computer science, data processing, computer information systems, data communications, networking, systems analysis, computer programming, information assurance, IT project management, or mathematics.

Experience:

• Information Technology Programmer/Analyst P11: No specific experience required.
• Information Technology Programmer/Analyst P12: A minimum of two years of professional experience equivalent to an Information Technology Infrastructure or Programmer/Analyst P11.

Alternate Education and Experience:

• For P11-12: An associate’s degree with 16 semester (24 term) credits in a relevant area and two years of experience as an application programmer, computer operator, or IT technician, or two years of experience as an Information Technology Student Assistant may substitute for a Bachelor’s degree.
• High school completion coupled with four years of relevant experience, including roles such as application programmer or IT technician, may also qualify as an alternative to the educational requirement.

Job Posting Date: Fri, 01 Nov 2024 08:54:19 GMT

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