Technology Team Leader - Desktop Support

''58078'',''true'',''58078'',''false'',''Submission for the position: Technology Team Leader - Desktop Support - (Job Number: 13717)'',''false'',''58078'',''false'',''true'',''Technology Team Leader - Desktop Support'',''13717'',''!*!

POSITION SUMMARY:

Professional work that plans, assigns, schedules, leads, monitors, and reviews the work of others in assigned area. Maintains or improves the performance of assigned teams, including participating in two-way coaching discussions, providing input to performance evaluations and providing job-related training. Also leads project teams in planning, analyzing, designing, constructing, testing and implementing complex integrated information technology systems.

EXAMPLES OF PROFESSIONAL WORK:

• Plans, assigns, schedules, monitors, reviews and leads the work of others, including providing coaching, mentoring, training, guidance, and follow-up to maintain and improve team performance.
• Ensures compliance with all policies, procedures, rules and regulations.
• Directs activities of SME's in installing hardware and software, resolving operating problems, providing technical assistance and training to users and evaluating suitability and compatibility of completed installations.
• Monitors production systems and initiates corrective and restorative actions.
• Plans and schedules personnel and equipment to meet business needs in normal, abnormal and emergency situations.
• Provides and/or directs others in providing consultative services to users to enhance proposed business solutions and determine the best course of action.
• Evaluates user requests to determine feasibility, estimate cost and time requirements and assess compatibility with existing system capabilities.
• Provides direction for the resolution of new and unusual problems and responds to unique circumstances implements solutions to systemic problems.
• Develops, reviews, updates and enforces technical standards and operating procedures to ensure systems reliability, availability and capability.
• Supports ITSM practices, including incident management, problem management, change management, request fulfillment, knowledge management, and service improvement.
• Assists in disaster recovery testing.
• Participates in ongoing training to continuously upgrade leadership and technical knowledge and skills.
• Performs other job-related work as assigned.

SUPPLEMENTAL REQUIREMENTS:

Problem Management:

• Provides proactive problem management for the entire Technology Services organization and technical leadership for the Network Operations Center (NOC) and operational support staff of Technology Services. Must have advanced knowledge of Help Desk application administration and support.
• Responsible for:

ü Application coding and maintenance of Help Desk application including self-service and knowledgebase.

ü Database support of Help Desk for all information.

ü Configuration Management of all Server/network/PC devices.

ü Regular reports to Technology Services management on individual requests.

ü Provision of data on analysts for Job Factors.

ü Trend analysis.

ü Operations support for all system tape backups.

ü Lead Problem teams and participate in problem resolution and documentation.

Incident Management:

• Provides technical leadership for the resolution of all end user problems and issues, including the Help Desk, PC Support, PC Deployment, end user hardware and software configurations standards and Statement of Partnership (SOP) projects with the Project Management Office (PMO).
• Must have advanced knowledge of Help Desk system administration and support.
• Responsible for:

ü Application coding and maintenance of Help Desk system, including self-service and knowledgebase.

ü Database support of Help Desk for all information.

ü Configuration Management of all Server/network/PC devices.

ü Regular reports to Technology Services management on individual requests.

ü Provision of data on analysts for Job Factors.

ü Lead Incident teams and participate in restoration of normal service. Ensure proper documentation of the incident, resolution, and associated work-around(s) are completed.

'',''!*!

POSITION SUMMARY:

Professional work that plans, assigns, schedules, leads, monitors, and reviews the work of others in assigned area. Maintains or improves the performance of assigned teams, including participating in two-way coaching discussions, providing input to performance evaluations and providing job-related training. Also leads project teams in planning, analyzing, designing, constructing, testing and implementing complex integrated information technology systems.

EXAMPLES OF PROFESSIONAL WORK:

• Plans, assigns, schedules, monitors, reviews and leads the work of others, including providing coaching, mentoring, training, guidance, and follow-up to maintain and improve team performance.
• Ensures compliance with all policies, procedures, rules and regulations.
• Directs activities of SME's in installing hardware and software, resolving operating problems, providing technical assistance and training to users and evaluating suitability and compatibility of completed installations.
• Monitors production systems and initiates corrective and restorative actions.
• Plans and schedules personnel and equipment to meet business needs in normal, abnormal and emergency situations.
• Provides and/or directs others in providing consultative services to users to enhance proposed business solutions and determine the best course of action.
• Evaluates user requests to determine feasibility, estimate cost and time requirements and assess compatibility with existing system capabilities.
• Provides direction for the resolution of new and unusual problems and responds to unique circumstances implements solutions to systemic problems.
• Develops, reviews, updates and enforces technical standards and operating procedures to ensure systems reliability, availability and capability.
• Supports ITSM practices, including incident management, problem management, change management, request fulfillment, knowledge management, and service improvement.
• Assists in disaster recovery testing.
• Participates in ongoing training to continuously upgrade leadership and technical knowledge and skills.
• Performs other job-related work as assigned.

SUPPLEMENTAL REQUIREMENTS:

Problem Management:

• Provides proactive problem management for the entire Technology Services organization and technical leadership for the Network Operations Center (NOC) and operational support staff of Technology Services. Must have advanced knowledge of Help Desk application administration and support.
• Responsible for:

ü Application coding and maintenance of Help Desk application including self-service and knowledgebase.

ü Database support of Help Desk for all information.

ü Configuration Management of all Server/network/PC devices.

ü Regular reports to Technology Services management on individual requests.

ü Provision of data on analysts for Job Factors.

ü Trend analysis.

ü Operations support for all system tape backups.

ü Lead Problem teams and participate in problem resolution and documentation.

Incident Management:

• Provides technical leadership for the resolution of all end user problems and issues, including the Help Desk, PC Support, PC Deployment, end user hardware and software configurations standards and Statement of Partnership (SOP) projects with the Project Management Office (PMO).
• Must have advanced knowledge of Help Desk system administration and support.
• Responsible for:

ü Application coding and maintenance of Help Desk system, including self-service and knowledgebase.

ü Database support of Help Desk for all information.

ü Configuration Management of all Server/network/PC devices.

ü Regular reports to Technology Services management on individual requests.

ü Provision of data on analysts for Job Factors.

ü Lead Incident teams and participate in restoration of normal service. Ensure proper documentation of the incident, resolution, and associated work-around(s) are completed.

'',''!*!

OPEN REQUIREMENTS:

Bachelor of Science degree in Computer Engineering, Computer Science, Information Systems Security, Information Technology, or related discipline and six (6) years of professional experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.

• OR-

Ten (10) year combination of education, training and experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.

Required to help maintain 24 X 7 systems availability.

LICENSE/CERTIFICATION/REGISTRATION:

A valid driver''s license is required prior to employment and must be maintained during employment in this classification.

Certification, Registration and/or Training specific to the job may be required during employment.

The minimum salary for this position is $86,424.00 Salary will vary based on education, experience, skills, and abilities.

PHYSICAL REQUIREMENTS:

Sitting

Up to 7 hours per day

Lifting

Up to 2 hours per day

Walking

Up to 2 hours per day

Up to 50 max. pounds

Standing

Up to 3 hours per day

Pushing

Will not generally apply

Bending

Up to 2 hours per day

Up to 50 max. pounds

Squatting

Up to 1 hour per day

Pulling

Will not generally apply

Stooping

Up to 2 hours per day

Up to 50 max. pounds

Reaching

Up to 2 hours per day

Climbing

Up to 1 hour per day

Balancing

Up to 1 hour per day

Stairs

Up to 1 hour per day

Twisting

Up to 1 hour per day

Ladder

Will not generally apply

Crawling

Will not generally apply

Step-stool

Will not generally apply

Kneeling

Will not generally apply

Excessive heat

Will not generally apply

Typing

Up to 6 hours per day

Excessive cold

Will not generally apply

Data Entry

Up to 6 hours per day

Dust

Will not generally apply

Humidity

Will not generally apply

Loud Noise

Will not generally apply

Hands in Water

Will not generally apply

Unusual hearing or vision demands:

None specified

Other physical demands or notes:

JEA employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

Must possess sufficient strength and agility to perform lifting, climbing and carrying of tools and equipment. Able to wear appropriate safety equipment; work at heights and perform arduous duties.

'',''!*!

OPEN REQUIREMENTS:

Bachelor of Science degree in Computer Engineering, Computer Science, Information Systems Security, Information Technology, or related discipline and six (6) years of professional experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.

• OR-

Ten (10) year combination of education, training and experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.

Required to help maintain 24 X 7 systems availability.

LICENSE/CERTIFICATION/REGISTRATION:

A valid driver''s license is required prior to employment and must be maintained during employment in this classification.

Certification, Registration and/or Training specific to the job may be required during employment.

The minimum salary for this position is $86,424.00 Salary will vary based on education, experience, skills, and abilities.

PHYSICAL REQUIREMENTS:

Sitting

Up to 7 hours per day

Lifting

Up to 2 hours per day

Walking

Up to 2 hours per day

Up to 50 max. pounds

Standing

Up to 3 hours per day

Pushing

Will not generally apply

Bending

Up to 2 hours per day

Up to 50 max. pounds

Squatting

Up to 1 hour per day

Pulling

Will not generally apply

Stooping

Up to 2 hours per day

Up to 50 max. pounds

Reaching

Up to 2 hours per day

Climbing

Up to 1 hour per day

Balancing

Up to 1 hour per day

Stairs

Up to 1 hour per day

Twisting

Up to 1 hour per day

Ladder

Will not generally apply

Crawling

Will not generally apply

Step-stool

Will not generally apply

Kneeling

Will not generally apply

Excessive heat

Will not generally apply

Typing

Up to 6 hours per day

Excessive cold

Will not generally apply

Data Entry

Up to 6 hours per day

Dust

Will not generally apply

Humidity

Will not generally apply

Loud Noise

Will not generally apply

Hands in Water

Will not generally apply

Unusual hearing or vision demands:

None specified

Other physical demands or notes:

JEA employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

Must possess sufficient strength and agility to perform lifting, climbing and carrying of tools and equipment. Able to wear appropriate safety equipment; work at heights and perform arduous duties.

'',''US Dollar (USD)'',''

225 N Pearl Street (225 N Pearl Street)

225 N Pearl Street

Jacksonville, 32202

'',''225 N Pearl Street'',''225 N Pearl Street'','''',''Jacksonville'',''32202'',''Sep 10, 2026, 3:41:23 PM'',''Sep 10, 2026, 3:41:23 PM'',''Sep 24, 2026, 10:59:00 PM'',''Sep 24, 2026, 10:59:00 PM'',''false'',''58078'',''58078'',''true'',''58078'',''false'',''Submission for the position: Technology Team Leader - Desktop Support - (Job Number: 13717)'',''false'',''58078'',''false'',''true''