Support Center Team Lead
Hayward, CA

Job Description

Support Center Team Lead

Employer:

Alameda County Office Of Education

Date Posted:

7/1/2019

Contact:

Robbie White

Number Openings: (At time of posting)

1

Length of Work Year:

261

Employment Type:

Full Time

Application Deadline:

7/22/2019 11:59 PM Pacific

Salary:

MONTHLY SALARY RANGE: : $6,791.12 - $8,255.95 (5 Steps/Range 21, CSEA)

Date Posted: 7/1/2019 Application Deadline: 7/22/2019 11:59 PM Pacific Employment Type: Full Time Length of Work Year: 261 Salary: MONTHLY SALARY RANGE: : $6,791.12 - $8,255.95 (5 Steps/Range 21, CSEA) Number Openings: (At time of posting) 1 Contact: Robbie White Email: rwhite@acoe.org Phone:

FTE:

1.0

FTE: 1.0

Job Description / Essential Elements:

Click Here to View

Requirements for Applying

THE POSITION The Support Center Team Lead provides online technical support and analysis for ACOE staff and client district personnel; performing the lead role in implementing the Support Center strategy; acting as a liaison between the client and the technical support staff; providing assistance and management of the Technology Services Department; performing technical or specialized assistance as a primary backup resource for several Technology Service units. TYPICAL DUTIES

Collaborates with a variety of internal and external parties (e.g. court school staff, receivers of E-waste recycling, etc.) for the purpose of providing and/or receiving information and addressing organizational objectives. Creates and maintains network user accounts (e.g. rights, security information, print queue, user files, directory structures, etc.) for the purpose of ensuring availability of services to authorized users. Oversees the daily activities of the Service Desk for the purpose of providing guidance and support to other staff and to ensure completion of service requests within established guidelines. Researches topics related to current and emerging web-based technologies for the purpose of securing information for planning and developing new program/services; including providing advice on computer standards and purchasing of equipment, hardware and software. Serves as a technical resources to ACOE staff and client district staff for the purpose of providing information and/or advice regarding active or planned projects. Trains district and ACOE clients in software application procedures in groups and individually (e.g. operations systems, database applications, productivity software, etc.) for the purpose of providing ongoing support, maximizing the capabilities of assigned staff and ensuring program outcomes are achieved.

QUALIFICATIONS

Job related experience within a specialized field with increasing levels of responsibility is required. Community college and/or vocational school degree with study in job-related area. Associates degree (A.A.) or equivalent in Computer Information Systems or related field; five years of progressively responsible related experience and/or training, two years of which include help desk support; or equivalent combination of education and experience.

LOCATION: Alameda County Office of Education, 313 West Winton, Hayward, CA 94544 APPLICATION SCREENING & EXAMINATION PROCESS: A review of the candidates' EdJoin Online Applications to verify possession of minimum qualifications. Those candidates complete the EdJoin Online Application and who possess the minimum qualifications for the class will move on to the next step in the examination process. Those invited to participate will be notified via email of the date, time, and place of the examinations. We reserve the right to make changes to the announced examination components. The process is as follows:

* Application & Supplemental Appraisal……………..PASS/FAIL
* Written Exam*…………………………………..........Weighted 50% (TBD)
* Technical Oral Interview*…………………........Weighted 50% (TBD)
* Candidates must attain a minimum score of 70% on all scored processes.

REQUIRED DOCUMENTS

1. Completed EdJoin Online Application/Supplemental Questionnaire 2. Written Exam 3. Resume 4. Transcripts (must provide prior to hire)

Requirements for Applying

THE POSITION The Support Center Team Lead provides online technical support and analysis for ACOE staff and client district personnel; performing the lead role in implementing the Support Center strategy; acting as a liaison between the client and the technical support staff; providing assistance and management of the Technology Services Department; performing technical or specialized assistance as a primary backup resource for several Technology Service units. TYPICAL DUTIES

Collaborates with a variety of internal and external parties (e.g. court school staff, receivers of E-waste recycling, etc.) for the purpose of providing and/or receiving information and addressing organizational objectives. Creates and maintains network user accounts (e.g. rights, security information, print queue, user files, directory structures, etc.) for the purpose of ensuring availability of services to authorized users. Oversees the daily activities of the Service Desk for the purpose of providing guidance and support to other staff and to ensure completion of service requests within established guidelines. Researches topics related to current and emerging web-based technologies for the purpose of securing information for planning and developing new program/services; including providing advice on computer standards and purchasing of equipment, hardware and software. Serves as a technical resources to ACOE staff and client district staff for the purpose of providing information and/or advice regarding active or planned projects. Trains district and ACOE clients in software application procedures in groups and individually (e.g. operations systems, database applications, productivity software, etc.) for the purpose of providing ongoing support, maximizing the capabilities of assigned staff and ensuring program outcomes are achieved.

QUALIFICATIONS

Job related experience within a specialized field with increasing levels of responsibility is required. Community college and/or vocational school degree with study in job-related area. Associates degree (A.A.) or equivalent in Computer Information Systems or related field; five years of progressively responsible related experience and/or training, two years of which include help desk support; or equivalent combination of education and experience.

LOCATION: Alameda County Office of Education, 313 West Winton, Hayward, CA 94544 APPLICATION SCREENING & EXAMINATION PROCESS: A review of the candidates' EdJoin Online Applications to verify possession of minimum qualifications. Those candidates complete the EdJoin Online Application and who possess the minimum qualifications for the class will move on to the next step in the examination process. Those invited to participate will be notified via email of the date, time, and place of the examinations. We reserve the right to make changes to the announced examination components. The process is as follows:

* Application & Supplemental Appraisal……………..PASS/FAIL
* Written Exam*…………………………………..........Weighted 50% (TBD)
* Technical Oral Interview*…………………........Weighted 50% (TBD)
* Candidates must attain a minimum score of 70% on all scored processes.

REQUIRED DOCUMENTS

1. Completed EdJoin Online Application/Supplemental Questionnaire 2. Written Exam 3. Resume 4. Transcripts (must provide prior to hire)

ADDITIONAL INFORMATION FOR APPLICANTS

* HOW TO APPLY: All applicants must submit an application via the EDJOIN website by 11:59 p.m. on the posted closing date. All required documents must be submitted with the application for consideration. To be considered for this position, all applicants must fully complete the EdJoin Online Application. Resumes will be accepted, but WILL NOT substitute for completing the EdJoin Online Application.
* EXAMINATION PROCEDURES: The examination will consist of test parts that relate to job performance. These may include a written examination, a skills performance test, a comparative evaluation of education and experience, and/or an oral examination before a Qualifications Appraisal Board. All oral examinations are electronically recorded. An overall passing score of 70% is required for placement on the eligibility list.
* APPLICANTS WITH DISABILITIES: As required by law, reasonable accommodation will be made to ensure the participation of qualified disabled applicants in the examination process. Disabled applicants must submit their needs in writing at the time of application. If necessary, the Personnel Commission Services Office (PCSO) will contact the applicant to discuss, clarify, or if necessary, deny the request if it is determined to be "unreasonable."
* ACCOMMODATION REQUESTS: Candidates who require reasonable accommodations for any part of the examination must contact the PCSO at least three (3) days in advance of the test date at (510) 670-4109 or rwhite@acoe.org. Hearing-impaired individuals should contact the California Relay Service (CRS) at 1-800-735-2929. Failure to contact to make a request within the specified timeframe may result in an inability to accommodate.
* ALL APPLICANT COMMUNICATION: All applicant communications will be sent via email from no-reply@edjoin.org to the email address listed on the application submitted. Please make sure that you check your spam/bulk mail regularly.
* ELIGIBILITY AND APPOINTMENTS: Names of successful applicants are placed on an eligibility list (approved by the Personnel Commission) in order of their final scores. The persons with the three highest ranks are certified to each vacancy. The department with the current vacancy may appoint one of these eligible applicants. Those not selected will have their names returned to the eligibility list, and may be certified to the next vacancy. Eligibility lists are valid for one year, unless otherwise stated.
* HEALTH AND BACKGROUND INVESTIGATION: A person shall not be initially employed by a school district, or employed under contract, in a certificated or classified position unless the person has submitted to a tuberculosis risk assessment (administered by a health care provider) within the past 60 days (AB 1667). If no risk factors are identified, an examination is not required. Employees who have not identified risk factors or who test negative for TB are required to undergo screening every four years. If tuberculosis risk factors are identified, the person must be administered a TB test. If the TB test is positive, it must be followed by a chest x-ray to exclude active infectious TB. California law also requires public educational employees to be fingerprinted (through DOJ/FBI LIVESCAN) at the time of appointment and a criminal record check must be completed preceding the starting date of employment. All convictions must be declared and explained on the application.
* BENEFITS: ACOE offers a generous benefit package. Please see details on our website at https://drive.google.com/drive/folders/1mXRTrT8gkJH_qp0mJTAQaq3xXTauK4Er.
* UNION DUES: Persons appointed to positions other than Management, Supervisory, or Confidential are represented by California School Employees Association (CSEA) Local Chapter 615, and have the option to become a member of the union. Those who choose to join will have union dues deducted from their monthly wages accordingly.
* I-9/RIGHT TO WORK: All persons employed by Alameda County Office of Education are required to comply with the Immigration Reform and Control Act of 1986 by presenting documents to verify identity and authorization to work in the United States, upon hire. For more information, visit https://www.uscis.gov/i9.
* VETERAN'S PREFERENCE: In order to be granted veteran's preference, proof of veteran status must be submitted with application materials presented prior to the date of examination. Upon passing the OPEN COMPETITIVE examination process, a veteran of the United States Armed Forces who served in time of war for a period of 30 consecutive days or more and who has been discharged or released under conditions other than dishonorable, is granted preference of five points. An additional preference of five points is granted to such a veteran if he/she has a service connected disability (of 10% or more) and presents proof of current compensable disability.
* MANDATED REPORTER TRAINING: Mandated reporter training is a condition of employment. AB 1432 requires employers to train employees upon hire and annually in the detection of child abuse and neglect, the proper actions to be taken in suspected cases, and how to report them.
* EQUAL OPPORTUNITY EMPLOYER The Alameda County Office of Education prohibits discrimination, harassment, intimidation and bullying based on actual or perceived race or ethnicity, gender/sex (including gender identity, gender expression, pregnancy, childbirth, breastfeeding, and pregnancy-related medical conditions) sexual orientation, religion, color, national origin, ancestry, immigration status, physical or mental status, marital status, registered domestic partner status, age (40 and above), genetic information, political belief or affiliation (not union related), a person's association with a person or group with one or more of these actual or perceived characteristics, or any other basis protected by federal, state or local law, ordinance, or regulation in any program or activity it conducts or to which it provides significant assistance.
* MERIT SYSTEM: Merit System law, as prescribed by the California Education Code, governs all classified (non-teaching) employees. The Merit System is a method of personnel management which is designed to promote the efficiency and economy of the workforce and the good of the public by providing for the selection and retention of employees, promotional opportunities, in service training, and other related matters on the basis of merit, fitness, and the principle of "like pay for like work."
* We reserve the right to make any changes to the announced examination components.

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