Information Systems Analyst - Desktop Services and Programming Support Manager Library Department

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Job Description
Per the City’s COVID19 Mandatory Vaccination Policy, the City requires all employees starting on or after February 11, 2022, to provide proof of vaccination as a condition of employment absent a documented medical and/or religious exemption. Proof of vaccination means that employees are required to be “up-to-date” with regards to the COVID-19 vaccine. Consistent with the Santa Clara County Public Health Order issued on December 28, 2021, up-to-date means that an employee is not only fully vaccinated, but has also obtained any booster doses of a COVID-19 vaccination for which they are eligible, within 15 days of first becoming eligible.
The actual salary of selected candidates shall be determined by the final candidate’s qualifications and experience. In addition to the starting salary, employees in the Infromation Systems Analyst classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay. 
The San Jose Public Library (SJPL) is recruiting for a Desktop Services and Programming Support Manager (Information Systems Analyst) in the Library Department.  This position is an overstrength (temporary) position funded through the end of the fiscal year, but we are seeking approval to make it a permanent position in FY 2022/23.  
SJPL’s Library Information Technology (LIT) unit is responsible for the deployment, maintenance, and technical support of all publicly accessible technology: including technology centers and PC’s located at all library locations, laptops, chromebooks, and hotspots. This a technical supervisor position and will be primarily responsible for overseeing and managing end-devices, day-to-day customer support services, and supervision of the Library HelpDesk team: six Network Technicians, one full-time Library Clerk, and two interns. The position reports directly to the LIT manager. We are seeking an innovative, resourceful individual with excellent communication and problem-solving skills, and the ability to adapt to ever-evolving business needs and technical environments. 
The position is responsible for development, implementation, modification, support, and maintenance of SJPL technology systems and programs. SJPL must be able to continue to provide up-to-date digital access and plan for future of public computing needs in a diverse and underserved community. In addition, with a large, diverse workforce of over 500, SJPL employees rely on the LIT unit for equipment, software, and technical support. This position directly supervises the Helpdesk Team, overseeing day-to-day work, developing work plans, and performance managing the team. The position will collaborate with various work groups, plan/track multiple high profile projects, and manage the deployment of project resources, including projects with grant funds allocated through State and federal funding. It will require strong organizational and project management skills, including usage/data and budget/expenditure tracking and the ability to organize information into reports for the Library Executive Leadership team, Library and Education Commission and other governing bodies. The position will require awareness of the City of San Jose and SJPL policies and procedures, such as procurement, budget/finance, and best practices in information technology.
The ideal candidate must be able to take full ownership and accountability of projects to completion, using standard IT best practices for operations and security, to management and stakeholders.  This position demands a proven ability to troubleshoot and resolve complex technical issues with limited resources.  A team leader, team player and positive attitude are essential to this position. This position must have excellent verbal and written communication, be able to delegate appropriate responsibilities to the Helpdesk Team, track/follow up on multiple work orders, and escalate issues promptly. This position requires the ability to work independently as a lead for library technology projects and systems.
Duties may include but are not limited to:
Manage day-to-day service operations including desktop applications, user accounts, GPOs, SharePoint, and MS Office services.
Provide technical leadership for Library desktop infrastructure, which includes: desktop images, end-device security, device management (DeepFreeze/Faronics), mobile device management (Airwatch, JAMF, Google Enterprise), WSUS, and any other client device configuration.
Perform hands-on system configuration and advanced troubleshooting infrastructure issues to ensure service availability to meet service level expectations.
Supervise employees, develop work plans, provide training, ongoing performance management and performance appraisals.
Provide technical oversight and mentoring to engineers and technicians.
Manage and support enterprise Windows Desktop service; Build and deploy Windows images to desktops, laptops, tablets.
Manage client setups for SJPL’s catalog server.
This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.
Job Requirements
Competencies
The ideal candidate will possess the following competencies, as demonstrated in past and current employment history.  Desirable competencies for these positions may include:
Job Expertise
– Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.
The ideal candidate will also possess a combination of the following knowledge and experience:
Current technical hands-on experience in designing, configuring, implementing, managing, and troubleshooting in current technologies such as:
Windows 10, MacOS also desirable
Mobile Device Management
Hotspot Management
Desktop Images
Desktop security including antivirus and patch management
Microsoft Active Directory & GPO
VMWare
Powershell
Windows 2022/2019/2012/ Servers
Ability to understand complexities of enterprise infrastructure (Windows networking, Windows 2008/2012 server clustering, storage, VDI, etc.).
Hands-on experience managing Windows administration tools (PDQ, ADUC, GPO, PowerShell, etc.).
Working experience with Windows networking such as DHCP, DNS, subnets, gateways, etc.
Experience in building and deploying Windows 10 images.
Experience managing, configuring, deploying and troubleshooting client devices including desktops, laptops, and tablets.
Experience managing the installation and support of client devices’ operating systems and standard office applications.
Experience managing Windows security patches (WSUS) and Antivirus servers (TrendMicro and Windows Defender).
Experience managing the support of computers in an enterprise environment including updating computers’ windows registry, and creating and applying Microsoft Windows Active Directory GPOs.
Provides direction in reviewing and analyzing system logs, identifying system issues, applying remediation, and performing system preventative maintenance.
Experience with managing and troubleshooting Windows OS and applications (Windows 7, Windows 10, IE, Edge, etc.).
Ability in scripting and automation (Powershell).
Experience with Asset Management and creating/updating technical documentation.
Problem Solving–
Approaches a situation or problem by defining the problem or issue; determines the significance of problem(s); collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
Supervision
- Sets effective long and short-term goals based on a good understanding of management practices; establishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.
Team Work and Interpersonal Skills
– Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.
Planning
– Acts to align own unit’s goals with the strategic direction of the organization; defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
Analytical Thinking
– Approaching a problem or situation by using a logical, systematic, sequential approach.
Communication Skills
- Communicates effectively and responses (verbal/written) are timely, effective, positive and respectful.
Customer Service
- Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently in a timely, accurate, respectful and friendly manner.
 Project Management
– Ensures support for projects and implements agency goals and strategic objectives.
Minimum Qualifications
Education and Experience 
A Bachelor’s Degree from an accredited college or university in a relevant field, AND four (4) years of progressively responsible professional/journey level experience, of which at least two (2) years of experience include lead technical work in development, implementation and maintenance of electronic business systems/solutions, or application development and/or support.    
Acceptable Substitution  
Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis up to two (2) years.    
Completion of a Master's Degree in a relevant field from an accredited college or university may be substituted for one (1) year of the required two (2) years of experience which include lead technical work in development, implementation and maintenance of electronic business systems/solutions or application development and/or support.    
Employment Eligibility
Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.
Selection Process
The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process.  Additional phases of the selection process will consist of one or more interviews, one of which may include a practical/writing exercise.
You will be prompted to answer the following job-specific questions during the online application process:
Please select the option that best describes how you meet the minimum qualifications for this position:
Master’s Degree; and at least 4 years of progressively responsible professional/journey level experience, of which 1 year includes experience in lead technical work in development, implementation, and maintenance of electronic business systems/solutions, or application development and/or support.   
Bachelor’s Degree; and at least 4 years of progressively responsible professional/journey level experience, of which at least two (2) years of experience includes lead technical work in development, implementation, and maintenance of electronic business systems/solutions, or application development and/or support.  
At least 3 years of college (90 units); and at least 5 years of progressively responsible professional/journey level experience, of which at least two (2) years of experience includes lead technical work in development, implementation, and maintenance of electronic business systems/solutions, or application development and/or support.  
Associate Degree (or at least 60 units); and at least 6 years of progressively responsible professional/journey level experience, of which at least two (2) years of experience includes lead technical work in development, implementation, and maintenance of electronic business systems/solutions, or application development and/or support.  
None of the above.
Please select the areas of technical competency where you have comprehensive Enterprise level experience in the configuration and ongoing support (check all that apply): 
Mobile Device Management (MDM) 
Active Directory/Group Policies 
Windows 2022/2019/2012/ Servers 
Virtual Server Management 
Client OS Management
Securing Public Access Technology
Asset Management
None of the above
Do you have hands-on experience with a Mobile Device Management or Asset Management System?  Were you responsible for project management and implementation? If so, please describe in detail the project scope, challenges and your role in the project.
Do you have experience supervising a diverse technical team? If so, please describe your experience working with stakeholders from multiple departments and vendors.  What were the tools and methodologies used to ensure good communication and maintain a sense of teamwork within the group?
You must answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. In addition, please attach your resume as part of the application process. If you have questions about the duties of these positions, the selection or hiring processes, please contact Renee Bettencourt at ****.     
Base Pay
112,216
Job Address
San Jose
California
95113
United States
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