Recommendations on IT Staffing

Recommendations on IT Staffing

I would like to start by identifying what we have found to be some loose “norms” on staffing such positions. A typical organization requires approximately one hour per week per computer. For example, if you have 40 computers, one full time person would be required, or for 80 computers, two people would be required. The work involved includes a wide range of activities with very differing skill sets required.

Approximately 75% of the time involves what I will term as “User Help Desk Support”. This person would perform functions such as helping users accomplish difficult tasks with their systems, installing user software, changing printer toner cartridges, administering backup procedures and anti-virus concerns, etc. It specifically does not include hardware modifications. It specifically excludes any work with server software. The person would be a “Power-User.”

The qualifications for this job are not so much technically oriented as they are requiring in-depth knowledge of the use and operation of your company’s particular software and hardware. The individual should have a strong familiarity with, and aptitude for multi-tasking use of office productivity software (Such as Microsoft Office). They should have extensive experience with the software used most by your organization and the ability to learn new software quickly. One of the most important characteristics is the ability to effectively work with your end-users and communicate the needed information in a manner which makes the users feel comfortable. The individual should have a strong ability and commitment to learning. I personally spend about two hours per day doing nothing but studying, to stay abreast of evolving technology. Your employee needs a similar commitment of time and energy. It is also important to stress that the requirements emphasize aptitude and knowledge, personal learning traits, and personality more than technical expertise.

The estimated salary for a person with these qualifications varies from market to market. The best way to determine a competitive salary is to search job sites (such as Monster.com) for entry-level positions offered in your market. Generally, don't try and hire experienced support as the skill sets often do not transfer from company to company. Concentrate on hiring a person with the “User Help Desk Support” skillset and develop the more advanced skills in-house. This ensures that the individual's expertise are targeted towards your company's needs. Approximately 25% of the position should be training to develop more advanced skills (discussed below). Remember, offering time and resources to improve a person's skills makes them more valuable in the marketplace. This should be offered as a major job benefit.

Another 15% to 20% of the time involves “System Administrator” work. This would include functions such as adding and deleting users, setting up email accounts, establishing network shares, and controlling user access to them, administering network security, etc. This person requires all the abilities of the “Power User” described above, and additionally should complete a course in server administration and networking. A higher level of technical ability is required; however, heavy technical experience is not an absolute necessity. Once, the staffer has reached this skill level (generally after a year) it is important to reevaluate compensation. Once again, a search of competitive positions should provide information about salary levels in your area. It may be appropriate to let the staffer go and hire a new entry-level position if your company's size and needs haven't grown at the same pace as your IT staffer's skillset.

The skills required for the functions involved in the final 5% - 10% of the work are highly technical and much more difficult to find. They include such things as providing the vision for software and hardware migration plans to keep up with your corporate goals, installing and configuring server hardware and software, repairing and upgrading user computers, and trouble-shooting network problems. The individual filling this role would probably have a major certification, (MCSE, CNA, etc.) several years experience working with server systems, and an ongoing awareness of industry capabilities, trends, and cost-effectiveness factors. The individual filling these requirements earn highly competitive salaries and would expect to be compensated at a level comparable to junior professionals in your area. In addition to being difficult to recruit, these individuals are hard to keep as they are in high demand. I would also like to note that these functions are seldom handled well by an in-house person in a small organization. They require someone who specializes more in these types of functions and works with them day in and day out, rather than just 5% - 10% of the time. Large organizations do this in-house, but they have a team of technicians where one individual can specialize in these functions.

My recommendation is to retain a staff member who fills the Power User or System Administrator role, and out-source the higher-end functions that typically require someone who works on those types of functions more frequently than 5% - 10% of the time. Our services could include helping you screen candidates to assess their skill levels after you have determined that they possess the other qualities you are looking for. I recommend that you set up a “technology team” who will meet approximately once per month to review your technology status, needs, goals, schedules, and procedures. This team would desirably include your in-house Power User or System Administrator, a member of management, who can evaluate the impact on overall corporate goals, and an outside consulting firm such as ours who is heavily experienced in both the technology and its adaptability to various business applications.