Lead IT Technician

Touro University•Vallejo, CA

10d

About The Position

Under the direction of the Director of Information Technology, this position will oversee a team of front-line IT Support Technicians responsible for providing a wide array of technology services to students, faculty, and staff across academic, administrative, and executive divisions ; The Lead IT Technician is responsible for hardware and software procurement, licensing compliance and asset management; assist with network and operating system maintenance functions; perform primary enterprise application support; and performs related duties as assigned.

Requirements

Extensive knowledge of desktop hardware, software, and peripherals.
University or campus help desk functions, policies, and procedures (Service Now experience preferred)
Advanced problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment, and various network connections.
Best practices, methods and equipment used in troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures.
Knowledge of tools used to build and deploy computer system images (KACE experience preferred)
Tools, equipment, and safety practices used in maintenance and repair of computers and peripheral equipment.
General knowledge of voice, video, storage, and data networks.
Security best practices to ensure protection against potential threats such as viruses, malware, and spam.
Effective customer service practices and etiquette
Current trends and developments in computer and network technology.
Documentation procedures and recordkeeping and report preparation techniques.
Methods and practices of developing and providing user training.
Proper English usage including grammar, spelling, and punctuation.
Safety policies and work practices applicable to the work being performed.
Principles and practices of employee work guidance and direction.
Personnel Commission Rules, Administrative Regulations, Human Resources procedures.
Triage and direct high-volume work-ticket requests.
Troubleshoot, diagnose, and resolve complex and sometimes ambiguous computer software and network connectivity problems and failures.
Utilize diagnostic test procedures and equipment.
Provide prompt and appropriate technical support service to both end users and support team members.
Obtain accurate and complete information from end users, in person and by telephone, to identify needs and problems and develop responses and solutions.
Maintain accurate inventory of computer hardware and software components.
Write instructions in a manner that can be understood by end users with diverse levels of computer literacy.
Prepare clear, concise, and accurate systems documentation and reports of work performed.
Analyze problems, evaluate solutions, and recommend or adopt effective courses of action in accordance with established policies and procedures.
Set priorities and exercise sound judgment within areas of responsibility.
Understand, interpret, explain, and apply policies and procedures.
Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.
Communicate effectively, both orally and in writing.
Understand and follow written and oral instructions.
Operate a computer and use standard business software applications.
Establish and maintain effective working relationships with all those encountered in the course of work.
A valid California driver's license and the ability to maintain insurability under the University's vehicle insurance program.

Responsibilities

Provides input in selecting, training and providing day-to-day lead work guidance and direction to front-line IT Support Technicians; assigns, schedules and monitors work for completeness, accuracy and conformance with University, departmental and legal/regulatory requirements; monitors workflow to ensure deadlines are met; provides information, instruction and training on work procedures and technical, legal and regulatory requirements.
Provides feedback to the Director on employee work performance and behavior.
Receives, records, organizes, assigns, prioritizes, and responds to help desk tickets, incoming calls, end-user walk-ins and emails regarding technology related problems and provides follow-up support until issues are resolved; identifies chronic/recurring problems, performs root-cause analysis, and works with IT department team members to find solutions for reducing or eliminating issues.
Assists IT Support Technicians with escalated situations and more complex issues.
Creates and deploys images for computers; oversees computer lab replacement projects; builds custom images for lab area installs; verifies software license compliance.
Communicates with vendors as needed to identify and resolve technical issues.
Leads and provides end-user training in the proper use of deployed technology, helping ensure end users are aware of available technologies and how to obtain support for all information technology services.
Assists with set up of video-conferencing equipment for meetings and events, demonstrates the operation of same.
Installs, configures, patches, upgrades, and maintains computer operating systems and application software while ensuring compliance with defined requirements and compatibility with the network before release to users; analyzes computer and software needs for future expansions.
Works collaboratively with staff to identify and implement standards for campus-specific technology support such as average response time, end-user satisfaction, and number of problems resolved within a given period; develops best practices and fosters a continuous improvement of support services.
Maintains detailed inventory records of hardware, software and computer-related equipment using asset tracking and management systems; disposes of obsolete assets following established procedures.
Assists with forecasting the established replacement cycle for upgrading desktop, laptop, printer, and related technologies; maintains proper hardware replacement planning information.
Performs minor repairs and replaces parts on technology-related equipment; tracks and ensures compliance of equipment warranties and maintains related documentation for departmental workflow and warranty claims, as necessary.
May function as lead for hardware and software procurement, licensing compliance and special projects that span multiple divisions or are University wide; provides input and recommendations on hardware specifications required to meet the computing needs of end users; obtains bids and quotes for software and other computer-related purchases.
Creates and maintains a variety of documents including configuration information, installation proce-dures, standard user instructions.
Participates in professional development activities and encourages these for the rest of the team.
Attends various meetings and may serve on committees and task forces.
Remains aware of rapidly changing technologies and trends in hardware and software support, troubleshooting and automation technologies.
May install mounts, speakers or other technology that requires use of hand tools, ladders and safety practices when working near electricity and mounting from ceilings.
May provide audio-visual support in classrooms and at events including classroom installations.
Performs related duties as assigned.