Lead IT Technician

Overview

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.

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Responsibilities

SPECIFIC RESPONSIBILITIES: The duties listed below are intended only as illustrations of the several types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

• • 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.

OTHER DUTIES

• • 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.

SUPERVISORY RESPONSIBILITIES: The Lead IT Technician will supervise a team of IT Support Technicians and will mentor and advise team members on issue resolution, service provisioning, and how to effectively manage and support the institution’s technology infrastructure.

Qualifications

CORE COMPETENCIES: Core competencies identify the behavior an employee is expected to demonstrate.

Knowledge, Skills, and Abilities:

Knowledge of:

• • 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.

Updated 11-02-2023 Lead IT Technician – Job Description

Skills and Abilities to:

• • 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.

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS A valid California driver's license and the ability to maintain insurability under the University's vehicle insurance program. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to use written and oral Updated 11-02-2023 Lead IT Technician – Job Description

communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with University managers, staff, the public and others encountered in the course of work. WORKING ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees work under typical office conditions, and the noise level is usually quiet. Some work requires using ladders and stairs. The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime.

Distinguishing Characteristics

Lead IT Technician is distinguished from the IT Support Technician role by the former's responsibility providing and leading work direction and guidance to the IT Support Technicians in addition to performing duties emphasizing advanced user and system/network technical support.

Maximum Salary

USD $75,000.00/Yr.

Minimum Salary

USD $63,750.00/Yr.

Touro University is an equal opportunity employer. Touro University treats all employees, job applicants, and students without unlawful consideration of race, ethnicity, religious creed, color, national origin, ancestry, sex (including pregnancy, childbirth or related medical condition), age, disability, medical condition, marital status, genetic information, sexual orientation, gender, gender identity, gender expression, military service or veteran status, citizenship status, or any other classification protected by applicable federal, state or local laws. We are committed to ensuring the fulfillment of this policy in all decisions, including but not limited to, recruitment, the administration of educational programs and activities, hiring, compensation, training and apprenticeship, placement, promotion, upgrading, demotion, downgrading, transfer, layoff, suspension, expulsion and termination, and all other terms and conditions of admission, matriculation, and employment.

Inquiries or complaints concerning the non-discrimination policies should be sent to Zachary Shapiro, 1310 Club Dr, CEO/Provost Suite, Vallejo, CA 94592, (707-638-5459) or, alternatively, to the Chief Compliance Officer at and 646-565-6000 x55330.