Lead IT Technician

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.