Under the direction of the Director of Information Technology, functions as lead to a team of IT Customer Support Technicians responsible for providing technical support to staff, students and faculty by diagnosing, troubleshooting, repairing, installing and maintaining computers and related hardware, software, mobile devices and peripherals in physical and virtual environments, including computer labs, classrooms, laboratories, conferences rooms, offices, event spaces, and at University functions; 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.
The duties listed below are intended only as illustrations of the various 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.
The Lead IT Technician II will supervise a team of IT 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 II will mentor and advise team members on issue resolution, service provisioning, and how to effectively manage and support the institution’s technology infrastructure.
CORE COMPETENCIES: Core competencies identify the behavior an employee is expected to demonstrate.
Knowledge, Skills and Abilities:
Skills and Abilities to:
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.
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.
While performing the duties of this class, employees are regularly required to use written and oral 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.
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.
Lead IT Technician II is distinguished from IT Customer Support Technician by the former's responsibility for providing lead work direction and guidance to other IT Customer Support Technicians in addition to performing duties emphasizing advanced user and system/network technical support.