Lead IT Technician II

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.

• Provides input in selecting, training and providing day-to-day lead work guidance and direction to front-line IT Customer Support Technicians and AV Technicians; assigns, schedules and monitors work for complete-ness, accuracy and conformance with University, department and legal/regulatory requirements and standards; monitors work-flow to ensure mandated deadlines are being met in an optimal manner; provides information, instruction and training on work procedures and technical, legal and regulatory requirements.
• Provides input to supervisor on employee work performance and behaviors.
• Receives, records, organizes, assigns, prioritizes and responds to help desk tickets, incoming calls, end-user walk ins and emails regarding computer-related hardware and software problems and provides follow-up support until issues are resolved; reviews help desk statistics and surveys, analyzes trends, identifies chronic problems, performs root-cause analysis and works with other leads, technical staff, vendors and supervisor to find solutions for reducing or eliminating issues.
• Assists IT Customer Support Technicians and AV Technicians with escalated situations or more complex issues, leads cross-functional teams to define and develop end-user problem-resolution plans; tracks milestones and deliverables, monitors server statistics; responds to issues if necessary and provides feedback to management.

• Leads and participates in creating and deploying images for computer labs; develops scripts to automate processes; plans, schedules, manages and completes computer lab replacement projects; builds custom images for lab area installs; tests and configures applications and new software functionalities to applicable servers and platforms; configures virtual machines; verifies software license compliance
• Leads and provides technical support for physical and virtual computer labs; installs and maintains computers, mobile devices, peripherals, and software applications, including specialized systems to meet predefined departmental and Americans with Disabilities Act (ADA) requirements.
• Leads and provides technical support to end users regarding desktop, physical and virtual, and network connectivity issues, including license updating functions; performs general hardware and software tests using diagnostic and testing equipment, and communicates with vendors as needed to identify and resolve technical issues.
• Leads and provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and how to obtain support for all information technology services.
• Leads and participates in installing and configuring desktop computers, VoIP devices, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment function; may deliver, set up and demonstrate the operation of video-conferencing equipment for meetings and events; configures and administers network server application software; installs and connects cables, IP cameras, wireless access points, WiFi, network cards and other networking components.
• Leads and participates in printer server maintenance and troubleshooting by creating printer queues, uploading printer drivers and assigning users to printers.
• Installs, configures, patches, upgrades and maintains computer operating systems and applications software while ensuring compliance with defined requirements and compatibility with the network before release to users; modifies software to satisfy user requirements; analyzes computer and software needs for future expansions.
• As assigned, provides University wide enterprise application support of print server and scanning software, web-based software; creates new users and passwords and manages permissions; modifies data utilizing administrative rights
• Works collaboratively with other technical staff to identify and implement standards for campus-specific technology support such as average response time, mean time to repair, end-user satisfaction, and number of problems resolved within a given period; develops best practices and fosters a continuous improvement of end-user support services.
• Maintains detailed inventory records of hardware, software and computer-related equipment using asset tracking and management systems to make informed decisions regarding technology purchases; disposes of obsolete assets following established procedures.
• Assists with forecasting the established cycle replacement or upgrading of desktop, laptop, printer and related technology assets; maintains proper hardware replacement planning information.
• Performs minor repairs and replaces parts on technology-related equipment; contacts computer manufacturers' technical support representatives for in-depth triage of computer issues and software, equipment specifications, repairs and replacement parts; tracks, registers and ensures compliance of equipment warranties and licenses and maintains related documentation for departmental workflow and
• warranty claims as necessary.
• May function as lead for college 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, quotes, benchmarks, costs, orders and receipts of hardware, software and computer-related purchases.
• Creates and maintains a variety of documents including configuration information, installation procedures, standard user instructions, training materials and statistical or other reports.
• May assist Network Administrator or Systems Administrator in creating folders, file shares and network connections; assists with active directory maintenance such as creating security groups, distribution groups, user accounts and computer accounts and applying rights and permissions to users; may assist with system administration including installing, configuring and troubleshooting operating systems, user accounts and applications.
• Participates in professional development activities to increase cultural humility to enhance equity practices within the University.

OTHER DUTIES:

• Attends various meetings and may serve on committees and task forces.
• Utilizes online and other resources to keep current on rapidly changing technologies and trends in hardware and software troubleshooting, automation technologies and other changes that could improve IT end-user support for the University.
• Troubleshoots malware, ransomware and other viruses following established procedures.
• 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.
• May help maintain and support server-based applications involving client management, help desk, paid printing, leased printers and copiers and other campus services.
• Performs related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

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.

• An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least four years of progressively responsible experience in providing customer support services to computer end users in a local area network (LAN) environment; or an equivalent combination of training and experience.
• Experience in an information systems environment similar in size and complexity to that of the University is preferred.
• Effective organizational skills to manage concurrent assignments, priorities and projects in a highly demanding teaching and learning environment.
• Ability to develop and maintain professional relationships with campus stakeholders and vendors.
• Maintain a customer-focused attitude dedicated to helping the institution meet its strategic objectives.

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

Knowledge, Skills and Abilities:

Knowledge of:

• Extensive knowledge of multi-platform hardware, software and peripherals.
• University or campus help desk functions, policies and procedures.
• 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.
• Operational characteristics of various computer systems and operating environments used throughout the University or campus; operation and application of a wide variety of computer applications and network software.
• University processes and tools used to build and deploy computer system images.
• Tools, equipment and safety practices used in maintenance and repair of computers and peripheral equipment.
• General principles of design, development, implementation and operation of voice, video, storage and data networks.
• Best security practices to ensure protection against potential security threats such as viruses, malware, and spam.
• Effective customer service practices and etiquette
• New trends and developments in computer and network technology.
• Documentation procedures and record-keeping and report preparation techniques.
• Research techniques, methods and procedures.
• Methods and practices of developing and providing user training.
• Applicable federal, state and local laws, rules and regulations [including OSHA rules and regulations if applicable].
• 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 and collective bargaining agreements.

Skills and Abilities to:

• Manage high-volume work-ticket systems.
• Troubleshoot, diagnose and resolve complex and ambiguous computer software and network connectivity problems and failures.
• Utilize diagnostic test procedures and equipment.
• Provide prompt and appropriate technical support service to information system end users.
• Obtain accurate and complete information from end users, in person and by telephone, to identify their 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 different levels of computer literacy.
• Prepare clear, concise and accurate systems documentation and reports of work performed.
• Analyze problems, evaluate alternatives 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 applicable laws, codes, regulations, 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.
• 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 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 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.