Lead IT Technician

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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; assisting with network and operating system maintenance functions;

performing primary enterprise application support; and executing related duties as assigned.

• 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, ensuring 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, demonstrating 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 procedures, 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…