Lead End User Support Technician
Company: University of California - Santa Barbara
Location: Santa Barbara
Posted on: March 12, 2025
Job Description:
Apply for JobJob ID76735
LocationUCSB Campus
Full/Part TimeFull Time
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Job Posting Details
Department Marketing Statement:There is a reason UCSB has been
named the Best Place to Work by our local media for several years
running. Whether our employees are on our stunning campus, or
working remotely or hybrid, they tell us they value the
flexibility, stability and rich benefits we offer. Come join us as
we support the mission of one of the finest public institutions in
the nation. UC Santa Barbara is consistently recognized for
excellence across broad fields of study. Set alongside the glorious
California coast, our dynamic environment inspires scholarly
ambition and creativity. Information Technology Services (ITS), the
Campus' central IT unit, contributes to UC Santa Barbara's mission
of research, teaching, and community service by partnering with the
Campus community to efficiently deliver IT infrastructure and
enterprise application services to faculty, students, staff, and
affiliates. Join us in supporting the technology making world class
research possible!Benefits of Belonging:Working at UC means being
part of this vibrant institution that shines a light on what is
possible. People make UC great, and UC recognizes your
contributions by making this a great place to work. Excellent
retirement and health are just one of the rewards. Learn more about
the benefits of working at UC and why You Belong at UC.Brief
Summary of Job Duties:Under the direction of the Manager, End User
Support Group, the Lead End User Support Technician delivers end
user services to all users in the Administrative Services Division.
Provides technical leadership in windows system administration and
support, information system implementation and support, systems
analysis, network management, programming, report creation and
generation, and troubleshooting. Scope of support includes all
areas of the Administrative Services Division. Related duties
include request management, resolution, and escalation of customer
requests through completion. This includes installation,
configuration, and troubleshooting of local network connections,
desktop computers, thin client devices, printers, desktop software
and line of business systems. The Lead End User Support Technician
provides strategic input to management in the areas of end user
support technologies. Works collaboratively with department,
division and campus colleagues and serves as backup for other
members of the Information Technology Services support team.
Maintains an advanced technical understanding of current Windows
operating system, office productivity software, and standardized
workstation to provide tier two support to Information Technology
Services technical staff. Maintains regular end user communication
with strong ability to maintain effective client and colleague
rapport. The End User Support Group provides support for
standardized desktops, administrative information systems, database
systems, and software applications utilized by Administrative
Services, with a focus on aligning IT services with the needs of
business based upon an understanding of ITIL practices.Required
Qualifications:
BS/BA Degree or equivalent experience
and/or training.4-6 years of experience providing technical
leadership in windows system administration and support,
information system implementation and support, systems analysis,
network management, patch management, and troubleshooting.
Preferred Qualifications:
7-9 years of experience providing
technical leadership in windows system administration and support,
information system implementation and support, systems analysis,
network management, patch management, and troubleshooting.
Maintains an advanced technical understanding of current Windows
operating system, office productivity software, and standardized
workstation to provide tier two support to Admin Services IT
technical staff. Maintains regular end user communication with
strong ability to maintain effective client and colleague
rapport.Primary End User Support staff member responsible for
design and setup of advanced deployment and patch management
solutions for all Administrative Services workstations, including
base operating system image and management platforms (i.e. Datto
and Microsoft SCCM).Special Conditions of Employment
Required to hold a valid driver's
license, have a driving record that is in accordance with local
policies and procedures, and/or enroll in the California Employer
Pull Notice Program.Satisfactory conviction history background
checkUCSB is a Tobacco-Free environmentMisconduct Disclosure
Requirement: As a condition of employment, the final candidate who
accepts a conditional offer of employment will be required to
disclose if they have been subject to any final administrative or
judicial decisions within the last seven years determining that
they committed any misconduct; received notice of any allegation or
are currently the subject of any administrative or disciplinary
proceedings involving misconduct; have left a position after
receiving notice of allegations or while under investigation in an
administrative or disciplinary proceeding involving misconduct; or
have filed an appeal of a finding of misconduct with a previous
employer. "Misconduct" means any violation of the policies or laws
governing conduct at the applicant's previous place of employment,
including, but not limited to, violations of policies or laws
prohibiting sexual harassment, sexual assault, or other forms of
harassment, discrimination, dishonesty, or unethical conduct, as
defined by the employer. For reference, below are UC's policies
addressing some forms of misconduct:
UC Sexual Violence and Sexual
Harassment Policy UC Anti-Discrimination Policy Abusive Conduct in
the WorkplaceJob Functions and Percentages of Time:40% Systems
Implementation and Management:
Under the direction of a manager,
developments and supports critical IT services. Contributes on the
planning, design, implementation and support of various end user
devices providing IT services to the Administrative Services
Division. Contributes to the implementation and support of
administrative information systems for Administrative Services
departments. Participates in needs analysis, specification of
requirements, and evaluation of software products. Works with
project teams, software vendors and end users to coordinate
implementation of administrative information systems. Responsible
for the provision of Desktop Support services to the Administrative
Services. Areas of responsibility include operating systems
integrity, software support and security. Works to establish
support service levels with Administrative Services and IT
Management and customers.35% IT Systems Support:
Under the direction of a manager,
provides ongoing support for all end user devices in the
Administrative Services departments and serves as a primary point
of contact for maintaining Service Desk standards and deliverables.
Works with online work ticket software to manage incidents and
requests from end users. Assists in the management of IT services
via Microsoft-based servers, including domain controllers, file
servers, application servers, and web servers. Coordinates backup
strategy for all Administrative Services business data with data
center personnel. Creates and updates documentation regarding
Administrative Services hardware and support procedures. Provides
high-level technical analysis, troubleshooting and support to unit
representatives and technical staff. Assists the support team
during system downtime emergencies to determine troubleshooting and
business resumption strategies. Acts as project leader on more
advanced system upgrades and implementations delegating project
leadership on more routine efforts to other members of the
Technical Infrastructure Group. Participates in key process
improvements for the computing environment in Administrative
Services.20% Systems Support:
Under the direction of a manager,
provides leadership to the support team during system downtime
emergencies to determine troubleshooting and business resumption
strategies. Diagnoses symptoms, determines root causes, and
develops solutions for problems with collaboration systems,
database systems and file and print systems. Provides high level
technical analysis, troubleshooting and support to unit
representatives and technical staff.5% Other Duties:
Under the direction of the manager,
recognizes, identifies and suggests improvements in areas where
existing policies and procedures require change or where new ones
need to be developed and work to implement and support change as
needed. Participates with other senior technical staff to establish
strategic technology directions. Participates actively in all
systems management functions. Maintains and enhances professional
skills and expertise. Responsible for a variety of administrative
tasks. Leads technical projects and or customer teams as required.
Other duties as assigned.Policy on Vaccination Programs As a
condition of employment, you will be required to comply with the
University of California Policy on Vaccinations Programs. As a
condition of Physical Presence at a Location or in a University
Program, all Covered Individuals* must participate in any
applicable Vaccination Program by providing proof that they are
Up-to-Date with any required Vaccines or submitting a request for
Exception in a Mandate Program or properly declining vaccination in
an Opt-Out Program no later than the Compliance Date (Capitalized
terms in this paragraph are defined in the policy.). Federal,
state, or local public health directives may impose additional
requirements. For more information, please visit:
UC Santa Barbara COVID-19 Information
https://www.ucsb.edu/COVID-19-informationUniversity of California
Policy on Vaccinations https://policy.ucop.edu/doc/5000695/*
Covered Individuals: A Covered Individual includes anyone
designated as Personnel or Students under this policy who
Physically Access a University Facility or Program in connection
with their employment, appointment, or education/training. A person
accessing a Healthcare Location as a patient, or an art, athletics,
entertainment, or other publicly accessible venue at a Location as
a member of the public, is not a Covered Individual.Equal
Opportunity/Affirmative Action StatementUC Santa Barbara is an
Equal Opportunity/Affirmative Action Employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, age or protected veteran status.For
the University of California's Affirmative Action Policy, please
visit: https://policy.ucop.edu/doc/4010393/PPSM-20.For the
University of California's Anti-Discrimination Policy, please
visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.
Reasonable AccommodationsThe University of California endeavors to
make the UCSB Job site (https://jobs.ucsb.edu) accessible to any
and all users. If you would like to contact us regarding the
accessibility of our website or need assistance completing the
application process, please contact Katherine Abad in Human
Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This
contact information is for accommodation requests only and cannot
be used to inquire about the status of applications.Privacy
Notification: Payroll Title: Business/Tech Support Analyst 3 TXJob
Code: 007358Job Open Date: 03/03/2025Application Review Begins:
03/18/2025; open until filledDepartment Code (Name): ITSS (ENTER
TECH SUPPORT SERVICES)Percentage of Time: 100%Union Code (Name): TX
(Technical Professionals)Employee Class (Appointment Type): Staff
(Career)FLSA Status: ExemptClassified Indicator Description
(Personnel Program): PSSSalary Grade: STEPSPay Rate / Range: The
budgeted salary range that the University reasonably expects to pay
for this position is $84,792.65 - $97,759.27/yr. Salary offers are
determined based on final candidate qualifications and experience;
the budget for the position; and the application of fair,
equitable, and consistent pay practices at the University. The full
salary range for this position is $77,118.47 - $129,944.37/yr. Work
Location: De Anza Residence Hall - 2004BWorking Days and Hours:
M-F; 8am - 5pmBenefits Eligibility: Full BenefitsType of Remote or
Hybrid Work Arrangement, if applicable: Hybrid (Both UC & Non-UC
locations)Special Instructions:
For full consideration, please include a resume and a cover letter
as part of your application.Application Status: If you would like
to check the status of your application, please log into the
Candidate Gateway where you applied and click on 'my
activities'.
Keywords: University of California - Santa Barbara, Santa Barbara , Lead End User Support Technician, Professions , Santa Barbara, California
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