Lead Technician

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: 62,400-85,950

Position Summary

Reporting to the IT Director, the Lead Technician is responsible for triage and coordination of helpdesk efforts, delivering high-quality service with a customer-centric focus.

Responsibilities

1. Oversee day-to-day support activities, including problem resolution, request fulfillment and software maintenance.
2. Complete a moderate level of Tier II and Tier III tickets in order to lead by example, maintain expertise and stay in touch with Departmental needs and trends.
3. Monitor and report trends in support for tickets from users, evaluating and correcting situations accordingly and ensuring a high quality of support and a customer service focus.
4. Oversee the creation, distribution and integrity of computer images for Windows and Mac platforms.
5. Oversee the management, logistics and disposal of hardware inventory.
6. Ensure appropriate technical knowledge base and support documentation are maintained for supported devices.
7. Establish work priorities and related cost and time requirements.
8. Provide recommendations for improvements in information systems management and oversee implementation of new technologies.
9. Define standards for the selection, configuration, deployment and lifecycle management of endpoint devices.
10. Participate in evaluations of staff, including consultation on performance reviews, promotions, and disciplinary actions.
11. Develop, maintain, report on and enforce Departmental IT SLAs.
12. Assist with the coordination and completion of training requirements for IT personnel and maintain a proactive approach in promoting a group that can respond to emerging trends.
13. Act as liaison between IT Support Specialists and the IT Director / Associate IT Director.
14. Work with Divisional Administrators on the escalation and resolution of IT issues and projects.
15. Monitor and report on group performance metrics and assist with identifying and creating new metrics.
16. Review tickets and feedback on a weekly basis, reporting on group efficiency and providing constructive, collaborative guidance on tickets that are not completed satisfactorily.
17. Attend IT meetings with Divisional Administrators, institutional entities, and vendors, and report back to the IT Support Specialists on topics relevant to their mission.

Minimum Qualifications

Other Requirements

• Ability to work onsite during core business hours (9-5); Must be able to work some weekends and evenings when required.
• Good customer focused attitude and excellent interpersonal, verbal and written communication skills.
• Highly technically skilled and administratively organized.
• Extensive experience working with end users.
• Assertive and able to work successfully in a fast-paced work environment.
• Ability to proactively work on problems of diverse scope.
• Exhibit tact, analytical, and critical thinking skills.
• Management skills pertaining to the planning, directing, reporting, and administration aspects of the position
• Understanding of and experience with supporting diverse endpoints in an Active Directory environment
• Expertise in supporting Microsoft Windows and Mac OS X platforms
• Experience with mobile device management
• Working knowledge of DNS, DHCP, TCP/IP
• Ability to act in numerous roles to help respond to critical issues and emergencies
• Demonstrated experience in handling Tier II and Tier III support issues
• Ability to analyze and interpret software and hardware documentation and technical journals
• Experience providing IT support in a healthcare or higher education setting
• Knowledge of regulatory compliance such as HIPAA, PCI-DSS, 21 CFR Part 11, and/or other

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.