Lead End User Support Technician

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 check
• UCSB is a Tobacco-Free environment

Misconduct 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 Workplace

Job 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-information
• University 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 Statement

UC 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 Accommodations

The 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:

Privacy Notification Statement and Notice of Availability of the UCSB Annual Security & Fire Safety Disclosure

Payroll Title: Business/Tech Support Analyst 3 TX

Job Code: 007358

Job Open Date: 03/03/2025

Application Review Begins: 03/18/2025; open until filled

Department 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: Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade: STEPS

Pay 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 - 2004B

Working Days and Hours: M-F; 8am - 5pm

Benefits Eligibility: Full Benefits

Type 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'.