Touro University ยท 1 month ago
Lead IT Technician
Vallejo, CA
Full-time
Onsite
Lead/Staff
$64K/yr - $75K/yrTouro University is seeking a Lead IT Technician who will oversee a team of IT Support Technicians to provide technology services to students, faculty, and staff. The role includes hardware and software procurement, licensing compliance, asset management, and providing enterprise application support.
Higher Education
Responsibilities
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, helping ensure 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, demonstrates 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 technologies
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
Performs related duties as assigned
Qualification
Required
Extensive knowledge of desktop 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
Knowledge of 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 knowledge of voice, video, storage, and data networks
Security best practices to ensure protection against potential threats such as viruses, malware, and spam
Effective customer service practices and etiquette
Current trends and developments in computer and network technology
Documentation procedures and recordkeeping and report preparation techniques
Methods and practices of developing and providing user training
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
Triage and direct high-volume work-ticket requests
Troubleshoot, diagnose, and resolve complex and sometimes ambiguous computer software and network connectivity problems and failures
Utilize diagnostic test procedures and equipment
Provide prompt and appropriate technical support service to both end users and support team members
Obtain accurate and complete information from end users, in person and by telephone, to identify 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 diverse levels of computer literacy
Prepare clear, concise, and accurate systems documentation and reports of work performed
Analyze problems, evaluate solutions, 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 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 applications
Establish and maintain effective working relationships with all those encountered in the course of work
A valid California driver's license and the ability to maintain insurability under the University's vehicle insurance program
Preferred
Service Now experience preferred
KACE experience preferred
Company
Touro University
Touro University is a Jewish-sponsored independent institution of higher and professional education.
Founded in 2016
1001-5000 employees
H1B Sponsorship
Touro University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
2023 (8)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Mike Newman
Senior Vice President, General Counsel & Chief Compliance Officer
April DeMito
Nursing Director MSN/FNP Program, Chief Nursing Officer Touro College Illinois
Recent News
2025-09-19
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