Lead Support Specialist

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Job ID

81971

Location

UCSB Campus

Full / Part Time

Full Time

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Job Posting Details

Position Number : 40078978

Payroll Title : BUS TCHL SUPP ANL 3 TX (007358)

Job Code : 7358

Job Open Date : 10 / 22 / 25

Application Review Begins : 11 / 6 / 25; thereafter, open until filled

Department Code (Name) : LSIT (LETTERS&SCI-INFORMATION TECH)

Percentage of Time : 100

Union Code (Name) : TX - Technical Professionals

Employee Class (Appointment Type) : 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 $39.71 / hr. ($82,917.78 / yr.) - $49.16 / hr. ($102,647.23 / 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 $38.78 / hr. ($80,974.39 / yr.) - $65.35 / hr. ($136,441.59 / yr.)

Work Location : Social Science & Media Studies 1115

Working Days and Hours : Mon - Fri, 8 am - 5 pm

Benefits Eligibility : Full

Type of Remote or Hybrid Work Arrangement, if applicable : No hybrid (Both UC and Non-UC Locations) during probationary period. One day remote upon successful completion of 6-month probationary evaluation.

Special Instructions :

For full consideration, please include a resume and a cover letter as part of your application.

Department Marketing Statement :

The College IT (CIT) department provides a full range of IT services including internet services (DNS, file sharing, web hosting, etc.), desktop / application support, research IT, endpoint management, security, and web development for faculty, staff, departments, and researchers at UCSB. CIT provides support across the College of Letters & Science, serving most departments in the Humanities and Fine Arts (HFA), Social Sciences (SOSC), and Mathematics Life and Physical Sciences (MLPS) divisions, along with the division of Undergraduate Education. CIT's remit covers over 5,000 users, and in excess of 8,000 endpoints, servers and systems. Primary operating systems in use by our users include Windows, MacOS and Linux.

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

Brief Summary of Job Duties :

Under the general supervision of the User Support Services Manager, the Lead Support Specialist provides technical support for staff, faculty and associated equipment within the College of Letters & Science departments, research labs, and facilities. Recommends, installs, and networks computing equipment in keeping with CIT, UCSB and UCOP policies. Researches, troubleshoots, and resolves hardware, software, security, and networking issues on Windows and Macintosh computers and other equipment such as printers, phones, tablets, and NAS devices for users in offices, research & instructional labs, and multi-use facilities.

Required Qualifications :

• 1-3 years : Experience coordinating activities within a team setting.
• 4-6 years : Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
• 4-6 years : Experience developing and administering formal technical training to users at a variety of levels.
• 4-6 years : 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 :

Special Conditions of Employment :

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 :

45% Tier III Support

Serves as a point of escalation for desktop support technicians across the college. Provides high level support for Windows and MacOS systems. Develops scripts and programs to assist in desktop support workflows. Analyzes complex hardware, software, security, and network problems and resolves issues that may have strategic or tactical impact. Identifies root causes of problems with broad impact and works with engineering teams to implement solutions.

20% Service Platform Administration

Tests and evaluates new products and solutions before they are deployed at scale. Ensures users have appropriate access to hosted products and

product features {Box, CDA, Adobe, etc.}, exercising independent judgment when granting access. Configures and customizes software to meet user needs.

20% Projects

Consults with faculty and administrative staff on technical matters. Assesses, proposes, designs, and implements solutions. May function as a project lead; scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels.

10% Training

Completes all UCSB-mandated training in a timely manner. Acts as a mentor for junior and student staff. Pursues learning through formal or informal means as desired.

5% Documentation

Maintains documentation including license allocations, ticket details, setup and configuration notes, tutorials and guides, and project progress.

UC Vaccination Programs Policy :

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

For more information, please visit University of California Policy on Vaccinations - https : / / policy.ucop.edu / doc / 5000695 / VaccinationProgramsPolicy

Equal Employment Opportunity :

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Reasonable Accommodations :

The University of California endeavors to make https : / / www.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 Statement

Privacy Notification Statement and Notice of Availability of the UCSB Annual Security and Fire Safety Report Disclosures

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.'