POSITION SUMMARY

Lead IT Technician serves as a Lead Technician on a team in the Customer Solutions and Services (CSS) division. Incumbent performs advanced, specialized work of a technical nature, utilizing skills that require technical expertise and an understanding of complex technology processes while working with a significant amount of independent authority and judgment. Incumbents will mentor, supervise and train lower level staff on policies, procedures and best practices; lead a project team or provide expertise in information systems, including definition of user requirements, feasibility studies, design, program specifications, testing, and implementation; and performs other related duties as assigned.

DUTIES AND RESPONSIBILITIES

• Mentors and trains team members to help develop and improve knowledge, skills and performance.
• Provides leadership by disseminating information, providing feedback, advising and coaching.
• Provide work direction, problem resolution, and training to lower level team members as needed.
• Performs quality assurance of lower level team members by monitoring agent interactions with customers and provide constructive feedback on both technical solutions, soft skills best practices and best operational and security practices.
• Monitors work load queue and assigns service requests and/or projects to team members when necessary and helps define priorities.
• Conducts assessment of problems or unforeseen outages; investigates, troubleshoots, evaluates and determines whether a problem needs to be escalated to a higher level IT staff member or division; will be the single point of contact (SPOC) of any cross-communication needed between management and all IT divisions involved with resolution.
• Handle escalated customer support issues efficiently keeping customer satisfaction high.
• Handles service request escalations from entry and intermediate level positions.
• Serve as project lead on various system upgrades and maintenance.
• Research new technologies and make recommendations.
• Perform hands-on technical upgrades and deployments.
• Coordinates with other Technology Services teams as necessary to ensure excellent service.
• Support in testing and deployment of new applications and systems.
• Informs management of existing or potential production problems; maintains problem logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes.
• Acts as a primary resource for problem management and resolution.
• Researches, evaluates, tests and recommends new technologies beneficial for county employees.
• Update and maintain the computer inventory and equipment.
• Provide feedback on processes and make recommendations on areas to improve.
• Supervises, directs, and leads the team in the absence of the manager.
• Provides after hours’ technology support as assigned.
• Performs other job related duties as assigned or required.

• The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.

• High School Diploma or GED, and four (4) years of work experience identifying and resolving hardware and software problems, writing queries, participating in the validation of system data, interfaces, and functionality, implementing a variety of applications, or advanced operational characteristics of local and wide area network systems. Any equivalent combination related to education and/or experience totaling four (4) years may be considered for the above requirements.

ADDITIONAL REQUIREMENTS

The offer of this Bernalillo County position requires compliance with the following:

• Employee must successfully complete the post-offer employment medical examination and background investigation.
• Employee must comply with the safety guidelines of the County.
• Employee must complete required FEMA training(s) as assigned to position.
• Depending upon assignment, some positions in this class may require possession of a valid New Mexico driver’s license.

• Mobility – frequent standing or sitting for extended periods; driving may be required depending upon assignment.
• Lifting – frequent lifting up to 35 pounds; occasional lifting up to 50 pounds.
• Vision – constant use of good overall vision for reading/close up work; frequent use of color perception and eye/hand coordination; occasional use of depth perception and peripheral vision.
• Dexterity – frequent repetitive motion from writing and using a computer keyboard; frequent grasping, holding and reaching.
• Hearing/Talking - frequent hearing/talking to others on the telephone and in person; occasional hearing of faint sounds.
• Emotional/Psychological – frequent decision making and concentration; occasional public contact; occasional working alone.

WORKING CONDITIONS

• Work is typically performed in an indoor office environment, but occasionally requires travel to other locations.
• Work environments may include noise, dust and/or unpleasant odors, and may occasionally require work in confined spaces.
• Occasional evening, holiday and/or weekend work may be required.

Bernalillo County is an equal opportunity employer