End User Computing Support Lead

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:

The End User Computing Support (EUCS) Lead for Student Affairs division customers, reporting to the EUCS manager within the Information Technology Services (ITS) department, will provide technical support for incidents and requests for assigned ITS service customers. Maintains an advanced technical understanding of products common in an enterprise end user setting: operating systems; office productivity, browser, database, and financial software applications; messaging & collaboration tools used by the university for email, calendaring, phone, and web conferencing; network hardware and concepts; mobile devices; peripheral hardware such as printers, scanners, cameras and other specialized equipment as required by our customers. Maintains regular end user communication with strong ability to maintain effective client and colleague rapport. As the group lead, this position has additional duties relative to a standard tier 2 service technician: creates, reviews, analyzes, prioritizes, and distributes ticket assignments across tier 2 technicians and services. Serves as the primary escalation point for the most difficult issues that arise from within the EUCS team, and either consults on or performs direct resolution of these issues. Serves as the primary liaison between customer departments and other technical teams within ITS as well as vendors, and helps customers evaluate and define their needs. This position is knowledgeable of and oversees compliance of endpoints and end user networks with IT policy, and provides guidance to end users and customer departments when policy questions occur. Oversees testing of new hardware and software used in the environment, ensuring appropriate function and behavior, in conjunction with the desktop engineering team. Manages team documentation efforts, ensuring completion and accuracy of tasks and knowledge capture, often including documentation that benefits campus use of services offered. Manages moderately complex projects frequently dealing with broad scale deployment or configuration of software or managing asset data. Coordinates all team purchasing tasks and monitors orders for proper delivery and accountability of the team and vendors.

Required Qualifications:

• Bachelor's degree in related area and / or equivalent experience / training.
• Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
• Thorough knowledge of desktop and business / technical support systems.
• Demonstrated judgment to delegate / escalate issues appropriately.

Preferred Qualifications:

• 4-6 years technical support in an enterprise setting.
• Skills and abilities necessary to complete the most technical business / technical support functions.
• Demonstrated skill at project management processes.
• Demonstrated ability to construct and execute test plans for hardware and software.
• Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
• Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated skill providing technical training to users at various levels of skill.
• Experience developing and administering formal technical training to users at a variety of levels.
• Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
• In-depth understanding of divisional or institutional business processes to provide the highest level of support.
• Experience at providing technical and administrative work direction.
• Experience in use and knowledge of complex scripting languages.
• Demonstrated ability to configure and customize moderately complex software.
• Advanced skill at creating technical documentation for complex processes and applications.
• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Broad knowledge of IT-related products and services.
• General knowledge of other areas of IT.
• Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
• Thorough knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Demonstrates problem-solving skills.
• Working knowledge of desktop and business / technical support systems.

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:

25% EUCS Team Lead:

• Monitors local group ticket queue - creates, reviews, analyzes, prioritizes, and distributes ticket assignments across tier 2 technicians and services.
• Serves as the primary escalation point for the most difficult issues that arise from within the EUCS team, and either consults on or performs direct resolution of these issues.
• Oversees the day to day training of new team members on proper customer and technical support techniques and IT policies and procedures.
• Monitors vulnerabilities and oversees compliance of endpoints and end user networks with IT policy, and provides guidance to end users and customer departments when policy questions occur.
• Oversees testing of new hardware and software used in the environment, ensuring appropriate function and behavior, in conjunction with desktop engineering team.
• Manages team documentation efforts, ensuring completion and accuracy of tasks and knowledge capture, often including documentation that benefits campus use of services offered.
• Manages moderately complex projects frequently dealing with broad scale deployment or configuration of hardware, software, or managing asset data.
• Coordinates all team purchasing tasks and monitors orders for proper delivery and accountability of the team and vendors.
• Advises customer departments on technology directions and implications and serves as a resource for members and leaders of customer departments with regards to software and hardware options and features appropriate for their computing environment.
• Team is responsible for ~1250 network attached devices (computers, mobile devices, printers, POS terminals, etc).
• Participates in special projects that benefit the team and/or customer departments.

40% End User Computing Support Technician:

• Answer phone calls and email, and adequately document all work in order to ensure proper monitoring and tracking of problems and resolutions.
• Independently responds to user requests and provides user support and service to the end users at their locations in a timely manner, providing feedback to users on solutions and expected timeframes for resolution of problems.
• Responds to requests that are referred by the Tier 1 Service Desk.
• Trains and develops Tier 2 EUCS Student Technicians.
• Explains issues and resolutions to end users clearly and trains users as appropriate.
• Installs new devices and components, and upgrades existing division devices.
• Troubleshoots hardware and software problems on division workstations and escalates tickets to Tier 3 Systems staff as needed.
• Works with other members of the EUCS and Systems team staff to understand problems and implement correct solutions.
• Works with vendors, ships hardware and systems for repair, and records shipping and receiving of devices and components as needed.
• Identifies opportunities to improve EUCS business processes, and proposes new ideas and processes to management

20% Network Infrastructure Support:

• Activating and deactivating network ports at the switch in the comm closet as needed per relocating network devices such as devices and network printers.
• Upkeep of hardware in comm closets including the assessment, triage, and replacement of network switches and UPSes in the event of a failure.
• Serving as the network point of contact for construction projects.
• Attending meetings and site walk-throughs related to construction projects.
• Requesting quotes for communications services.
• Configures DHCP to assign devices so that they receive the proper applications, security rules, printers, and IP addresses defined for each user and department.

10% Systems Support:

• Works with Systems team to assist with or take responsibility for existing and new projects as assigned.
• Responsible for server-based secure file sharing solution used by divisional users to share files with others inside and outside the division.
• Responsible for managing division-wide print server services.
• Assists with the development and maintenance of deployed applications for devices used by all staff in the division.

5% Other Duties:

• Communication with users and documentation of work performed.
• May be required to perform 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 Employer:

UC Santa Barbara 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 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 Statement:

Privacy Notification Statement and Notice of Availability of the UCSB Annual Security & Fire Safety Report Disclosures; https://www.jobs.ucsb.edu/#privacy

Payroll Title: Business/Tech Support Analyst 3 TX

Position Number: 40071059

Job Code: 007358

Job Open Date: 06/10/2025

Application Review Begins: 06/26/2025; open until filled

Department Code (Name): ITSS (ENTERPRISE 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-$100,105.49/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: Student Affairs & Admin Services - 2201 (Fully Onsite)

Working Days and Hours: Monday - Friday, 8:00 am - 5:00 pm

Benefits Eligibility: Full Benefits

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'.