Job Description
1. Develops functional and/or service goals that ensure conformity and uniformity with University policies within their assigned area of responsibility. 2. Oversees new and existing systems and services development to include modification of existing systems. 3. Evaluates user needs and implement systems and solutions to best service the community. 4. Consults with users and IT functions to diagnose and resolve complex problems. 5. Serves as a liaison between area of responsibility and other areas to ensure conformity with department and University goals. 6. Develops troubleshooting and problem resolution programs to ensure a high level of service and efficiency. 7. Influences and collaborates with clients and ITS functions to maximize the delivery of services and solutions. 8. May perform other duties as assigned.
Required Skill/ability 1: Proven ability and drive to provide exceptional customer service with excellent interpersonal skills. Listens carefully to understand needs; proactively responds in a diplomatic, professional, and timely manner. Advanced technical skills, excellent judgment and an ability to handle and prioritize multiple tasks simultaneously in a competent, organized manner.
Required Skill/ability 2: Advanced proficiency with Windows, macOS, and mobile operating systems. Excellent judgment in diagnosing and resolving complex technical problems and determining root causes. Proven experience in all aspects of user support, including an understanding of networking, Active Directory, and printing.
Required Skill/ability 3: Extensive experience and advanced technical skills in overseeing all phases of computer deployments, including managing universal imaging setup and deployment, ongoing maintenance, evaluating and documenting processes, designing and testing, ensuring quality assurance, and software deployments adhering to Yale policy.
Required Skill/ability 4: Ability to work effectively in a fast-paced and quickly changing environment. Demonstrated ability to meet deadlines with high accuracy, attention to detail, and follow through on all assigned work and projects.
Required Skill/ability 5: A strong team player who thrives in collaborative environments, contributing effectively to group goals while respecting individual roles. Demonstrated ability to communicate openly, share knowledge, and support team members by handling escalations on challenging technical issues to ensure prompt resolution.
Preferred Education: Advanced knowledge of Zendesk, JAMF, MS Endpoint Manager, Zoom, Dell, Lenovo, and Apple hardware. Familiarity with Classroom technology. One of the following certifications: A+, Network+, Microsoft, Apple/macOS/IOS. Proven experience mentoring and supporting colleagues.
Work Week: Standard (M-F equal number of hours per day)
Posting Position Title: Technical Lead
University Job Title: Technical Lead
Preferred Education, Experience and Skills: Advanced knowledge of Zendesk, JAMF, MS Endpoint Manager, Zoom, Dell, Lenovo, and Apple hardware. Familiarity with Classroom technology. One of the following certifications: A+, Network+, Microsoft, Apple/macOS/IOS. Proven experience mentoring and supporting colleagues.
Bachelor's Degree in a relevant technical field and four to nine years of related technical experience or an equivalent combination of education and experience.
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.
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