IT Lead Technician

Job Posting Title:

IT Lead Technician

Department:

Information Technology

Location:

415 SILVER AVE SW

Pay:

$26.30 - $40.58

Close Date:

June 6, 2025

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

IT Technician Lead 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

1. Mentors and trains team members to help develop and improve knowledge, skills and performance.
2. Provides leadership by disseminating information, providing feedback, advising and coaching.
3. Provide work direction, problem resolution, and training to lower level team members as needed.
4. 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.
5. Monitors work load queue and assigns service requests and/or projects to team members when necessary and helps define priorities.
6. 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.
7. Handle escalated customer support issues efficiently keeping customer satisfaction high.
8. Handles service request escalations from entry and intermediate level positions.
9. Serve as project lead on various system upgrades and maintenance.
10. Research new technologies and make recommendations.
11. Perform hands-on technical upgrades and deployments.
12. Coordinates with other Technology Services teams as necessary to ensure excellent service.
13. Support in testing and deployment of new applications and systems.
14. 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.
15. Acts as a primary resource for problem management and resolution.
16. Researches, evaluates, tests and recommends new technologies beneficial for county employees.
17. Update and maintain the computer inventory and equipment.
18. Provide feedback on processes and make recommendations on areas to improve.
19. Supervises, directs, and leads the team in the absence of the manager.
20. Provides after hours’ technology support as assigned.
21. 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.

MINIMUM QUALIFICATIONS

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 of education and/or experience maybe considered for the above requirements.

ADDITIONAL REQUIREMENTS

The offer of this Bernalillo County pos