Information Technology (Information Technology Support Lead) at University of Hawaii

IT/Software Development
University of Hawaii
Manoa, HI

Work at UH Advertisement

Information Technology (Information Technology Support Lead)
Position Number:
Hiring Unit:
Information Technology Services/Client Service and Operations Center
Date Posted:
November 14, 2018
Closing Date:
November 29, 2018
Minimum Monthly Salary:
Additional Salary Information:
Salary commensurate with education and experience.
Full Time/Part Time:
Full Time
General Funds
Duties and Responsibilities
  1. Assist with planning, designing, and administering tactical and strategic goals and objectives for the Client Service and Operations Center group.
  2. Supervise and direct professional information technology specialists.
  3. Assist Information Technology Services management in the development of policies and procedures relating to University technology use.
  4. Assist with the development and implementation of policies, procedures, and strategies for supporting computer, mobile, and LAN technologies in consultation and cooperation with Information Technology Services management.
  5. Communicate with relevant stakeholders to assure successful implementation of new Information Technology Services initiatives.
  6. Serve as technical support person to other IT professionals, non-technical administrators, and staff in the provision of all computer technical support and services system-wide/University-wide.
  7. Review and analyze system-wide centralized/distributed computing needs.
  8. Analyze, research, and procure hardware and software required to fulfill the project and program needs of the University community.
  9. Provide systems analysis and project management expertise to assist departments, organizations, and campuses in the application of computing technologies to their situation, including hardware and software, and technical consulting.
  10. Serve as technical support for system-wide ID management issues, including the creation of new accounts (e.g. UH Usernames and passwords) for service access and delivery, and necessary troubleshooting for problems with existing accounts.
  11. Provide Client Service and Operations Center staff and students with supervision, direction, and training. Schedule staff to meet operational requirements.
  12. Keep current on rapid development and emerging technologies by researching, by attending classes, conferences, presentations, and through self-directed study methods.
  13. Learn new technologies, systems, software, and equipment needed to stay current, perform duties, and advise users especially in areas of specialty.
  14. Develop and experiment with new ideas, techniques, and applications to increase job productivity and efficiency.
  15. Represent Information Technology Services and the University in the area of information management to the public, state, and external academic communities through meetings, presentations, and reports.
  16. Develop test methodology, complete quality assurance testing, and document new applications or new versions of software.
  17. Other duties as assigned.
Minimum Qualifications
  1. Possession of a pertinent baccalaureate educational degree in Management Information Systems, Computer Science, or related field and 6 years of progressively responsible professional information technology experience with responsibilities for project management and customer technical support, of which 2 years of the experience must have been comparable in scope and complexity to the next lower payband in the University of Hawai'i broadband system; or equivalent education/training or experience.
  2. Considerable working knowledge of personal computers, which includes Windows-based and Macintosh computers, mobile computing devices, and peripheral equipment inter-networked in a TCP/IP or related environment as demonstrated by the broad knowledge and understanding of the full range of pertinent standard and evolving information technology concepts, principles and methodology.
  3. Considerable working knowledge and understanding of the broad technology, systems, hardware and software associated with LAN, World Wide Web applications, Internet Protocols, Internet electronic messaging systems and protocols and database-driven information systems.
  4. Considerable knowledge of the limitations, capabilities, uses for computer applications (i.e. Microsoft Word, Excel, Powerpoint), as applicable to ITS recommended/supported software list.
  5. Demonstrated ability to recognize a wide range of intricate problems, use reasoning and logic to determine accurate causes, and apply principles and practices to determine, evaluation, integrate, and implement practical and thorough solutions in an effective and timely manner.
  6. Demonstrated ability to interpret and present information and ideas clearly and accurately in writing, verbally and by preparation of reports and other materials.
  7. Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders and members, and individuals.
  8. Demonstrated ability and interpersonal skills necessary to communicate and effectively resolve customer’s questions and requests.
  9. Demonstrated ability to successfully apply project management methodologies and best practices to information technology projects with department-wide or organization-wide impact.
  10. Knowledge of troubleshooting procedures and practices for hardware, software and networks in a distributed computing environment.
  11. Experience managing and/or supervising full-time employees.
  12. Ability to accept and follow simple and complex instructions.
  13. Ability to work a variable work schedule and to work outside normally scheduled work hours including day, night, weekend, and/or holiday hours, as directed.
  14. For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations.
  15. Any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.
Desirable Qualifications
  1. Knowledge of student information systems, or similar enterprise-scale information systems, and their integration into a central identity management or directory system, and experience supporting users in such an environment.
  2. Considerable knowledge of the applicability of information technology to a variety of situations and processes including computers, mobile devices, and Internet services and requirements.
  3. Considerable knowledge of various electronic accessing methods, including file servers and services, data/knowledge bases, and Internet-related services such as web servers and clients.
  4. Considerable knowledge in administering a Windows or Macintosh server Local Area Network using TCP/IP.
To Apply:
Visit and search for Position Number 79993 to submit an application. Please print and keep a copy of this job advertisement for future reference as you will not be able to access it after the closing date.
  1. 808-956-9098;

The University of Hawaiʻi is an equal opportunity/affirmative action institution and is committed to a policy of nondiscrimination on the basis of race, sex, gender identity and expression, age, religion, color, national origin, ancestry, citizenship, disability, genetic information, marital status, breastfeeding, income assignment for child support, arrest and court record (except as permissible under State law), sexual orientation, domestic or sexual violence victim status, national guard absence, or status as a covered veteran.

Employment is contingent on satisfying employment eligibility verification requirements of the Immigration Reform and Control Act of 1986; reference checks of previous employers; and for certain positions, criminal history record checks.

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