LOCKSS Technical Support Lead

Description

This position is dual posted at level 2 or 3.

DESCRIPTION:

The LOCKSS Program maintains and provides support for the open-source LOCKSS software, which powers distributed preservation networks used by libraries and publishers worldwide to ensure durable access to digital content. The LOCKSS software is presently undergoing a major re-architecture, concluding later this year, which will introduce new technologies to the stack, provide for new system integration opportunities, and support new use cases. Successfully launching the renovated LOCKSS software and helping partners to realize its benefits will require additional technical support capacity, both to facilitate the migration of existing partner systems and to provide a higher baseline level of support.

The LOCKSS Program seeks a Technical Support Lead who can become an expert in deployment, operational support, and use of the renovated LOCKSS software. This will entail understanding partner needs and IT environments; providing training in the use of the renovated LOCKSS software; establishing repeatable processes for setup of new LOCKSS systems and networks; participation in the creation of product documentation; management of a support mechanism for reliable issue escalation and resolution; channeling customer feedback to the Core Software Engineering team for system enhancements; and helping to direct the work of the LOCKSS Technical Support Specialist.

This position reports to the LOCKSS Program Manager and works closely with the LOCKSS managers for Applied Preservation Services and Core Software Engineering, the Partnerships Manager, and the Technical Support Specialist to ensure high-quality service to all LOCKSS customers and partners.

CORE DUTIES*:
● Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
● Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
● Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.
● Investigate and test new tools, systems, techniques, and software products.
● Provide technical guidance and training; may guide other staff.
● Work on projects requiring expertise and creativity in analysis and deployment of technology.
● May perform routine server administration.

At the Computing Support Analyst 3 level:
● Act as technical expert in a computing support environment. Take escalated issues and resolve or refer to specialized expert as needed.
● Lead activities of staff to diagnose and resolve client problems.
● Lead projects requiring technical expertise and creativity in analysis and deployment of technology.
● Ensure team meets client service metrics. Monitor and report on all phases of computing support are coordinated, logged, tracked, and resolved appropriately. May establish service level agreements with clients.
● Provide input on process improvements and contribute to the technology road map for the strategic plan.
● May perform metrics trend analysis and reporting; guiding resultant process improvement.
● Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
● Provide technical guidance and training; may guide other staff.

* - Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:
Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience.

At the Computing Support Analyst 3 level:
● Two-year college degree and five years of relevant experience or a combination of education and relevant experience.

Knowledge, Skills and Abilities:
● Ability to provide excellent client service.
● Ability to apply diagnostic techniques for problem troubleshooting.
● Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
● Strong communication and interpersonal skills.

At the Computing Support Analyst 3 level, additionally:
● Ability to plan effectively and to manage/supervise projects and work queues.
● Must have advanced level expertise diagnostic techniques for problem troubleshooting.
● Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users.
● Ability to lead projects requiring technical expertise and creativity in analysis and deployment of technology.
● Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
● Ability to provide excellent client service.

Other Relevant Knowledge, Skills and Abilities May Include:
● Ability to learn new technologies and processes quickly.
● Ability to administer Linux systems, including operating system upgrades, software installation and configuration, and package version control.
● Knowledge of common Linux utilities and ability to write simple custom scripts.
● Knowledge of basic security concerns and solutions, including configuration of SSH, VPNs, and firewalls.
● Familiarity with Docker, Kubernetes, Puppet, or other modern devops technologies.

PHYSICAL REQUIREMENTS*:
● Constantly perform desk-based computer tasks.
● Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
● Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
● Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:
May require extended hours and weekends, on-call rotation.

WORK STANDARDS:
● Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
● Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Stanford is an equal employment opportunity and affirmative action employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Job Code: 4732/4733
Job Grade: H/I