UC San Diego

Payroll Title:
BUS TCHL SUPP ANL 2 TX

Department:
INFORMATION TECHNOLOGY SVCS

Hiring Salary Range
$26.81 – $31.42/hour

Worksite:
Hybrid Remote

Appointment Type:
Career

Appointment Percent:
100%

Union:
TX Contract

Total Openings:
1

Work Schedule:
Days, 8 hrs/day, Mon-Fri

#118551 Business and Technical Support Analyst 2
Filing Deadline: Mon 9/12/2022

For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit:
Flu Vaccine Mandate
/
COVID Vaccine Policy

UCSD Layoff from Career Appointment: Apply by 09/01/22 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 09/12/22. Eligible Special Selection clients should contact their Disability Counselor for assistance.

UC San Diego Policy will not allow this position to receive J-1 and H-1B work visa sponsorship.
This is a hybrid position (remote 3 days/week).

DEPARTMENT OVERVIEW
UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego’s mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in its delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
_Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to connect more deeply with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what’s right but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego’s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change. _
Workplace Technology Services (WTS) is responsible for adopting, deploying, and maintaining campus-wide workplace services for faculty, staff, and students. This includes email, calendaring, web content management, signature, mobile technologies, collaboration services, and business intelligence.
As part of WTS, the Service Desk team supports both business and academic services and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UCSD faculty, staff, student and affiliates. Supported services include network (wired/wireless), phone/voicemail, central email, business/academic applications, instructional classroom/lab, and classroom technology support.
POSITION OVERVIEW
The Service Desk Support Team Member will work with a team of career and student staff to provide world-class customer IT service over the phone, through electronic communication, and in person to the staff, faculty, and students at UC San Diego. We are highly collaborative and always look for ways to improve the customer experience and how we work.
Responsibilities:

Applies professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of various factors. Within defined procedures and practices determines appropriate action.
The primary focus of this position is providing world-class customer service for content, services, and tools provided by ITS, including but not limited to campus LAN/WAN (including on-campus residential support – ResNet), network security, messaging and meeting technologies, authentication (Single Sign-On, DUO, etc.), Link Family, MyServices, campus telephone/voicemail services, instructional technology and user services (Canvas, TritonEd, student accounts, cplot poster printing, first tier desktop/browser configuration support, mainframe services (IFIS, ISIS, PPS), Classroom Technology Support, computer rooms & labs, repair technician dispatching, and the monitoring, creation, and revision of end-user content supporting these services and tools.
Additional responsibilities include training, documentation, recommending steps for continual service improvement, and assisting with various Service Desk projects.

QUALIFICATIONS

Requires interpersonal skills to work with technical and non-technical personnel at various organizational levels. Demonstrated experience providing exceptional customer service (external and internal) in a diverse, busy, technical environment. Strong oral and written communication skills regarding technical subjects and the ability to communicate in a helpful, effective and informative manner via face-to-face, phone, email, and chat.
Superior interpersonal skills, including tact, diplomacy, and flexibility; Ability to communicate with individuals of diverse cultural and ethnic backgrounds in working with staff at all levels of an organization. Demonstrated Active Listening skills.
Broad knowledge of enterprise system functions, dependencies, and interactions and ability to use this information to troubleshoot, including but not limited to authentication, networking, communication, and collaboration.
Advanced skill at creating technical documentation for complex processes and applications.
Demonstrated skill in configuring, troubleshooting, and supporting escalated end-user client systems, including desktop, laptop, and mobile computing devices.
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. Including, but not limited to, Zoom, Teams and other collaboration tools, multi-factor authentication, Active Directory, and Email (Exchange and Gmail).
Bachelor’s degree in a related area and/or equivalent experience/training.

SPECIAL CONDITIONS

Employee must be available to work evenings and weekends.
The Service Desk opens at 6:45 am and closes at 10:15 pm.
Must be able to work flexible hours. Overtime may be required.
Employee must be available to travel as required.
Job offer is contingent on clear background check.
Must have valid/current California driver’s license. Must have access to reliable transportation.

Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. Click here for Details

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.