Job Description

Filing Deadline: Wed 3/26/2025

UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

This is a 100% Contract position for 1 year with the possibility of extension or conversion to career status.

DESCRIPTION

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 their 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 more deeply connect 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.

The Service Desk team supports both business and academic services, and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UC San Diego 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.

Reporting to the Service Desk Manger, the Service Desk Secure Connect Analyst will be responsible for assisting with hyper care support for the various cyber security related services and requirements required by the Secure Connect project, including but not limited to NAC, EDR, and the required cyber-security training.

This position will provide consultation, training, instruction, and troubleshooting/problem-solving to technical staff and end users for hardware, software, network, and related computer systems, handheld and peripheral devices. Additionally, the candidate will work closely with the Service Desk Information Specialist to develop and provide technical documentation and training.

Responsibilities:

* Provides world class customer service via phone, email, chat, and walk up support to both external and internal customers. Using the enterprise level Case management system, documents all customer/user interactions to provide proper understanding of customer request/incident, detailed information for technical teams and to help with proper metrics for improving service. Ensures daily campus response coverage and effective problem escalation / resolution for campus-wide departmental services.

* Works with the Office of Information, Assurance, Trust and Identity team and the Service Desk Information Specialist to create and modify cyber-security documentation, including but not limited to installing and troubleshooting endpoint detection and response (EDR) software and troubleshooting connectivity issues with the network access control (NAC) services.

* Works with Service Desk leadership and the Office of Information, Assurance, Trust and Identity team, and distributed IT to identify systemic issues and improve the delivery and use of cyber-security tools and requirements, including configuration changes, process changes, etc.

QUALIFICATIONS

  • Intermediate knowledge of related areas of IT. Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. 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).

  • Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem-solving skills.

  • General knowledge of business and process analysis functions.

  • Demonstrated testing and test planning skills. Advanced skill at creating technical documentation for complex processes and applications. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

  • Skills associated with analysis of processes and issues of moderate scope, information flow and architecture.

SPECIAL CONDITIONS

  • Job offer is contingent upon satisfactory clearance based on background check results.

  • Employee must be available to work evenings and weekends.

  • Overtime may be required.

This position is eligible for full benefits first day of hire:
a) Health/Dental/Vision Insurance.
b) Vacation/holidays (15 vacation days & 13 paid holidays a year).
c) Work/Life Balance.
d) UC Retirement Plan
e) Pet insurance.

For more information about UCSD Benefits and Work/Life.

To calculate an approximate value of the UC Total Compensation package, please click: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/total-compensation-calculator.php

Pay Transparency Act

Annual Full Pay Range: $69,500 - $123,500 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $33.29 - $59.15

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).


If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

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.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

Application Instructions

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