Business/Tech Support Analyst 2 - 120131
#120131 Business/Tech Support Analyst 2Extended Deadline: Mon 4/3/2023
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.
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 11/22/2022 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 12/03/2022 Eligible Special Selection clients should contact their Disability Counselor for assistance.
UC San Diego Policy will not allow this position to receive work visa sponsorship.
This position will remain open until filled.
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 Workplace Technology Services (WTS) team provides campus-wide services including; email & collaboration, Web Content & Case Management, Business Intelligence and analytics platforms, Technology Platform Services, Service Operations, Service Desk, and Endpoint Management [(Field Support, HW Procurement/Sysadmin duties/MDM/Backup) and Software Licensing Support for UC San Diego and affiliates].
As part of the Endpoint Management team, the Field Support team provides direct support for end-user devices and peripherals, consultation with customers regarding best practices, guidance for utilization of end-user tools, and general assistance to enable the supported customer base to access needed IT services.
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 a variety of factors. Within defined procedures and practices, determines appropriate action.
- Incumbent will serve on a multi-site team responsible for supporting over 5000 UCSD staff across multiple locations on site and remotely.
- The incumbent will be responsible for hardware/software support and maintenance of all workstations. Duties include: Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations. Areas supported include the campus Chancellor and senior staff, Resource Management and Planning Campus Operational and Support Services, Operations & Campaign/Annual Giving/Alumni/University Development, Student Housing/Dining & Hospitality Services, Human Resources, Financial Services, Research, Academic Student Technology Services and central campus IT.
- Coordinate repairs for computer and peripheral hardware/software with vendors, consultation and basic end user training on hardware and software issues with customers supported.
- Ensure that all interactions are provided with exceptional customer service.
Experience providing technical support for computing systems running a variety of operating systems, including Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems.
Demonstrated ability to resolve software, hardware, and connectivity issues.
Proven experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
Strong problem-solving and analytical skills to research and recognize problems, present alternatives; implement creative solutions and follow through to ensure effective quality control for areas of responsibility.
Excellent verbal and written communication skills. Solid interpersonal skills sufficient to work in a variety of settings and deal effectively with diverse populations and personalities. Excellent interpersonal skills with the ability to work independently or as part of a team.
Bachelor's degree in related area and/or equivalent experience/training.
- ITIL Foundation certification and/or training.
- Lean Six Sigma training and/or certification.
- Job offer is contingent on clear background check.
- Must be available to work evenings and weekends.
- Employee must be available to travel as required.
Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce.
This position is eligible for full:
- Health/Dental/Vision Insurance
- Life Insurance
- UC Retirement Plan.
For more information about UCSD Benefitsand UCSD Work/Life.
To calculate an approximate value of the UC Total Compensation package, please click here.
Pay Transparency Act
Annual Full Pay Range: $55,979 - $90,055 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $26.81 - $43.13
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).
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.
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Job Reference #: 120131