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 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.

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 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.

QUALIFICATIONS

• 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.

PREFERRED

• ITIL Foundation certification and/or training.
• Lean Six Sigma training and/or certification.

SPECIAL CONDITIONS

• Job offer is contingent on clear background check.
• Must be available to work evenings and weekends.
• Employee must be available to travel as required.