Job Description

Payroll Title:
Hiring Pay Scale
$57,942 - $74,938.32/Year
Hybrid Remote
Appointment Type:
Appointment Percent:
TX Contract
Total Openings:
Work Schedule:
8 hrs/day

#130351 Service Desk Support Analyst (BTSA 2)

Filing Deadline: Fri 6/21/2024

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.

UCSD Layoff from Career Appointment: Apply by 6/12/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 6/21/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.


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.

Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. This position is eligible for full:

  • Health/Dental/Vision Insurance

  • Vacation/Holidays

  • Life Insurance

  • UC Retirement Plan.

For more information about UCSD Benefits visit -

To calculate an approximate value of the UC Total Compensation package, please click here:


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.

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, electronic communication and in person to the staff, faculty and students at UC San Diego. We are highly collaborative and are always looking for ways to improve the customer experience as well as how we work.


  • 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.

  • 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.

  • Overtime may be required.


  • Bachelor's degree in related area and / or equivalent experience / training.

  • 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).

  • Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

  • 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 background in working with staff at all levels of an organization.

  • Demonstrated Active Listening skills.


  • Employee must be available to work evenings and weekends.

  • The Service Desk opens at 6:45am and closes at 10:15pm. Must be able to work flexible hours.

  • Employee must be available to travel as required.

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

  • Must have access to reliable transportation.

Pay Transparency Act

Annual Full Pay Range: $57,942 - $93,208 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $27.75 - $44.64

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:
For the University of California’s Anti-Discrimination Policy, please visit:

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

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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