114032 – Service Desk Support Analyst


Department: ITS Service Desk Hiring Salary Range $26.03 – $28.74 /
Hour
Worksite: Remote Appointment Type:
Career
Appointment Percent: 100% Union: TX
Contract
Total Openings: 1 Work Schedule: Days, 8 hrs/day,
Mon-Fri

The effects of the COVID-19 pandemic have impacted UC San Diego Campus hiring. UCSD Campus will continue to
recruit for essential positions and we ask for your understanding and patience with our application process during this unprecedented time.
For more information regarding steps we are taking to keep applicants and staff safe during this time, please click here.

UCSD
Layoff from Career Appointment
: Apply by 1/18/22 for consideration with preference for rehire. All layoff applicants should contact
their Employment Advisor.

Special Selection Applicants: Apply by 1/27/22. 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 fully remote position.

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.
_
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.

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.
  • 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.
  • Must have access to reliable transportation.
  • Must have
    valid/current California driver’s license.
  • 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.
  • Overtime may be required.
  • Employee must be available
    to travel as required.

QUALIFICATIONS

  • 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.
  • 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 related area and / or equivalent experience / training.

SPECIAL
CONDITIONS

Job offer is contingent on clear background check.

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


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



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