Desktop Support Technician

Location: Santa Cruz
Job ID: 35075

JOB POSTING

NOTIFICATIONS

UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.

Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.

INITIAL REVIEW DATE (IRD)

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

The IRD for this job is: 05-23-2022

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the campus innovation nexus that supports and amplifies the value of research, teaching, learning, and digital experiences at UC Santa Cruz. We are a group of diverse, enthusiastic people who produce extraordinary results that foster a campus climate where employees feel a sense of belonging.

Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, ambitious, kind, and deeply committed to inclusive excellence.

We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality, experience, and value to our constituents. We care deeply about creating a diverse, high performing organization through recruiting while developing highly talented, well-rounded, staff. We invest in career paths and career development, devoting a significant amount of resources to skill and professional development for our staff.

ITS promotes two areas for skill growth:

1. Developing generalizing specialists by focusing on technical depth and breadth

2. Growing service and product expertise

More information can be found at https://its.ucsc.edu

JOB SUMMARY

Typically found in large central departments serving multiple departments or units, this position involves providing day-to-day advanced 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 and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.

APPOINTMENT INFORMATION

Salary Information: Salary Range: $28.03 - $32.50/hour. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day, Evenings, Weekend

Employee Classification: This is a Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: TX Union

Job Code Classification: 007359 (BUS TCHL SUPP ANL 2 TX)

Travel: Never or Rarely

JOB DUTIES

85% - Technical Support

• Provides exceptional customer service to UCSC faculty, staff, students and guests.
• Respond to requests for technical assistance via phone, email, chat, in-person and/or utilizing remote assistance resources.
• Provide tier 2 systems support of end-user machines; recommend, install, upgrade and configure systems hardware, operating system software and applications for accessing local, campus and cloud-based resources and accurately record this work in the ITS ticketing system.
• Ensure all incidents and service requests are accurately tracked, escalated, and resolved in alignment with internal support procedures and campus policies.
• Clearly communicate technical and IT policy information to both technical and non-technical people, both verbally and in written form.

15% - Misc

• Participate in various ITS related projects, Service Teams and committees providing technical expertise and representation of client needs.
• Keep abreast of service changes by researching updates to operating systems, applications, internal tools and new technologies as indicated by the Standard.
• Desktop Support service team and a variety of ITS user groups.
• In coordination with the Computer Management Specialist, perform pre- and postdeployment image testing to ensure quality of service.
• Meet regularly with Support Center staff and divisional ITS staff to maintain knowledge of current campus standards, processes and ongoing IT issues.
• Participate in formal and informal training sessions and/or conferences to enhance skills relevant to the job.
• May hire, train and supervise student workers.

ITS Security Statement

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.

REQUIRED QUALIFICATIONS

• Excellent customer-service orientation
• Ability to identify, research and resolve technical problems, and provide support to end-users on a variety of technical application, system and OS issues.
• Recent experience providing desktop support services.
• Ability to develop, interpret, follow and maintain documentation.
• Recent experience supporting users remotely either over the phone, through written instructions or with remote assistance software.
• Ability to support and interact with all levels of personnel, including members of the campus community and guests, in a friendly, courteous and professional manner.
• Ability to support and interact with clients in person, over the phone and in writing in a clear and concise manner.
• Ability to meet or exceed service level agreement expectations.
• Commitment to excellence and high standards.
• Deep organizational, time management, and decision making skills.
• Knowledge and recent experience in installing and configuring microcomputer hardware, operating systems, applications and peripherals, in multiple platform (Mac and Windows) environments and with more than one operating system.
• Willingness and ability to learn new operating systems and/or application software packages.
• Recent experience using and troubleshooting standard business productivity software and current Windows and Mac operating systems.
• Experience with user and computer provisioning and management using tools such as Active Directory Users and Computer.
• Experience troubleshooting VPN clients and configurations.
• Experience troubleshooting wired and wireless network configurations.
• Familiarity with SaaS (Software as a Service) and Cloud-based applications such as ServiceNow and/or Google Apps.
• Ability to read and understand technical manuals, procedural documentation, and online vendor knowledge base articles.
• Knowledge of Information Technology security functions and practices.
• Ability to work at a self-guided pace and as part of a team providing timely, high quality, customer-focused services to members of the campus community.
• Ability to work in a very busy environment with frequent interruptions, and still be able to prioritize and resolve conflicting user requests.
• Ability to work in a professional manner with access to confidential and other data types.

PREFERRED QUALIFICATIONS

• Lean / Six Sigma Certification.
• Agile Certification.
• Knowledge of the UNIX operating system and ability to use or learn shell operations (e.g. cp, ls, mv, file editing via vi).
• Prior experience using a help desk ticketing system.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Must possess a valid license to drive in the state of California and be able to participate in the Department of Motor Vehicles (DMV) pull notice program.
• Ability to work long periods of time at a computer with or without accommodation.
• Incumbent may be required to work nights, weekends and/or holidays.
• Ability to complete various compliance and job-related training as directed.
• The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

HOW TO APPLY

Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.


APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=35075&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

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, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.jeid-e50801cef085874786eaebba98bbf4e0