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Desktop Specialist
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Position Number: 2313590
Location: ,
Position Type: Computer and Information Technology

Desktop Specialist

Location: Santa Cruz
Job ID: 19742

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 Initial Review Date (IRD) for this job is: 07-06-2021

Dept Marketing Statement
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 Overview

The Desktop Specialist uses professional business/technical support concepts to resolve hardware and software issues of moderate scope and complexity where analysis of situations or data requires a review of a variety of factors.

A successful candidate will apply campus policies and procedures to support a broad range of services to a diverse client base (faculty, staff and grad students). The Specialist analyses processes and practices for policy compliance and process effectiveness and recommends improvements. The Specialist will also work with other ITS staff including Divisional Liaisons, Local IT Specialists and ITS Service Providers for technical information sharing, to maintain current knowledge on campus standards, current installation methods and business processes, and for referral of troubleshooting and problem resolution.

The position provides technical and process procedures for Support Center Coordinators and student employees. Strong communication and organizational skills are required to perform training, troubleshooting functions and for service team participation.

Pay, Benefits, & Work Schedule
Salary Information: Salary Range: $27.08 - $33.83/hour. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: This position is eligible for Full benefits

Schedule Information:
Full-time, Fixed
Percentage of Time: 100%
Average Hours Per Week: 40
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: Yes - TX Union

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

Job Duties
50% - Process Development and Improvement

Monitor and manage ticketing system for process adherence and improvement.
Review completed requests to ensure compliance with documented procedures.
Review errors with support personnel and ensure they have the information needed to successfully resolve issues.
Analyze policies and develop process and procedural modifications to maintain and/or improve performance or build greater efficiencies in service delivery.
Develop and maintain documentation for internal training and self-help documentation for public use.\
Train Desktop Technicians, student assistants and other service providers in technical and procedural practices. Provide training either individually or to groups, through remote, in-person or recorded training sessions. Meet regularly and participate on the Support Center Operations Team.
In coordination with the Computer Management Specialist, perform pre- and post- deployment image testing to ensure quality of service and recommend improvements and enhancements.
Develop and deploy scripts and tools to configure managed and unmanaged computers.

25% - Student Health Services Support

Provide exceptional customer service to UCSC Student Health Services staff. Respond to requests for technical assistance via phone, email, chat, in-person and/or utilizing remote assistance tools.
Perform tier 1 (known issue with known resolution), tier 2, (issue requiring research) and tier 3 (complex issue requiring extensive research) multiplatform (Mac and Windows) desktop and application support of end-user machines. Recommend, install, upgrade and configure systems hardware and operating system software for accessing local, campus and cloud-based resources.
Work with clients to recreate reported issues and perform in-depth research to discover solutions. Test solutions prior to deploying fixes for technical issues of moderate complexity. Represent the client's needs on issues escalated to technical teams. Collaborate with IT service providers to develop and deploy workarounds for service issues. Work with ITS service providers on identifying solutions to significantly complex issues up to and including identifying application bugs or operating system conflicts.
Ensure 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 individuals, both verbally and in written form. Ensure client's needs are met and solutions are clearly understood.
Consult with users, provide assistance and expert advice on how to best utilize IT services in the performance of the University mission. Communicate available services, service level agreements, and service support procedures. Assist users in gaining efficiency to operational procedures through the use of available technology. Collaborate with clients and ITS service providers to consistently improve the effectiveness of technical support in meeting clients' needs.
Provide documentation, analysis, planning and communication as a support subject matter expert. Perform in-depth research and self-training to keep current of technologies and processes in given subject area.

25% - Generalizing Specialist Support and Other Duties

Participate in various Information Technology Services (ITS) related projects, service teams and committees providing subject matter expertise, representation of support personnel requirements and as client advocate. Lead project teams and work groups in the successful completion of formal and informal service improvements.
Provide support to Endpoint Support staff and specialists, ensuring timely resolution of incidents and support for ongoing projects. Allows for continuity and addresses single point of contact issues for support units. Assists in developing processes and skills associated with endpoint support.
Partner with various ITS personnel to establish escalation procedures and operating level agreements. Document information gathering requirements, communication channels, and agreed upon response times.
Participate in formal training sessions and/or conferences to enhance skills relevant to the job.

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

Bachelor's degree in related area and / or equivalent experience / training.
Ability to work independently and as part of a team providing timely, high quality customer service.
Ability to learn and absorb new information, both technical and procedural, and clearly disseminate information to end-users of varying computing skills.
Extensive experience developing and documenting support processes, KBs and FAQs, both internal and public facing.
Experience as escalation point for moderately complex issue diagnosis and resolution for novice through expert users.
Ability to apply critical thinking skills to diagnose and solve moderately complex problems. Skilled in research and solution testing for hardware and application issues.
Broad knowledge and recent experience troubleshooting, installing and configuring microcomputer hardware, operating systems, applications and peripherals, in multiple platform (Mac and Windows) environments.
Ability to configure and resolve issues for wired and wireless connections, communications software, on mobile devices, laptops and desktops.
Advanced knowledge of standard business productivity software.
Extensive experience with authorization and authentication practices.
Knowledge of and technical expertise with incident management systems and remote assistance tools.
Ability to complete tasks on time and within established parameters.
Ability to work in an extremely busy environment, with frequent interruptions and be able to prioritize and resolve conflicting user requests.
Ability to work in a professional manner. Ability to maintain confidentiality.
Knowledge of Information Technology security functions and practices.

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=19742&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.