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Desktop Support Technician
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Position Number: 2308315
Location: ,
Position Type: Computer and Information Technology

Desktop Support Technician

Location: Santa Cruz
Job ID: 19579

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: 07-01-2021

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

Typically found in large central departments serving multiple departments or units, this family 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.

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
85% - Technical Support

Provide 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 tools.
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 nontechnical individuals, both verbally and in written form.

15% - Project and Other Duties

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

Strong 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.
Strong 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 independently and as part of a team providing timely, high quality, customer-focused services to members of the campus community.
Ability to work in an extremely 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.

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=19579&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.