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Support Center Coordinator
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Position Number: 2686000
Location: Santa Cruz, CA
Position Type: Computer and Information Technology

Support Center Coordinator

Location: Santa Cruz
Job ID: 27876

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.

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.

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: 01-04-2022

DEPARTMENT OVERVIEW

The Information Technology Services Support Center is the single point of contact for all support requests, incident reports, and information requests or questions related to technology services and computing at UC Santa Cruz. The primary functions of the Support Center Coordinator are to answer phone calls and respond to support requests submitted online and via email, and to diagnose problems by asking accurate, concise questions in a professional and courteous manner. The Support Center Coordinator needs to accurately analyze, prioritize, troubleshoot, and resolve support requests within established service levels. Typical requests focus on Google cloud-based services such as email and calendar issues, Zoom, MFA, VPN, network connections including wired and wireless, and supporting client systems including desktop, laptop and mobile computing devices. The Support Center Coordinator also escalates tickets to other support groups as appropriate, and may train, supervise, and effectively performance manage frontline student employees. The Support Center Coordinator must set client expectations based on SLAs while consistently providing exceptional customer support.

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

APPOINTMENT INFORMATION

Salary Information: Salary Range: $28.03 - $34.14/hour. Salary commensurate with skills, qualifications and experience.

Benefits Level Eligibility: Full benefits

Schedule Information:

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

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus - Kerr Hall

Union Representation: TX Union

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

JOB DUTIES

65% - Technical Support

Analyze, troubleshoot, resolve or appropriately triage moderately complex internal and external client requests and accurately record this work in the ITS ticketing system.
Resolve client requests through problem identification and analysis, utilizing technical expertise and documented troubleshooting procedures.
Respond to requests for technical assistance by phone, email, in person, Zoom, and/or utilizing remote assistance tools. Analyze and determine computing needs and make recommendations on appropriate tools (hardware, software, peripherals).
Demonstrated skill in configuring, troubleshooting and supporting client systems including desktop, laptop and mobile computing devices and familiarity with remote desktop tools. Provide analysis, documentation, planning and communication for ITS products including Zoom, MFA, and Google cloud-based services, including email and calendar, and on desktop and mobile devices.
Provide feature and troubleshooting support for business productivity applications including Microsoft Office, Adobe products and standard web browsers and operating systems.
Support networking configurations including VPN, wireless and remote access as well as demonstrated skill in troubleshooting and supporting desktop and network printing issues.
Serve as escalation point for challenging clients and in-depth technical incidents for student employees. Enforce data integrity and file system security for the desktop environment.
Assist clients in understanding and adhering to campus policies related to ITS products including password security, restricted data protection and workstation configuration settings.

15% - Customer Support and Communication

Provide exceptional customer support and broad technical support to UC Santa Cruz faculty, staff, students and guests.
Clearly communicate technical information to both technical and nontechnical individuals or groups at various levels in the organization either verbally or in writing.
Experience in performing callbacks to clients and knowledge of effective telephone etiquette.
Ability to establish and maintain cooperative working relationships with a variety of campus colleagues and clients.
Experienced in addressing conflict and can successfully apply resolution strategies. Skilled in interacting with clients of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional client support and problem resolution.

10% - Documentation and Process Improvement

Create and improve processes, procedures, and oversee creation of moderately complex technical documentation.
Set priorities which accurately reflect the relative importance of job responsibilities and ability to adjust priorities quickly as circumstances dictate.
Develop and/or provide training as needed based on consultation with clients and understanding of technology including one-on-one and small group training, FAQs, and campus knowledge base articles to assist clients.
Monitor and collect data from the incident management system and deliver to support center management for analysis.
Ensure all incidents and support requests are accurately tracked, escalated, and resolved in alignment with internal support procedures and campus policies.
Recognize and appropriately respond to unplanned outages or maintenance events, and communicate issues and mitigation clearly to campus constituents and/or internal service providers.

10% - Project and Other Duties

Participate in various ITS related projects. Meet regularly with Support Center staff and divisional ITS staff to maintain knowledge of current campus standards, processes and ongoing IT issues.
Train, supervise, and effectively performance manage student employees.
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

Overall:

Strong customer support orientation and ability to establish and maintain cooperative working relationships with the campus community.
Ability to identify, research and resolve complex technical problems, and provide support to clients for a variety of ITS products, technical applications, system and OS issues.
Experience using a Service Desk ticketing system.
Professional experience with at creating, maintaining, and following technical documentation for complex processes and applications.
Experience supporting clients of various social, cultural, economic and educational backgrounds either remotely or over the phone, through written instructions, or with remote assistance software.
Effective at organizing workflow to accomplish established objectives.
Demonstrated skills at providing direction to others and ability to assign and monitor completion and quality of tasks.

Customer Support:

Ability to support and interact with all levels of personnel, including members of the campus community and guests, in a friendly, courteous and in a professional manner.
Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Experience in performing callbacks to clients and knowledge of effective telephone etiquette.
Ability to meet or exceed service level agreement expectations. Commitment to excellence and high standards.
Strong organizational, time management, and decision making skills.

Technical Skills:

Broad knowledge and experience using and troubleshooting standard business productivity software and current Windows and Mac operating systems.
Demonstrated skill in configuring, troubleshooting and supporting client systems including desktop, laptop and mobile computing devices and familiarity with remote desktop tools.
Experience with password resets, client authentication and authorization systems. 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. Experience developing and administering formal technical training to others at a variety of levels.

Professionalism:

Ability to work independently and as part of a team providing timely, high quality customer-focused support to all 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 client requests.
Ability to work in a professional manner with access to confidential and other data types.

PREFERRED QUALIFICATIONS

General knowledge of other areas of IT including organization computer requirements, recommendations and policies including security standards.
Intermediate knowledge of IT related products and services.
Lean / Six Sigma Certification.
Agile Certification.
Knowledge of ITIL framework and/or ITIL or HDI certifications.

SPECIAL CONDITIONS OF EMPLOYMENT

Selected candidate will be required to pass a pre-employment criminal history background check.
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 <a data-saferedirecturl="https://www.google.com/url?q=https://shr.ucsc.edu/talent-acquisition/applicant_resources/how-to-apply/index.html&source=gmail&ust=1638637437949000&usg=AOvVaw3ukTnLkJtkB6lV_DlOWclr" href="https://apptrkr.com/get_redirect.php?id=2686000&targetURL=https://shr.ucsc.edu/talent-acquisition/applicant_resources/how-to-apply/index.html" target="_blank">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=27876&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.