General Information
| Job Description | BUS TCHL SUPP ANL 2 TX | Working Title | IT/Help Desk Analyst |
|---|---|---|---|
| Job Code | 007359 | Grade | |
| Department Name | SOM Finance & Administration - D02013 | Department Head | Maria Aldana |
| Supervisor | Armando Gauna | Effective Date | 03/01/2021 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| Provides IT/Help Desk support for various school of medicine (SOM) locations, including off-site medical/physician office clinics. Responsible for the administration, monitoring, and support of the SOM technical infrastructure. Responsible for the investigation, and resolution of technical issues as reported by the various entities within the school by working with campus central IT or vendors to resolve the issues. Key duties will include maintaining current infrastructure documentation up-to-date as well as creating new documents for both internal purposes and for non-technical staff. In addition, will manage assigned tickets which will require interaction with internal and external customers, and clearly communicating status information to the client. Position requires travel between various SOM sites (on campus, Intellicenter, clinics, etc.) as needed. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| Minimum of 2 years of related experience. | Required |
| Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. | Required |
| Experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. | Required |
| Experience developing and administering formal technical training to users at a variety of levels. | Required |
| Database experience. | Preferred |
| Web programming experience. | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|---|
| Microsoft technical certifications. | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|---|
| An additional 4 years of related experience can be substituted for the Bachelor's degree requirement, for a total of 6 years of related experience. | Required |
Key Responsibilities
| Description | % Time |
|---|---|
| Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots, resolves or appropriately triages moderately complex network connectivity issues. May provide server administration support to clients. Consults with users to assess and implement file structure needs and perform data migration. Performs backup server administration. Creates and oversees creation of complex technical documentation. Develops and/or provides training as needed based on consultation with users and understanding of technology including one-on-one and small group training, FAQs, knowledge-based entries organizational-wide and job aids to assist users electronically. Provides internal technical support to more junior staff members. Assist junior staff in resolving customer problems. Provides support/analysis for networked desktops and components, communications, applications and end user hardware for various SOM clinical sites. Responds to customer technical problems/issues. Escalates issues as appropriate. Reports on complex technical documentation. Develops training materials, visual aids, baseline build guides, technical drawings and schematics, infrastructure documentation, change requests, and test plans. | 35 |
| Tests hardware, software and configurations and analyzes/summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise/organizational-wide systems and analyzes system dependencies to resolve computing problems. Provides systems analysis support to clients. Analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals). Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs. | 30 |
| Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts. May require working with vendors, UCR Computing & Communications and Dell Health Administrator. Monitors and tracks issues to ensure accurate, timely resolution. Identifies, diagnoses and resolves problems affecting network performance by consulting with Campus Network Team or System Administrator. Effectively communicates with all stakeholders and team members. | 15 |
| Maintains existing disaster recovery planning, testing and response. Coordinates with Dell Health data center on recovery action plans. | 10 |
| Other duties as assigned. | 5 |
| Connects new machines to active directory and ensures that latest software patches are included. Manually resets passwords for clients that are not enrolled in Netrix Password reset. Coordinates with system administrator to perform Microsoft Active Directory maintenance and administration. Monitors the environment and performs security patch/software updates for desktops/laptops on the domain. Communicates scheduled and unscheduled maintenance with all constituents on the domain. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| 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. Working knowledge of desktop and business/technical support systems. | Required |
| Excellent verbal, written and interpersonal skills. Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization. | Required |
| Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | Required |
| Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Advanced skill at creating technical documentation for complex processes and applications. | Required |
| Demonstrated judgment to delegate/escalate issues appropriately. Demonstrated problem-solving skills. | Required |
| Effective skills at technical and administrative work direction. | Required |
| Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Preferred |
| Knowledge of configuring mobile devices. | Preferred |
| Basic knowledge of and experience with Microsoft's Active Directory -- group policy and adding desktops to the domain. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Position requires travel between various SOM sites (on campus, Intellicenter, clinics, etc.) as needed. | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Travel between various SOM sites (on campus, Intellicenter, clinics, etc.), as needed. |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |