General Information
| Job Description | BUS TCHL SUPP ANL 3 TX | Working Title | Residential Technology Analyst |
|---|---|---|---|
| Job Code | 007358 | Grade | |
| Department Name | Aux Office of the AVC - D02057 | Department Head | Heidi Scribner |
| Supervisor | Heidi Scribner | Effective Date | 04/17/2023 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|---|---|
| 004922 | STDT 1 | 11.0 |
| 004921 | STDT 2 | 1.0 |
Department Custom Scope
| Under the general supervision of the Senior Systems Manager for Auxiliary Services and in collaboration with the Senior Director for Housing Services, the Residential Technology Analyst (RTA) is an experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field. The position must be able to work independently and obtain timely solutions. The RTA must be customer service focused and possess interpersonal skills that enable the ability to successfully collaborate with a diversity of campus positions, demographics, and technological skill levels in a tactful, patient, and courteous manner. The RTA will be responsible for 24/7 maintenance and oversight of the residential network, the residential network registration system (NAC), resident technology resources, and Digital Millennium Copyright Act (DMCA) processes. The RTA supervises a student team to provide technology support for conferences, meetings and events, and to provide Tier 1 support to student residents. The RTA manages Housing Services technology and audio-visual equipment recommendations, procurement, inventory, and equipment replacement schedules. The RTA will be the primary tier of technical support for Housing Services staff, working collaboratively with the Housing Systems Administrator and UCR-Information Technology Solutions (ITS) to coordinate efforts and advocate on technical issues and check projects. This position independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions. Applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and / or equivalent experience / training with an emphasis in computer science, data processing, computer information systems, or a related field. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 4 - 7 years of related experience. | Required |
| Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. | Required |
| Supervisory or team leadership experience. | Required |
| Experience developing and administering formal technical training to users at a variety of levels. | Required |
| Experience conducting broad technical support, including Windows and MAC-OS hardware and software. | Required |
| Experience working in customer service/support and communicating effectively with a diverse audience. | Required |
| Experience working in a higher education or academic environment. | Preferred |
License Requirements
| License | Requirement |
|---|---|
| Valid Driver License | Required |
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support of residential students, Housing Services staff, and in support of conferences, meetings and events conducted in residential facilities and/or arranged by Housing Services or Dining & Hospitality Services. Troubleshoots network switches, port connectivity/errors, tones out and replaces cable jacks. Ensures referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures. | 35 |
| Responsible for 24/7 management and oversight of the residential network, both wired and wireless, of resident computer and gaming labs, resident print services, and the audio-visual resources associated with resident study, meeting and social rooms. Manages the residential network registration system (NAC). Responsible for timely coordination of all activities to ensure compliance with the Digital Millennium Copyright Act (DMCA). Configures and customizes software based on user needs. Coordinates Housing Services staff access to departmental software or systems, network drives, resource calendars, and campus systems. Implements and configures settings in services and systems such as department digital signage to comply with business rules. Understands industry, marketplace and technology trends relative to user needs to provide input to technology and support direction for Housing Services operations. Provides strategic input to system redesign or development efforts based on user needs. | 35 |
| Project Management - Recommends information technology strategies, policies, and procedures by evaluating department outcomes or expressed needs. Identifies problems, evaluates trends, and anticipates requirements. Develops technology and A/V equipment guidelines/recommendations, conducts regular equipment inventory, compiles equipment replacement schedule, and coordinates equipment procurement and installation. Completes projects by coordinating resources and developing timetables with the Auxiliary Business Systems and/or UCR-ITS teams. Recruits, trains and supervises a student team that assists with providing technology support for conferences, meetings, and events and also provides Tier 1 support to student residents. Verifies project or process results by conducting system audits of technology implemented, analyzing work ticket trends, as well as reviewing customer feedback and survey results. | 20 |
| Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behavior and oversees testing process and provides results to the Housing Systems Administrator. Coordinates user content migration across hardware or software environments. Analyzes and prepares various levels of internal and external-facing documentation used by end users across Housing Services. Creates, analyzes, summarizes and monitors usage and other ad hoc reports. Escalates software problems to Housing Systems Administrator. | 10 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. | Required |
| Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | Required |
| Demonstrated skill at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. | Required |
| Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. | Required |
| Broad knowledge of IT-related products and services. General knowledge of other areas of IT. | Required |
| Skills and abilities necessary to complete the most technical business / technical support functions. | Required |
| Thorough knowledge of desktop and business / technical support systems. | Required |
| Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. | Required |
| Advanced skill at creating technical documentation for complex processes and applications. | Preferred |
| Demonstrated ability to configure and customize moderately complex software. | Preferred |
| In-depth understanding of divisional or institutional business processes to provide the highest level of support. | Preferred |
| In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. | Preferred |
| Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. | Required |
| Must successfully complete a background check through the DOJ and FBI prior to appointment start date. | Required |
| Shift Work (hours outside standard Mon-Fri 8AM-5PM work hours) | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Campus |
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 |