General Information
| Job Description | BUS TCHL SUPP ANL 3 TX | Working Title | IT Client Support Analyst |
|---|---|---|---|
| Job Code | 007358 | Grade | |
| Department Name | SOM Finance & Administration - D02013 | Department Head | Simon Linwood |
| Supervisor | Armando Gauna | Effective Date |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| The IT Client Support Analyst is responsible for the administration, monitoring, and client support within the School of Medicine (SOM) located at the UC Riverside campus, including off-site UCR Health clinics in the Inland Empire and Orange County. They must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administration of desktop/laptop, EPIC (EMR) support, network/ local/ scanner/ label printers, and medical carts. They will also utilize knowledge and skills within: Microsoft Active Directory/Exchange accounts (onboard/ offboard), end-point security solutions (end-point protection, remote tool, email protection, and vulnerability protection), and other schools of medicine hardware and software solutions. They will be required to monitor ticket queues to ensure ticket prompt solutions adhere to the correct SLA. They should be customer service focused and have interpersonal and communication skills that would enable the ability to work with the campus and health community in a thoughtful, patient, and courteous manner, as well as demonstrate the ability to work with colleagues in a higher education environment. They are responsible for documenting system requirements and defining scopes of projects, participating in the implementation of projects, evaluating user needs, and determining a solution. They will collaborate with our stakeholders (staff, faculty, and students) and work directly with other SOM IT and ITS divisions to coordinate efforts and advocate for their customers on technical issues and projects. They must be a self-starter, demonstrate good judgment in selecting methods and techniques to obtain timely solutions and work independently, with little supervision. |
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 4-7 years of related experience. | Required |
| Minimum of 3 years of experience supporting Windows and MAC-OS hardware and software. | Required |
| Experience managing or working within Microsoft O365 and/or Azure Cloud Services. | Required |
| Experience with Active Directory and Microsoft Exchange. | Required |
| Experience working in a higher education and clinical environment. | Preferred |
| Experience supporting end-point security tools. | Preferred |
| Experience at providing technical and administrative work direction. | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|---|
| Azure Fundamentals | Preferred |
| Office 365 Fundamentals | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Gathers, analyzes, reviews, categorizes, and oversees ticket assignments for technical support for divisional users ensuring referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and internal technical staff (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. | 40 |
| Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Manages larger user content migration across hardware or software environments. Analyzes and prepares various levels of internal and external-facing documentation used by end users across the institution. Creates, analyzes, summarizes, and monitors usage reports. Escalates software problems to appropriate groups or vendors. Coordinates user acceptance activities. | 30 |
| Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks. Implements and configures settings in services and systems to comply with business rules at a campus, medical center or other university entity. Understands marketplace and technology trends relative to user needs to provide input to technology and support direction for a campus, medical center or other university entity. Provides strategic input to system redesign or development efforts based on user needs. May build test scripts. | 20 |
| Project Management - Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements. Completes projects by coordinating resources and timetables with the SOM IT department. Verifies application results by conducting system audits of technologies implemented. | 10 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| 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 |
| 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. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. | Required |
| Demonstrated problem-solving skills. Working knowledge of desktop and business/technical support systems. Demonstrated judgment to delegate/escalate issues appropriately. | Required |
| Demonstrated skill at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. | Required |
| In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. | Required |
| Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | Required |
| Thorough knowledge of desktop and business/technical support systems. | Required |
| Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. | Required |
| Skills and abilities necessary to complete the most technical business/technical support functions. | Required |
| Advanced skill at creating technical documentation for complex processes and applications. | Required |
| Broad knowledge of IT-related products and services. General knowledge of other areas of IT. | Required |
| Experience in use and knowledge of complex scripting languages. | 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 |
| 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 |
|---|---|
| Position requires travel between various SOM sites (on campus, lntellicenter, clinics, etc.) as needed. | Required |
| Occasional travel for university related business meetings, conferences and/or professional development. | 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 |