General Information
| Payroll Title | BUS TCHL SUPP ANL 2 TX | Title Code | 007359 | Grade/Step | Working Title | Desktop Support Technician | |
|---|---|---|---|---|---|---|---|
| Department Name | Computing Support Services | Supervisor | Phyllis A Franco | Department Head | Gordon, Emily M |
Special Requirements and Conditions
| Critical Position |
| Valid Driver License |
| Overtime |
| Shift Work |
| Travel |
| Travel Outside of Normal Business Hours |
| Other (provide description - max. 300 characters) |
| Other (description) |
|---|
| Must possess or obtain a Valid CA Driver's License in order to drive either University-owned vehicle or personal vehicle to various sites on UCR's general campus as well as off campus sites (e.g. Palm Desert campus). Travel is occasional for professional development. |
Level of Supervision Received
| General Supervision |
Items Used
| University-Owned Vehicle (Golf Cart) |
| Standard Office Equipment (Laptop Computer, Printer, Scanner, Copier) |
Position Purpose
| The candidate will be part of a team that provides a high level of technical support to students, staff and faculty and have experience in desktop service with hardware and software installation, diagnosis and repair; strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. Candidate should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner and have demonstrated ability to work with colleagues in a higher education environment. This position will also be the technical support between ITS and vendors for various hardware and software issues for campus stakeholders. Candidate must possess and apply both business and technical expertise on moderately complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, smart temps, timekeeping hardware as well as any new initiatives/projects that are implemented. The ideal candidate will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The candidate must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work with some independence and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and un-managed environments. Candidate will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Tier 1 & 2 Help Desk Support | 40 |
| Provides Tier 1 & Tier 2 computer helpdesk and ServiceNow ticket support to all campus faculty, staff and students. Aims for first call resolution of tickets and phone calls, will be first contact for most of ITS and triage calls to appropriate ITS groups. Will be supporting users on their Windows and Mac computer hardware, software, account and password issues, smartphones and tablets, wired and wireless networking, security and both Office 365 and R'Mail email systems. |
|
| Technical Support | 30 |
| Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots, resolves or appropriately triages moderately complex network connectivity issues. 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. Uses tools to manage a variety of systems to monitor, deploy and assess hardware needs including updates and configuration changes. | |
| Testing, Configuration, Analysis, Recommendations | 20 |
| 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). | |
| Internal Documentation and System Redesign/Development | 10 |
| Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs. | |
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| Bachelor's degree in related area and/or equivalent experience/training. |
|
| 2 | |
| Minimum of 2 years of experience. | |
| 3 | |
| Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Working knowledge of desktop and business/technical support systems. |
|
| 4 | |
| Demonstrates problem-solving skills. Demonstrated judgment to delegate/escalate issues appropriately. | |
| 5 | |
| Advanced skill at creating technical documentation for complex processes and applications. 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. | |
| 6 | |
| Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. | |
| 7 | |
| General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. | |
| 8 | |
| Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. | |
| 9 | |
| Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. Experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. | |
| 10 | |
| Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Minimum of 5 years of experience. | |
| 2 | |
| Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | |
| 3 | |
| Demonstrated skill in providing excellent customer service in a University environment. | |
| 4 | |
| Certifications: ITIL Foundation and/or HDI Support Center Analyst. | |