Position Details
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Desktop Support Technician
| Job Number | Full/Part Time | Schedule | Salary |
|---|---|---|---|
| 202009166121 | Full Time | 8AM - 5PM | $59,988 - $91,329 |
Position Information
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.
Minimum Requirements
(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.
(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
(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.
(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.
Additional Information
In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
- UC Riverside was included in the (August 2018) edition of The Princeton Review's "The Best 382 Colleges."
- Shanghai Jiao Tong University (August 2017) Academic Ranking of World Universities ranked UC Riverside among the top 151 institutions. This survey bills itself as "the most trustworthy precursor of global rankings of the world's top 500 universities."
- In 2016, UCR was recognized for graduation rate success by the Association of Public and Land-Grant Universities (APLU) for achieving near parity across racial-ethnic, socio-economic, and gender boundaries.
- UCR ranks among the Top 15 Public Research Universities in the nation, as identified by the 2017 Washington Monthly.
- In 2017, two separate reports from the Education Trust celebrated UCR as a national leader for African American and Latino student success. UCR was one of just three schools to be named top-performing institutions in both reports and the only California campus recognized among 18 top-performing colleges and universities in the nation for high black student graduation rates.
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview