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IT Client Support Analyst

Job Number Full/Part Time Schedule Salary
27702982 Full Time 8AM - 5PM $69,164 - $119,071

Position Information

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. The candidate 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. In addition, 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. Will be required to monitor ticket queues to ensure ticket prompt solutions adhere to the correct SLA. The candidate 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. The candidate will be responsible for documenting system requirements and defining scopes of projects, participating in the implementation of projects, evaluating user needs, and determining a solution. The ideal candidate 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. The candidate must be a self-starter, demonstrate good judgment in selecting methods and techniques to obtain timely solutions and work independently, with little supervision. The budgeted salary amount for this position is up to $88,500/yr.

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.

Education

Education Requirements

Degree Requirement
Bachelor's degree in related area and/or equivalent experience/training. Required

Certifications

Certification Requirement
Azure Fundamentals Preferred
Office 365 Fundamentals Preferred

Experience

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

Special 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

Minimum Requirements

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.
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.
Demonstrated problem-solving skills. Working knowledge of desktop and business/technical support systems. Demonstrated judgment to delegate/escalate issues appropriately.
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.
In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
Thorough knowledge of desktop and business/technical support systems.
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.
Skills and abilities necessary to complete the most technical business/technical support functions.
Advanced skill at creating technical documentation for complex processes and applications.
Broad knowledge of IT-related products and services. General knowledge of other areas of IT.

Preferred Qualifications

Experience in use and knowledge of complex scripting languages.

Demonstrated ability to configure and customize moderately complex software.

In-depth understanding of divisional or institutional business processes to provide the highest level of support.

Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

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.

  • UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.

  • UC Riverside is the top university in the United States for social mobility. - U.S. News 2020

  • UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.

  • Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019

  • Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings

  • UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.


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

Job Description Details

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General Campus Information

University of California, Riverside
900 University Ave.
Riverside, CA 92521
Tel: (951) 827-1012

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Department Information

Human Resources
1160 University Ave.
Riverside, CA 92521

Fax: (951) 827-6493
E-mail: jobshelp@ucr.edu

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