#134184 Service Desk Support Analyst (BTSA 2)

DESCRIPTION

UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.

Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what’s right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego’s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.

Workplace Technology Services (WTS) is responsible for adopting, deploying, and maintaining campus-wide workplace services for faculty, staff, and students. This includes email, calendaring, web content management, signature, mobile technologies, collaboration services, and business intelligence.

As part of WTS, the Service Desk team supports both business and academic services, and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UCSD faculty, staff, student and affiliates. Supported services include network (wired/wireless), phone/voicemail, central email, business/academic applications, instructional classroom/lab, and classroom technology support.

The Service Desk Support Team Member will work with a team of career and student staff to provide world class customer IT service over the phone, electronic communication and in person to the staff, faculty and students at UC San Diego. We are highly collaborative and are always looking for ways to improve the customer experience as well as how we work.

• Employee must be available to work evenings and weekends.

• The Service Desk opens at 6:45am and closes at 10:15pm. Must be able to work flexible hours.

• Overtime may be required.

• Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.

• The primary focus of this position is providing world class customer service for content, services and tools provided by ITS, including but not limited to campus LAN/WAN (including on-campus residential support - ResNet), network security, messaging and meeting technologies, authentication (Single Sign-On, DUO, etc), Link Family, MyServices, campus telephone / voicemail services, instructional technology and user services (Canvas, TritonEd, student accounts, cplot poster printing, first tier desktop/browser configuration support, mainframe services (IFIS, ISIS, PPS), Classroom Technology Support, computer rooms & labs, repair technician dispatching, and the monitoring, creation and revision of end user content supporting these services and tools.

• Additional responsibilities include training, documentation, recommending steps for continual service improvement and assisting with various Service Desk projects.

QUALIFICATIONS

• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated experience providing exceptional customer service (external and internal) in a diverse, busy, technical environment. Strong oral and written communication skills regarding technical subjects and the ability to communicate, in a helpful, effective and informative manner via face to face, phone, email and chat. Superior interpersonal skills including tact, diplomacy and flexibility; Ability to communicate with individuals of diverse cultural and ethnic background in working with staff at all levels of an organization. Demonstrated Active Listening skills.

• Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

• Advanced skill at creating technical documentation for complex processes and applications.

• Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.

• General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. Including, but not limited to, Zoom, Teams and other collaboration tools, multi-factor authentication, Active Directory, and Email (Exchange and Gmail).

SPECIAL CONDITIONS

• Job offer is contingent upon satisfactory clearance based on background check results.

• Employee must be available to travel as required.

• Must have access to reliable transportation.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace