Desktop Computer Support Technician

Job Description: The candidate will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service including hardware and software installation, and diagnosis and repair; The incumbent must have a 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 as well as demonstrated ability to work with colleagues in a higher education environment. This position will also be the highest tier of technical support between ITS and vendors for various hardware and software issues for campus stakeholders. Candidate must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administrationof 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 independently 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 inboth managed and non-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. This position, at times, could also be responsible for supervising student staff by providing guidance, training and mentorship. This position seeks to independently streamline, uphold and update processes when necessary with little supervision. The budgeted maximum annual salary for this position is $85,127. Education & Experience Requirements Bachelor's degree in related field and/or equivalent experience/training. Required Experience Requirements 4-7 years of experience Required License Requirements Valid Driver's License Required Certification Requirements ITIL Foundation Preferred HDI Support Center Analyst Preferred Educational Condition Requirements Condition Requirement Key Responsibilities Description % Time Technical Support Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and highly technical applications and application groups (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. 35 Testing, Configuration, Analysis, Recommendations Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behaviorand oversees testing process and provides results to developers or system administrators. Manages large user content migration across hardware or software environments. Creates, analyzes, summarizes and monitors usage reports. Escalates software problems to development team. Coordinates user acceptance activities. 25 Internal Documentation and System Redesign/Development 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. Analyzes and prepares various levels of internal andexternal-facing documentation used by end users across the institution. 15 SCCM Administration Create master OS image file, SCCM application installation package, task sequence, driver package and boot image and media. Manage offline servicing of master OS image file, patch management, task sequence and application package deployment. Responsible for Software Center Management. Participates in SCCM work group. 15 Project Management & Supervisory/Training Responsibilities Manages projects. May function as a lead, scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels. Provides technical training to junior employees. 10 Knowledge, Skills & Abilities Knowledge/Skill/Ability Requirement Ability to elicit and communicate technical and non-technical information in a clear and concise manner and develop technical documentation for complex processes and applications.Required Requires 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. Required Understanding of divisional or institutional business processes to provide the highest level of support. Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Required Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Required Demonstrated ability to configure and customize moderately complex software. Demonstrated ability to construct and execute test plans for hardware and software. Required Demonstrated skill in providing excellent customer service. Required Demonstrates problem-solving skills. Demonstrated judgment to delegate / escalate issues appropriately. Required Demonstrated skill at project management processes. Required Working knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Required In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. Preferred Thorough knowledge of Information Technology Solutions' and UCR's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Preferred Advanced skill at creating technical documentation for complex processes and applications. Preferred Thorough knowledge of desktop and business/technical support systems. Preferred Special Requirements & Conditions Special Condition Requirement Occasional travel for university related business meetings, conferences and/or professional development. Required Travel Outside of Normal Business Hours Required Background Check Required Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. Required Critical Position Is Critical Position: Yes PI136744189