ITS Service Desk Team Member
UC San Diego
ITS Service Desk Team Member
Extended Deadline: Thu 2/13/2020
Salary Range: $24.42 - $28.05 /hour
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.
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 (including research) services, and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UCSD faculty, staff, student and affiliates. Supported services includes but is not limited to network (wired/wireless), network security and authentication, voice, central email, business/academic applications, instructional classrooms/labs, and classroom technology.
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.
Responsibilities:
Provides world class customer support for the content, services and tools provided by ITS. Support 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. Apply professional business/technical support concepts to resolve hardware, software and networking issues. Assist with year round training for service desk staff and customers.Assist with a variety of Service Desk projects, including but not limited to documentation, application and tool testing and feedback.
• 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.
• Employee must be available to travel as required.
• Must have access to reliable transportation.
QUALIFICATIONS
• A Bachelor's Degree in related area; and/or equivalent experience/training.
• Experience providing high level customer service and understanding of active listening skills, to both internal and external customers. Demonstrated ability to collaborate with others, interface with management and other departments regularly, and communicate effectively.
• Demonstrated ability to interface with peers, customers, technical experts and others in a positive way on a regular basis. Strongly service-oriented in attitude and actions. Demonstrated leadership experience.
• Proven skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Skill in various OS's (Windows -Windows 7/8.1/10, Apple - OSX.8 +, Linux - Ubuntu, Android - 5.0, iOS 8 +, Windows Mobile) based computers and security applications (Anti-virus, VPN).
• Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. General knowledge large scale computing environments (IBM mainframe, Windows & Red Hat).
• 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.
• Strong skills in oral and written communications regarding technical subjects that can be used to communicate, in a helpful, effective and informative manner via telephone, electronic mail and IM.
• 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.
• Proven skill and knowledge of customer service in a large, complex computing/ telecommunications environment. Skill working with angry customers and successfully de-escalating tense situations. Understanding of active listening.
• Demonstrated ability to work independently and as part of a team. Strong problem-solving skills. Ability to learn effectively and meet deadlines.
Preferred
• Knowledge of University policies and procedures.
• Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
SPECIAL CONDITIONS
• Job offer is contingent upon a satisfactory clearance based on background check results.
• Must have valid/current California driver's license.
Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce.
This position is eligible for full benefits first day of hire:
a) Health/Dental/Vision Insurance.
b) Vacation/holidays (15 vacation days & 13 paid holidays a year).
c) Work/Life Balance.
d) UC Retirement Plan
e) Pet insurance.
For more information about UCSD Benefits visit https://blink.ucsd.edu/HR/benefits/ and Work/Life visit https://blink.ucsd.edu/HR/benefits/work-life/.
To calculate an approximate value of the UC Total Compensation package, please click here https://ucnet.universityofcalifornia.edu/compensation-and-benefits/total-compensation-calculator.php/.
APPLY ONLINE:
http://50.73.55.13/counter.php?id=178212
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html