Apple Device & Workstation Support Technician (Ad&Wst)

University Of California Los Angeles , CA 90009

Posted 1 week ago

Requisition Number:29817 Job Title:PROGRAMMER/ANALYST I Working Title:Apple Device & Workstation Support Technician (AD&WST) Salary:$21.75 - $34.62 hourly Job Type:Contract Department Name:5400-GENERAL LIBRARY Department Website URL: Job Summary Statement:Reporting to the Apple Device & AV Services Coordinator (AD&AVSC) the Apple Device & Workstation Support Technician (AD&WST) focuses on Apple device support throughout the Library. The AD&WST troubleshoots mobile, desktop, and specialty Apple devices, both hardware and software, providing first-tier technical support on location and in the office, and determines when hardware should be repaired.

If escalation is required, the Apple Device & Workstation Support Technician actively works with the end-user and other Digital Initiatives and Information Technology (DIIT) staff to determine next steps, using the Library's ticketing and documentation systems. The Apple Device & Workstation Support Technician actively monitors the ticketing system for Apple-specific problems and requests, assisting the DIIT Logistics and Service Desk Teams in routing those issues. The Apple Device & Workstation Support Technician works closely with other full-time DIITOS staff to utilize Apple-specific management software and develop workflows to support a variety of devices and use-cases.

Library Digital Initiatives and IT Operations and Services (DIITOS) supports the use of technology to encourage innovation in teaching, learning, & research. Under the leadership of the Head of Library IT Operations (HDIITOS), the staff of 12 career FTE provide services including: computing commons electronic learning spaces (CLICC and Research Commons); equipment for loan (laptop lending service); access to instructional software & research tools; & stable & robust core IT services.

DIITOS supports the work of the UCLA Library staff, providing computing resources & supporting their access to technology, enabling them to provide excellent service. Collaborating with campus & community partners, DIITOS supports approximately 1,700 workstations, 120 servers (physical and virtual), 500 TB of storage, 45 switches, 500 printers, peripheral devices, & audio/visual equipment for 400 library staff members plus all undergraduates, faculty, professional school students & members of the public.

Digital Initiatives and Information Technology (DIIT) supports library staff and users by providing access to library technologies via the campus network infrastructure backbone. Supported technology resources include the integrated library system and online catalog; network connectivity including servers, storage, operating system and application server delivery; and programming and application development in support of digital and web based initiatives. Through collaborative efforts with all areas of UCLA's libraries, DIIT assists in the development and delivery of technologies for all types of electronic resources. DIIT is comprised of three teams: Operations and Services (including Data Center and Network Team, Helpdesk Team and Learning & Research Technology Services), Software Development, and the Digital Library Program. DIIT's 40 staff members also work as collaborative partners with units in other areas of the library, and provide technology support for the major business systems used by the libraries. Percentage of Time:100% Shift Start:8:00 am Shift End:5:00 pmQualifications for Position
21Records QualificationsRequired/Preferred
1.A minimum of 2 years of technology work experience involving Apple hardware and software.

2.Knowledge of both Mac and Windows operating systems administration tasks.

3.Ability to identify, troubleshoot, log technical problems effectively.

4.Working knowledge of mobile devices including tablets, mobile phones.

5.Working knowledge of common productivity software, such as Microsoft Office, and Adobe Acrobat, as well as MacOS-specific software such as Pages and Keynote.

6.Demonstrated ability to write effective documentation for both technical and non-technical users.

7.Ability to quickly learn new software systems.

8.Ability to work with frequent interruptions and adjust priorities as situations arise.

9.Willingness to learn new systems and software programs and impart that knowledge to users and other staff members.

10. Strong customer service orientation and ability to provide high-quality and timely customer service in a technical/computing/AV environment in order to address a range of questions and respond to continuous requests for information and services. Ability to prioritize tasks and demonstrate resourcefulness in providing information and support to students, staff and faculty.

11. Working knowledge of mobile devices including tablets.

12. Skill in working as part of a team or collaborating with colleagues.

13. Ability to follow directions from supervisors and to work independently with minimal supervision to perform job functions.

14. Ability to initiate and maintain cooperative working relationships with co-workers, supervisors, and managers. Ability to work harmoniously and as a team player, thrive in a team-based environment, and skill in fostering teamwork among others.

15. Ability to get to work reliably and on time and to be present in the workplace during normal working hours.

16. Demonstrated ability to write, report and document procedures and information concerning Apple and specialty devices in the UCLA Library.

17. Prior experience with the Jamf Pro management platform.

18. Experience supporting technology in an educational institution.

19. Familiarity with IT management software in a complex environment.

Can be trained
20. Experience with technical staff and other Library staff applications and procedures.

Can be trained
21.Familiarity with audio-visual systems and technical support needs, familiarity with networking principles and protocols as they pertain to Apple devices.

Can be trained

Additional Posting InformationBargaining Unit:99-Policy Covered Application Deadline:05-03-2019 External Posting Date: Quicklink To Special Instructions:NOTE:

This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have ALL FILES ready to upload when applying.

This position is a two-year contract appointment. Contact information:

Number of Positions:Special EmploymentDesignations/Requirements Per UC PolicyConflict of Interest:N/A Critical:Continued employment contingent upon completion of satisfactory background investigation. Driving Record:N/A E-Verify Check:

Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

More InformationThis position does not require E-Verify check. CANRA:

Is this position designated as a mandatory reporter under CANRA?No Other Special Employment

Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.

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Apple Device & Workstation Support Technician (Ad&Wst)

University Of California