Requisition Number: 28807 Job Title: PROGRAMMER/ANALYST I Working Title:
Help Desk Technician Salary: $21.75 - $34.62 hourly Job Type: Career Department Name: 5586-UNEX-INFORMATION TECHNOLOGY SERVICES Department Website URL: www.uclaextension.edu Job Summary Statement: Under the general supervision of Assistant Director of Information Technology Services (ITS), the Help Desk Technician provides customer service to all UCLA Extension (UNEX) employees by answering the ITS phones and responding to help desk ticket tracking system and other reported problems. The Help Desk Technician is the first level of support and response for UNEX users and will assess level of problem and involve computer technicians and engineers as needed.
The working hours for this position are 7 am to 4 pm. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position
13 Records Qualifications Required/Preferred
Strong customer service orientation and possess the ability to establish and maintain cooperative working relationships with UNEX staff members
Demonstrated skills in personal computer and network systems, communication and system software.
Skill in analyzing information, problems, situations, etc., to identify the problem and solutions.
Skill in working collaboratively with other IT staff members while adhering to direction and following through on assignments. Ability to prioritize assignments with minimal direction and to complete work in a timely manner.
Skill in listening to the user's description of the problem, asking probing questions to ascertain issue and/or problem while portraying to the user availability and approachability.
Demonstrated ability to handle difficult customer service situations calmly, courteously, and efficiently.
Skill in writing concise, logical, and grammatically correct user and system documentation.
Working knowledge of basic networking principles, applications, protocols, and hardware.
Working knowledge of common software applications such as Microsoft Office Suite.
Working knowledge of cross platform software installation and testing procedures.
Working knowledge of multimedia workstation configurations, input and output devices, especially printers.
Skill in troubleshooting hardware, software and network connectivity issues.
Experience in data migration.
Preferred Additional Posting InformationBargaining Unit: 99-Policy Covered Application Deadline: 10-18-2018 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=74275 Special Instructions:
The target salary range for this position is between the posted minimum and $22.81 hourly. Contact information: Number of Positions: 1 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 Information This position does not require E-Verify check. CANRA:
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