Senior Help Desk Systems Support Technician

University Of California Los Angeles , CA 90009

Posted 4 months ago

Requisition Number: 28738 Job Title: PROGRAMMER/ANALYST II Working Title: Senior Help Desk Systems Support Technician Salary: $24.81 - $48.70 hourly Job Type: Career Department Name: 0250-LAW Department Website URL: https://www.law.ucla.edu/ Job Summary Statement: Under the general supervision of the Director of IT Services, provide a high level of technology systems and support services to the general Law School community of faculty, staff and students. Hire and manage 8-10 part-time student consultants. Establish and maintain Active Directory group policies, centrally deploy applications and maintain system and application patches for hundreds of PCs at a time; configure machines, install software; integrate machines into existing Windows server network environment; configure home machines, laptops and peripheral devices for remote network connectivity; troubleshoot various end-user technical problems; and provide advanced spyware and virus removal. Work with network engineers to ensure unique needs of the Law School staff and students are addressed and to enhance technology services for this constituency. Incumbent must exercise good judgment when evaluating and prioritizing user requests. Responsible for following up with end-users, tracking unresolved issues, and reporting significant service issues to IT Managers. Assist with the creation of internal policies and procedures. Create user documentation, IT staff training materials, and online support materials. Maintain the internal technical knowledge base. Maintain a database of all software and hardware. Provide both individual and group training and consultation on various software applications and various hardware and peripheral devices. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position
17 Records Qualifications Required/Preferred
1.Strong customer service orientation and possess the ability to establish and maintain cooperative working relationships with faculty, staff, and students.

Required
2.Demonstrated skills in personal computer and network systems maintenance using word-processing spreadsheets, database management, communications, programming and systems software. Knowledge of MS operating systems from DOS through Windows 10 as well as all versions of Mac OS.

Required
3.Skill in analyzing information, problems, situations, etc., to identify the problem and resolutions.

Required
4.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.

Required
5.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.

Required
6.Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently.

Required
7.Skill in writing concise, logical, and grammatically correct user and system documentation.

Required
8.Ability to evaluate and assess appropriateness and feasibility of new technological developments.

Required
9.Skill in writing concise, logical and grammatically correct business correspondence.

Required
10. Working knowledge of basic networking principles, applications, protocols and hardware.

Required
11. Working knowledge of personal computer software applications such as MS Office Suite.

Required
12. Working knowledge of cross platform software installation and testing procedures.

Required
13. Working knowledge of multimedia workstation configuration in Windows, and input and output devices especially printers.

Required
14. Skill in troubleshooting hardware, software and network connectivity issues.

Required
15. Working knowledge of Audio-Visual equipment and corresponding software.

Preferred
16. Experience in data migration preferred.

Preferred
17. Strong knowledge in computer architecture.

Preferred Additional Posting InformationBargaining Unit: 99-Policy Covered Application Deadline: 10-14-2018 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=74188 Special Instructions:

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 Information This position does not require E-Verify check. CANRA:


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

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

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Senior Help Desk Systems Support Technician

University Of California