Service Desk Analyst

Special Instructions to Applicants

Please upload cover letter and resume combined.

Department Summary

The Office for Research Information Systems (ORIS) is a part of the Office of Research Administration (ORA) which supports the UCLA research program by providing leadership, professional guidance and administrative services to faculty, department administrators, and students.

Position Summary

Under the direction of the ORIS Service Desk Supervisor, the Business/Technical Support Analyst provides first level Service Desk customer service support based on established escalation procedures and guidelines. Responds to trouble tickets submitted by ORA staff; utilizes various technical resources to research problem resolutions; and documents problem resolutions.

Routes and coordinates unresolved issues to the appropriate IT personnel and ensures that all requests are followed to completion. Stages and configures new client workstations for installation using standard images, operating systems, network drivers and desktop software in accordance with the procedures developed by ORIS Operations for rapid deployment. Assist with hardware inventory and asset management reporting.

Assist with managing the department's antivirus and antispyware systems. Hybrid position. Please upload cover letter and resume combined.

Salary & Compensation

• UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations.
  
  Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. (Required) Thorough knowledge of desktop and business/technical support systems. Demonstrated skill in clear and concise oral and written communication.

Demonstrated skill in using an enterprise level ticketing system. (Required) Demonstrated skill in writing and keeping documentation up to date. Demonstrated judgment to delegate/escalate issues appropriately. (Required) Demonstrated skill in supporting network technologies including DNS, DHCP, TPC/IP, and VPN. Demonstrated skill in supporting and managing Windows Active Directory, including Group Policy management and client account maintenance. (Required) Demonstrated skill in supporting cloud file services, such as Box and OneDrive.

Demonstrated skill in supporting and troubleshooting Microsoft O365, Office Suite, Windows operating systems. (Required) Demonstrated skill in troubleshooting Windows 2012 and 2016 operating systems, including Windows file and print services. Ability to help with the installation, configuration and troubleshooting of network printers and print services. (Required) Ability to help with the setup and configuration of hardware and software in small to large conference room meetings.

• Demonstrated experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. (Required) Interpersonal skills to work with, develop and provide technical training to both technical and non-technical staff at all levels of the organization. In-depth understanding of business processes, business changes and priorities to provide the highest level of support. (Required) Ability to help with the deployment of software and OS patches and updates. Maintain updated knowledge of hardware and software product deployments. Understands the importance of technical support and how it affects customer's business drivers. (Required) Ability to work both independently and as a part of the team as the work requires and adjust to meet the rapidly changing needs of the department and business units. Demonstrated ability to configure and customize moderately complex software. (Required) Advanced skill at updating and creating technical documentation for complex processes and applications. Broad knowledge of IT-related products and services, general knowledge of other areas of IT. (Required) Ability to lift 30lbs. (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree In computer science or equivalent education and experience (Required)

Special Conditions for Employment

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Schedule

Mon

• Fri, 8:00am

• 5:00pm Pacific Standard

Union/Policy Covered

TX-Systemwide Technical

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Business/Tech%20Support%20Analyst%202%20TX%20(MI-DPT309100-JC007359-PD168235)