Senior Desktop Support Analyst (BUS TCHL SUPP ANL 3 TX)

Apply for Job Job ID 74346 Location Davis Full/Part Time Full Time Add to Favorite Jobs Email this Job Job Summary Under general direction of Letters and Science IT Service Desk and Desktop Support Manager, provide advanced consultation, training, instruction, and troubleshooting/problem-solving to faculty, research staff, administrative staff, graduate students, and other affiliates across the 50 Letters and Science departments for hardware, software, network and related computer systems, specialized research equipment, and handheld and peripheral devices. Ensure operation of such systems for individuals and groups of computer and IT service users. Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use. Develop and conduct tests of hardware and software and report on configurations and behavior. Develop and provide technical documentation and training. Assess needs and recommend hardware and software acquisitions and upgrades. Supervise student employees in providing services described above. Fulfill information security duties; manage and report on compliance with security controls, execute incident response plans, and ensure that information security and privacy are a priority across all duties. Apply By Date 11/29/2024 at 11:59pm Minimum Qualifications For full consideration, applicants are encouraged to upload license, certification and/or educational degree if required of the position. No educational minimum is associated with this position. Experience providing advanced technical support and consulting services (e.g., troubleshooting and problem solving for computers, network printers, software, network and related computer systems, and handheld and peripheral devices) to clients via in telephone, email, online chat, and in person. Experience providing advanced technical support for Microsoft Windows, Apple macOS, and Linux client operating systems and for common office applications, including the Microsoft Office suite, Adobe Creative Cloud, etc. Experience with managing incidents and requests through IT Service Management ("ticketing") systems, and with associated methodologies for knowledge capture and reuse. Experience in use, configuration, and troubleshooting of networking protocols and services such as DHCP, DNS, TCP/IP, etc. and common networking hardware such as switches, client firewalls, VPN clients, etc. Experience with more than one systems scripting/automation language, such as batch/shell scripting or interpreted high level language scripting (e.g., GNU BASH, Windows PowerShell, Python, and Perl). Experience with securely configuring and maintaining systems in accordance with common IT security policies and frameworks such as UC IS-3, CIS Benchmarks, NIST/ISO standards, etc. Demonstrated written and oral communications skills to explain technical materials in nontechnical terms, and develop and deliver training, documentation, and instruction on advanced technical topics to both nontechnical and technical audiences. Preferred Qualifications Certification in ITIL Foundations or similar IT Service Management (ITSM) methodology and/or certifications in support of advanced technical troubleshooting and problem solving, such as CompTIA A, Network, Microsoft Desktop and Applications, vendor-specific hardware repair certifications, etc. Experience providing advanced technical support and consultation for common research and statistical software package, such as Matlab, SPSS, SAS, Stata, etc. Experience managing and using multiple Linux operating systems through scripting and management tools for both servers and end-user workstations, and experience with interoperation between Linux and other operating systems for file sharing and remote access. Experience using the IBM BigFix endpoint management platform, including authoring content. Key Responsibilities 40% - Advanced (Tier-3) Technical Support 30% - IT Service Management 20% - Systems Administration 10% - Technical Project Management Department Overview The Letters and Science Information Technology Services Unit (LS IT) service center within the College of Letters and Science provides information technology services and support to the 50 departments, programs, and centers within the college and to external clients. LS IT provides helpdesk/desktop support service for more than 4,000 workstations and laptops, systems administration for more than 100 servers, and development services for business and academic applications and websites. This position is a member of the service desk and desktop support team, serving as an escalation point for advanced technology support needs. POSITION INFORMATION Salary or Pay Range: $70141.24/yr. - $112822.08/yr. Salary Frequency: Monthly Salary Grade: STEPS 158 UC Job Title: BUS TCHL SUPP ANL 3 TX Number of Positions: 1 Appointment Type: Staff: Career Percentage of Time: 100% Fixed Shift Hours: TBD Location: Davis, CA Union Representation: TX-Technical Professionals Benefits Eligible: Yes Hybrid/Remote/Onsite: This position is hybrid (mix of on-site and remote work) Benefits Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page. If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html High quality and low-cost medical plans to choose from to fit your family's needs UC pays for Dental and Vision insurance premiums for you and your family Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Access to free professional development courses and learning opportunities for personal and professional growth WorkLife and Wellness programs and resources On-site Employee Assistance Program including access to free mental health services Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff Physical Demands Standing - Frequent 3 to 6 Hours Walking - Frequent 3 to 6 Hours Sitting - Frequent 3 to 6 Hours Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours Bending/Stooping - Occasional Up to 3 Hours Squatting/Kneeling - Occasional Up to 3 Hours Keyboard use/repetitive motion - Occasional Up to 3 Hours Mental Demands Sustained attention and concentration - Frequent 3 to 6 Hours Complex problem solving/reasoning - Frequent 3 to 6 Hours Ability to organize & prioritize - Frequent 3 to 6 Hours Communication skills - Frequent 3 to 6 Hours Numerical skills - Occasional Up to 3 Hours Constant Interaction - Occasional Up to 3 Hours Customer/Patient Contact - Occasional Up to 3 Hours Multiple Concurrent Tasks - Frequent 3 to 6 Hours Work Environment Abide by the UC Davis Principles of Community in all interactions. Work occasional night, weekend, and holiday hours in support of unit goals, including minimizing business-hour systems downtime. Meet deadlines and work overtime as needed to meet project commitments. UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Special Requirements This is a critical position, as defined by UC policy and local procedures, and as such, employment is contingent upon successful completion of background check(s), including but not limited to criminal record history background check(s) Diversity, Equity, Inclusion and Belonging At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20 For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role Don't meet all the requirements? We still encourage you to apply YouBelongHere