Service Desk Analyst (BUS TCHL SUPP ANL 2 TX)

Apply for Job Job ID 72983Location DavisFull/Part Time Full TimeAdd to Favorite Jobs Email this JobJob Summary

Under general direction of the LS 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 many College of Letters and Science departments for hardware, software, network and related computer systems, 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:September 30, 2024 at 11:59pmQualificationsMinimum QualificationsFor full consideration, applicants are encouraged to upload license, certification and/or educational degree if required of the position.Training or 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.Training or 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.Training or experience with managing incidents and requests through IT Service Management ("ticketing") systems, and with associated methodologies for knowledge capture and reuse.Training or 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.Training or 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).Training or 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 QualificationsCertification 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 HCL BigFix endpoint management platform, including authoring content.Key Responsibilities50% - ADVANCED CONSULTATION AND TROUBLESHOOTING/PROBLEM SOLVING30% - TRAINING AND INSTRUCTION20% - LEAD DIRECTION OF STUDENT DESKTOP SUPPORT ANALYSTSDepartment OverviewThe 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 InformationSalary or Pay Range: $31.05/hr. - $50.31/hr.Salary Frequency: BiweeklySalary Grade: 159UC Job Title: BUS TCHL SUPP ANL 2 TXNumber of Positions: 1Appointment Type: CareerPercentage of Time: 100%Shift Hours: Manager will adviseLocation: Davis, CAUnion Representation: Yes - TXBenefits Eligible:

YesHybrid/Remote/On-Site: On-SiteBenefitsOutstanding 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 and eligibility rules by visiting

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.htmlHigh quality and low-cost medical plans to choose from to fit your family's needsFor eligible roles, UC pays for Dental and Vision insurance premiums for you and your familyExtensive leave benefits including Pregnancy and Parental Leave, Family & Medical LeavePaid Holidays annually as stipulated in the UC Davis Policies or Collective Bargaining AgreementPaid Time Off/Vacation/Sick Time as stipulated in the UC Davis Policies or Collective Bargaining AgreementContinuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Policies or Collective Bargaining AgreementAccess to free professional development courses and learning opportunities for personal and professional growthWorkLife and Wellness programs and resourcesOn-site Employee Assistance Program including access to free mental health servicesSupplemental insurance offered including additional life, short/long term disability, pet insurance and legal coveragePublic Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified rolesRetirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found hereUC 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 staffPhysical DemandsPhysical Demands - Sitting - constantly; Work at computer terminal for extended periods of time.Lifting Requirements - Up to 50 Pounds (Medium); Dexterity and ability to lift and manipulate server and desktop computing equipment.Equipment Used to Perform the Duties - Computer and Peripheral Equipment - constantlyWork EnvironmentAbide 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.The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271Special RequirementsThis 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 BelongingAt 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