UCSD Layoff from Career Appointment: Apply by 10/25/2016 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
Under general supervision of the Supervisor, assists with the installation, support, and maintenance, including but not limited to Windows PC's using SCCM 2012, Apple Workstations, Laptops, Printers throughout the enterprise. Assists with the installation, support and maintenance, including but not limited to Digital, VoIP, Analog Phones, Fax, Conference Phones, & Videoconferencing throughout the enterprise. Assists with the installation, support and maintenance, including but not limited to Nurse Call Systems, Overhead Paging, and Code Blue. Have a general understanding of LAN/WAN network infrastructure cabling design and support, including CAT5e, CAT6, CAT6a, and CATV Coaxial. Have experience and knowledge in multiple Operating Systems, including Windows 7, 8, and 10, Mac OSX, Apple IOS, and Android Mobile Device OS. Familiarity with PBX (Digital and Analog) and VOIP phone systems.
Ability to make recommendations to customers on hardware and software needs, based on UCSD Health System Standards. Understanding of Tier Level support, and when to elevate issues to the appropriate Tier, and/or Group, with the use of a Trouble Call and Work Order ticketing system. Must possess the ability to participate in small to medium sized projects that would include Adds, Moves, and Changes to existing or new Health System supported sites. Ability and understanding the use of supporting hardware/software including Fluke Network Testers, Toners, Punch Tools, SCCM, CISCO Works, MS Sharepoint, and PBX Integration Software. Must possess the understanding of a First-in/First-out based inventory control. Must be able to work various hours/shifts and locations based on the Health Systems business needs
Applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses.
Bachelor's degree in related area and / or equivalent experience / training.
Three (3) or more years of relevant experience.
Professional experience, and proven success, providing information systems support and management in a large scale organization.
Thorough knowledge of desktop and business / technical support systems.
Skills and abilities necessary to complete the most technical business / technical support functions.
Demonstrated skill at project management processes.
Demonstrated ability to construct and execute test plans for hardware and software.
Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
Demonstrated skill providing technical training to users at various levels of skill.
Experience developing and administering formal technical training to users at a variety of levels.
Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
In-depth understanding of divisional or institutional business processes to provide the highest level of support.
Experience at providing technical and administrative work direction.
Experience in use and knowledge of complex scripting languages.
Demonstrated ability to configure and customize moderately complex software.
Advanced skill at creating technical documentation for complex processes and applications.
In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
Broad knowledge of IT-related products and services.
General knowledge of other areas of IT.
Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
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