Senior Desktop Support Technician

Job ID:
Location: Main Campus - UCR
Schedule: 8AM - 5PM
Category: Information Technology
Salary: $73,733 - $126,936
Full/Part Time: Full-time(100%)
Organization: Info Technology Solutions
Department: Lily Barger
Application Deadline: Open Until Filled

Position Information:
The Senior Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service including hardware and software installation, and diagnosis and repair; The incumbent must have a strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The Senior Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner as well as demonstrated ability to work with colleagues in a higher education environment. This position will also be the highest tier of technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The Senior Technician must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The Senior Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work independently and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and non-managed environments. Incumbent will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA. This position seeks to independently streamline, uphold and update processes when necessary with little supervision. The Senior Technician is also responsible for supporting student staff by providing guidance, training and mentorship, through creation of Knowledge Base articles, adding relevant information to tickets that students can resolve with guidance, and by monitoring the helpdesk Slack channel for unanswered questions.

The full salary range for the Senior Desktop Support Technician is $73,732.68 - $126,936.08 annually. However, the pay scale for this position is up to $85,000 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

This position is classified as on-site.

#CB

Requirements:
Requirements

Educational Requirements

Bachelor's degree in related field and/or equivalent experience/training.

Required

Advanced degree in related field and/or equivalent experience/training.

Preferred

Experience Requirements

4-7 years of experience

Required

Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

Required

Experience developing and administering formal technical training to users at a variety of levels.

Required

Experience at providing technical and administrative work direction.

Required

Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.

Preferred

Experience in use and knowledge of complex scripting languages.

Preferred

Certification Requirements
CertificationRequirement

ITIL Foundation

Preferred

HDI Support Center Analyst

Preferred

Special Conditions
Special

Occasional travel for university related business meetings, conferences and/or professional development.

Required

Travel Outside of Normal Business Hours

Required

Background Check

Required

Minimum Requirements

Working knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

Demonstrates problem-solving skills. Demonstrated judgment to delegate / escalate issues appropriately.

Understanding of divisional or institutional business processes to provide the highest level of support. Broad knowledge of IT-related products and services. General knowledge of other areas of IT.

Demonstrated skill at project management processes.

Demonstrated ability to configure and customize moderately complex software. Demonstrated ability to construct and execute test plans for hardware and software.

Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.

Demonstrated skill in providing excellent customer service.

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.

Ability to elicit and communicate technical and non-technical information in a clear and concise manner and develop technical documentation for complex processes and applications.

Preferred Qualifications

Thorough knowledge of Information Technology Solutions' and UCR's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Thorough knowledge of desktop and business/technical support systems.

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.


Additional Information:
Additional Information In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

• UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
  


• UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
  


• UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
  


• Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
  


• Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
  


• UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.

The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

For information about our generous employee benefits package, visit: Employee Benefits Overview

Job Description Details:
Job Description Details

General Information
BUS TCHL SUPP ANL 3 TX 007358 Lily Barger Matthew Giers

Department Custom Scope
The Senior Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service including hardware and software installation, and diagnosis and repair; The incumbent must have a strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills.

The Senior Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner as well as demonstrated ability to work with colleagues in a higher education environment. This position will also be the highest tier of technical support between ITS and vendors for various hardware and software issues for campus stakeholders.

The Senior Technician must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects.

The Senior Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work independently and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and non-managed environments. Incumbent will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA. This position seeks to independently streamline, uphold and update processes when necessary with little supervision.

The Senior Technician is also responsible for supporting student staff by providing guidance, training and mentorship, through creation of Knowledge Base articles, adding relevant information to tickets that students can resolve with guidance, and by monitoring the helpdesk Slack channel for unanswered questions.



Key Responsibilities:
Key Responsibilities DescriptionPercent Time

Technical Support
Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support and completes tickets involving more complex technical requirements. Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures.

50%

Testing, Configuration, Analysis, Recommendations
Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behavior and oversees testing process and provides results to developers or system administrators. Manages large user content migration across hardware or software environments. Creates, analyzes, summarizes and monitors usage reports. Escalates software problems to development team. Coordinates user acceptance activities.

25%

Internal Documentation and System Redesign/Development
Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks. Implements and configures settings in services and systems to comply with business rules at a campus, medical center or other university entity. Understands marketplace and technology trends relative to user needs to provide input to technology and support direction for a campus, medical center or other university entity. Provides strategic input to system redesign or development efforts based on user needs. May build test scripts. Analyzes and prepares various levels of internal and external-facing documentation used by end users across the institution.

15%

Project Management & Supervisory/Training Responsibilities
Manages projects. May function as a lead, scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels. Provides technical training to junior employees.

10%


To apply, visit https://jobsportal.ucr.edu/jobs/35118092







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