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.

MINIMUM QUALIFICATIONS - FOR FULL CONSIDERATION, APPLICANTS ARE ENCOURAGED TO UPLOAD LICENSE AND/OR CERTIFICATION IF REQUIRED OF THE POSITION

• No Minimum Education required
• 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 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 HCL BigFix endpoint management platform, including authoring content

SPECIAL REQUIREMENTS – PLEASE CONTACT YOUR RECRUITER WITH QUESTIONS REGARDING WHICH ACTIVITIES APPLY BY POSITION

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
  Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

• 50% - Advanced Consultation and Troubleshooting/Problem Solving
• 30% - Training and Instruction
• 20% - Lead Direction of Student Desktop Support Analysts