IT Field Service Tech

at  University of California San Francisco

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.
This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. The incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. The incumbent is responsible for resolving technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. The incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote, and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbents must be flexible with scheduling and willing to work nights and weekends.
Applies professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.
This position supports a 7x24 environment and participates in weekend and after-hours on-call rotation.
The final salary and offer components are subject to additional approvals based on UC policy.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)
Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

DEPARTMENT DESCRIPTION

UCSF ITS is a highly complex environment that interacts with many IT service providers within UCSF community, as with the Campus and Medical Center IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

REQUIRED QUALIFICATIONS

• Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
• Bachelor’s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, minimum of one years of additional relevant experience.
• Demonstrated expert proficiency in supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
• Ability to act as a Desktop Hardware & Software consultant, helping customers purchase the appropriate Hardware & Software for their needs.
• Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
• Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices – Windows, Macintosh, Android and iOS.
• Broad knowledge of enterprise system functions, dependencies, and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Services.
• Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Advanced skill at creating technical documentation for complex processes and applications.
• 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. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
• General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
• Demonstrates problem-solving skills.
• Working knowledge of the unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills in technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service skills.
• Demonstrated judgment to delegate/escalate issues appropriately. A high degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment
• Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.

PREFERRED QUALIFICATIONS

• Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)
• A valid California state driver’s license is preferred since auto travel to other sites may be required

Please refer the Job description for details