The Placement Exchange Job Board

University of California Irvine

Desktop Support Analyst


Updated: Mar 16, 2023
Location: Irvine-Campus
Job Type:
Department: OIT Client Services



Job Opening ID: 45753

Reports To: Manager - Wellness, Health, & Counseling Desktop Services

Working Title: Desktop Support Analyst

Department: OIT Client Services

Bargaining Unit: TX

FLSA: Non-Exempt

Payroll Job Code: 007359

Job Location: UCI Campus- Irvine

Percent of Time: 100%

Work Schedule: 8-5, M-F

Employee Class: Career

Position Summary:

The University of California is one of the largest public university systems in the country, comprising 10 campuses, a combined student body of more than 280,000 students, 220,000 faculty and staff members and more than 2 million living alumni. The Office of Information Technology (OIT) is responsible for supporting the IT needs of UC Irvine faculty, students, and staff. Our mission is to provide information technology leadership, services, and innovative solutions to promote the research, education, and community service goals of the University. The Wellness, Health & Counseling IT Support Group is responsible for providing IT support for 9 departments within the Division of Student Affairs, with an emphasis on systems that handle clinical and patient health information.

Under the supervision of the Manager - Wellness, Health, & Counseling Desktop Services, the Desktop Support Analyst 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. Under supervision, the incumbent will function as part of a team maintaining moderately complex to complex systems and applications for the Wellness Health & Counseling Services cluster with a focus on providing day to day operations support within a HIPAA compliant environment. The incumbent will be first line Help Desk support for over 400+ endpoints. Will be responsible for supporting the WHCS IT Support Desk, acting as first level support for all WHCS technical incidents. The incumbent will respond to client inquiries, documenting and triaging incidents within Service Now, and providing tier-1 support, when possible, either over the phone or via remote tools, ensuring that all support requests are assigned and escalated as necessary. This individual will also function as part of the Desktop Support staff, which may include, but is not limited to, account creations, onboarding new staff, preconfiguring workstations, deploying hardware, and other duties as assigned.

Compensation Range:

$26.81 - $43.13

Department Website:

https://www.oit.uci.edu/

Required:

One (1) - three (3) years of experience in a technical support role. One (1) - three (3) years of experience working in an Enterprise Windows Environment.

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

Experience at providing technical and administrative work direction. Advanced skill at creating technical documentation for complex processes and applications. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. 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 Microsoft Active Directory. Working knowledge of Microsoft Deployment Tool.

Preferred:

CompTIA A+, ITIL, or other relevant certifications

Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Thorough knowledge of desktop and business / technical support systems. Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Familiarity with HIPAA and/or FERPA regulations. Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Skills and abilities necessary to complete the most technical business / technical support functions. Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. 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. (i.e., MemTest86, HeavyLoad, 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 with a strong telephone presence. Familiar with providing support over remote tools. In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. In-depth understanding of divisional or institutional business processes to provide the highest level of support.

Special Conditions Required:

Must pass a background check. Must possess a valid California Driver's License and participate in the DMV Pull Notice Program.

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
  
• Legal Right to work in the United States
  
• Vaccination Policies
  
• Smoking and Tobacco Policy
  
• Drug Free Environment
  

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
  
• E-Verify
  
• Pre-Placement Health Evaluation
  

Details of each policy may be reviewed by visiting the following page - https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500 or eec@uci.edu.

#OIT
Job Opening ID: 45753Reports To: Manager - Wellness, Health, & Counseling Desktop ServicesWorking Title: Desktop Support AnalystDepartment: OIT Client ServicesBargaining Unit: TXFLSA: Non-ExemptPayroll Job Code: 007359Job Location: UCI Campus- IrvinePercent of Time: 100%Work Schedule: 8-5, M-FEmployee Class: Career Position Summary: The University of California is one of the largest public university systems in the country, comprising 10 campuses, a combined student body of more than 280,000 students, 220,000 faculty and staff members and more than 2 million living alumni. The Office of Information Technology (OIT) is responsible for supporting the IT needs of UC Irvine faculty, students, and staff. Our mission is to provide information technology leadership, services, and innovative solutions to promote the research, education, and community service goals of the University. The Wellness, Health & Counseling IT Support Group is responsible for providing IT support for 9 departments within the Division of Student Affairs, with an emphasis on systems that handle clinical and patient health information. Under the supervision of the Manager - Wellness, Health, & Counseling Desktop Services, the Desktop Support Analyst 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. Under supervision, the incumbent will function as part of a team maintaining moderately complex to complex systems and applications for the Wellness Health & Counseling Services cluster with a focus on providing day to day operations support within a HIPAA compliant environment. The incumbent will be first line Help Desk support for over 400+ endpoints. Will be responsible for supporting the WHCS IT Support Desk, acting as first level support for all WHCS technical incidents. The incumbent will respond to client inquiries, documenting and triaging incidents within Service Now, and providing tier-1 support, when possible, either over the phone or via remote tools, ensuring that all support requests are assigned and escalated as necessary. This individual will also function as part of the Desktop Support staff, which may include, but is not limited to, account creations, onboarding new staff, preconfiguring workstations, deploying hardware, and other duties as assigned. Compensation Range: $26.81 - $43.13 Department Website: https://www.oit.uci.edu/
Required: One (1) - three (3) years of experience in a technical support role. One (1) - three (3) years of experience working in an Enterprise Windows Environment.Bachelor's degree in related area and / or equivalent experience / training.Experience at providing technical and administrative work direction. Advanced skill at creating technical documentation for complex processes and applications. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. 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 Microsoft Active Directory. Working knowledge of Microsoft Deployment Tool. Preferred: CompTIA A+, ITIL, or other relevant certificationsWorking knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Thorough knowledge of desktop and business / technical support systems. Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Familiarity with HIPAA and/or FERPA regulations. Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Skills and abilities necessary to complete the most technical business / technical support functions. Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. 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. (i.e., MemTest86, HeavyLoad, 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 with a strong telephone presence. Familiar with providing support over remote tools. In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. In-depth understanding of divisional or institutional business processes to provide the highest level of support. Special Conditions Required: Must pass a background check. Must possess a valid California Driver's License and participate in the DMV Pull Notice Program. Conditions of Employment:
The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:Background Check and Live ScanLegal Right to work in the United StatesVaccination PoliciesSmoking and Tobacco PolicyDrug Free EnvironmentThe following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.California Child Abuse and Neglect Reporting ActE-VerifyPre-Placement Health EvaluationDetails of each policy may be reviewed by visiting the following page - https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500 or eec@uci.edu. #OIT

To apply, visit https://careersucirvine.ttcportals.com/jobs/11248368-desktop-support-analyst





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