Under the general supervision of the supervisor of standardized desktop support, the desktop support analyst will be part of a team to provide general desktop support to about 3500 supported clients. Independently configure, install, maintain and upgrade computers running the Windows or Macintosh Operating System. Support and troubleshoot standardized systems and environments for supported clients. Independently configure, install, maintain, and upgrade proprietary desktop and software for select departments. Proficiently make use of tools to provide efficient and secure support to clients. Provide exceptional customer service and support to supported clients on campus. Independently set priorities appropriately when faced with high priority high visibility competing needs. Escalate issues that require management attention as appropriate. Complete work assignments on time even when faced with frequent Interruptions and/or distractions. Install and configure VPN for supported clients. Knowledge of IBM BigFix system tools, Microsoft Deployment Tool (MDT) for imaging systems, Bomgar Representative Console, Microsoft Active Directory. Apply 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. Skills in project management a plus.
One (1) year of experience, with a BA/BS degree or equivalent combination of education and experience.
Bachelor’s degree in related area and / or equivalent experience / training.
Effective skills at technical and administrative work direction. Demonstrates problem-solving skills. Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. 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. Working knowledge of desktop and business / technical support systems.
Working knowledge of unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Demonstrated judgment to delegate / escalate issues appropriately. Advanced skill at creating technical documentation for complex processes and applications.
Special Conditions Required:
Must possess a valid California state license Will be subject to a background check Occasional over-time for system migrations during week-days and weekends Participation in an on-call rotation may be required.
Final candidate subject to background check. As a federal contractor, UC Irvine is required to use E-Verify to confirm the work status of individuals assigned to perform substantial work under certain federal contracts/subcontracts.
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.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500.
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