Job Number: 27803168 Full/Part Time: Full Time Schedule: 8AM - 5PM Salary: $69,164 - $119,071
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, smart temps, 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. The Senior Technician, at times, could also be responsible for supervising student staff by providing guidance, training and mentorship. This position seeks to independently streamline, uphold and update processes, when necessary, with little supervision.
This position is classified as on-site. The maximum annual salary budget for this position is $85,000/yr.
As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.
Education Education Requirements
Degree Requirement Bachelor's degree in related field and/or equivalent experience/training. Required Advanced degree in related field and/or equivalent experience/training. Preferred
Certification Requirement ITIL Foundation Preferred HDI Support Center Analyst Preferred
Experience Requirement 4-7 years of experience 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 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
Minimum Requirements Special Condition Requirement Occasional travel for university related business meetings, conferences and/or professional development. Required Travel Outside of Normal Business Hours Required Background Check Required Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. Required
Preferred Qualifications 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 in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Demonstrates problem-solving skills. Demonstrated judgment to delegate / escalate issues appropriately. 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. Demonstrated ability to configure and customize moderately complex software. Demonstrated ability to construct and execute test plans for hardware and software. 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. Demonstrated skill at project management processes. 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.
Additional Information Thorough knowledge of desktop and business/technical support systems.
In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
Thorough knowledge of Information Technology Solutions' and UCR's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
Advanced skill at creating technical documentation for complex processes and applications.