Providing high quality customer-focused Desktop Support?
Applying project management techniques including the support of project activities and tasks?
If you answered 'YES' or 'ABSOLUTELY YES' to the questions above, the Desktop Support Analyst position may be the job for you.
No visa sponsorship is available for this position.
NOTE: This is a fully on-site position.
UC Vaccination Policy: With limited exceptions, COVID-19 vaccinationsarerequired for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.
Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.
INITIAL REVIEW DATE (IRD)
UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.
The IRD for this job is: 10-13-2022
ABOUT UC SANTA CRUZ
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.
UCSC Extension provides professional training that reflects the academic rigor of the University of California and the hands-on, roll-up-your-shirtsleeves practicality of Silicon Valley culture. Developed with guidance from key industry leaders and academic experts, our certificate programs match the economic demand of your industry, from engineering to business, education to bioscience. The University of California reviews and approves UCSC Extension courses and programs for academic content, merit and instructor qualifications. Many of our courses may be applied toward degree programs or may be eligible for professional certificates and licenses.
The IT department is a fast-paced environment and serves all IT needs for UCSC Silicon Valley Extension, UC Scout, and Smarter Balanced. Learners, instructors and staff members are supported by the IT department, totaling approximately 18,000 registered users at any time. The Desktop Support Team supports equipment installs for staff and instructors, studio and lab computers, printers, peripherals, teleconferencing and audio/visual equipment. Desktop Support also performs analysis of requests for equipment and software used in classrooms and laboratories, and executes implementation within departmental guidelines.
UCSC Extension is based in Santa Clara, CA, the HEART of Silicon Valley. Extension is an equity-minded organization that represents the full diversity of the University of California and demonstrates a sensitivity to and understands the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community.
The University of California has a 150-year history in the San Francisco Bay Area, and is recognized as the leading regional workforce training provider. As part of the University of California, UCSC Silicon Valley Extension is certified by the WASC Senior College and University Commission (WSCUC). We have sustained ongoing partnerships with regional companies, workforce development programs, professional associations and offer accredited courses.
Under the general direction of the UCSC Silicon Valley IT Director, and with the support of staff, the Desktop Support Technician installs, maintains, and supports staff (PCE staff, UC Scout staff and teachers, and SBAC staff), and studio and lab computers, printers, peripherals, teleconferencing, and audio/visual equipment. In addition, this position performs analysis of requests for equipment and software used in classrooms and laboratories, and executes implementation within departmental guidelines.
Salary Information: Salary Range: $33.48 - $38.82 / Hourly . Salary commensurate with skills, qualifications and experience.
No. of Positions: 1
Benefits Level Eligibility: Full benefits
Percentage of Time: 100%, 40 Hours per Week
Days of the Week: Tues-Sat
Shift Includes: Day
Employee Classification: This is a Career appointment
Receive, log, and perform analysis of requests for computer equipment, software, projectors, TVs, and other requirements for use in classrooms and laboratories.
Develop schedules and logs to ensure sufficient equipment is available and provide alternatives as needed, and maintain inventory of spares.
Work with Extension staff and instructors to ensure correct operation of courses supported by computer related classrooms. Perform quarterly assessment of lab and classroom required software (CERF) for instruction for the upcoming quarter.
Install, set up, maintain and train end users on AV and teleconferencing equipment.
Prepare classrooms and laboratories with required computer equipment, printers and software, allowing sufficient time for testing by instructors or program assistants.
Utilize imaging tools and software to assist in preparing software for use.
Organize, develop, test, document, build and deploy the standard desktop, classroom and laboratory computer images.
Develop a plan for the systematic patching and re-imaging of classroom and laboratory desktop systems.
Build and maintain virtual classrooms/labs, and Windows, Linux and MAC operating systems as required for courses.
Perform periodic lab cleanups.
Implement cable management.
30% - Staff Support
Guide and participate in level one, and some level two (create accounts in AD, Zoom, Confluence, SIS etc.) responses to Help Desk contact, forwarding issues and requests to other teams as established in protocols.
Coordinate and collaborate with other Information Technology teams.
Facilitate problem determination and resolution activities for staff desktop issues following established protocols and policies.
Assist the IT Director and Systems Administrators in guiding the direction for desktop support and interaction with Programming Departments.
Understand and enforce published, staff desktop policies and procedures.
Facilitate projects to deploy computers and computer software and improve business processes.
Organize, develop, test, document, and deploy the standard desktop software image.
Maintain the process of re-imaging staff desktop systems, and keep them up to date.
15% - Administration Responsibilities
Patch Windows, MAC and Linux operating systems, perform password resets for user accounts, basic troubleshooting. Maintain software and equipment inventory, and licenses. Document IT related instructions and processes.
5% - Professional Duties
Train and keep up with changing technologies in the desktop support environment.
5% - Other duties as required
As situations arise, the incumbent will perform a variety of tasks not listed above.
Good technical and non-technical verbal communication skills. Ability to disseminate information to end-users and clients who have a wide range of computing skills in a cheerful and friendly manner.
Good technical and non-technical written communication skills.
Experience with Audio/Video teleconferencing systems, such as Zoom, Teams, and Jabber.
Experience in installing, deploying (imaging), testing, and troubleshooting a wide variety of software application and operating systems, including MS Office Suite, Adobe Creative Cloud, browsers, email clients, Windows, MacOS and Linux operating systems.
Ability to troubleshoot computer problems down to the component and motherboard level.
Ability to solve problems and resolve conflicting user requests under time pressure with frequent interruptions.
Ability to work effectively with both technical and non-technical personnel.
Excellent organizational skills with the ability to prioritize workload with the pressure of competing deadlines while remaining flexible and professional.
Ability to illustrate a viewpoint and participate in collaborative, objective- driven teams.
Ability to act with customer/constituent orientation and be attentive and responsive to customer concerns. Ability to successfully understand and translate the needs of varied client constituencies into IT support requirements
Ability to learn new information, both technical and procedural.
Ability to work independently and as part of a team providing timely, high quality customer-focused services to the campus communities.
Basic knowledge of computer networking sufficient to install, test, and troubleshoot networked devices. Ability to create and accurately maintain equipment inventories.
Familiar with Red Hat, Ubuntu, CentOS, and Debian flavors of Linux.
Knowledge and experience in the development of documentation including installation check lists, pre- and post-installation documentation, instructions, troubleshooting procedures, and diagrams.
An understanding of project management techniques including the support of defined project activities and tasks.
Demonstrated aptitude with a variety of technical equipment including projectors, external storage devices, scanners, video-conferencing systems, including web cams, microphones, projectors, etc.
SPECIAL CONDITIONS OF EMPLOYMENT
Selected candidate will be required to pass a pre-employment criminal history background check.
Must possess a valid license to drive in the state of California.
Ability to move equipment, furniture, and cartons weighing up to fifty pounds with or without accommodation.
The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.
HOW TO APPLY
Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our HowtoApply tutorial for detailed instructions on our applicant process.
The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
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