Desktop Support Technician

Position Information

The Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and have experience in desktop service with hardware and software installation, diagnosis and repair; strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The incubment 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 and have demonstrated ability to work with colleagues in a higher education environment. This position will also be the technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The Technician must possess and apply both business and technical expertise on moderately 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. This position 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 incumbent must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work with some independence and collaborate with other units across campus as needed. The Technician 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 un-managed environments. This position 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.

This position is classified as on-site.

The full salary range for the Desktop Support Technician is $29.59 - $45.05 per hour. However, the pay scale for this position is up to $34.80 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, UCR is unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

Education

Education Requirements

Bachelor's degree in related area and/or equivalent experience/training. (Required)License Requirements

CA Driver's License (Preferred)Certification Requirements

ITIL Foundation (Preferred)

HDI Support Analyst (Preferred)

Experience Requirements

Minimum of 2 years of experience. (Required)

Experience developing and administering formal technical training to users at a variety of levels. (Required)

Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. (Required)

Experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. (Required)

Minimum of 5 years of experience. (Preferred)

Minimum Requirements

Demonstrated judgment to delegate/escalate issues appropriately. Advanced skill at creating technical documentation for complex processes and applications. Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. Effective skills at technical and administrative work direction. Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Demonstrates problem-solving skills. Working knowledge of desktop and business/technical support systems. Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.

Preferred Qualifications

Demonstrated skill in providing excellent customer service in a University environment. Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Additional Information

In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.

UC Riverside is the top university in the United States for social mobility. - U.S. News 2020

UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.

Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019

Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings

UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.

The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

For information about our generous employee benefits package, visit: Employee Benefits Overview

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