Business and Technical Support Analyst 2 - Lead

  • University of California - San Diego
  • 402 W Broadway 4th Floor, San Diego, CA 92101, USA
  • Nov 09, 2020

Job Description

#106692 BUSINESS AND TECHNICAL SUPPORT ANALYST 2 - LEADFiling Deadline: Wed 11/18/2020This is a UC San Diego Department only internal recruitment open to UC San Diego INFORMATION TECHNOLOGY SVCS career staff only.UC San Diego Policy will not allow this position to receive work visa sponsorship.The effects of the COVID-19 pandemic have impacted UC San Diego Campus hiring. UCSD Campus will continue to recruit for essential positions and we ask for your understanding and patience with our application process during this unprecedented time. For more information regarding steps we are taking to keep applicants and staff safe during this time, please click here.DESCRIPTIONUC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what s right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.The Workplace Technology Services (WTS) team provides campus-wide services including; email & collaboration, Web Content & Case Management, Business Intelligence and analytics platforms, Technology Platform Services, Service Operations, Service Desk, and Endpoint Management [(Field Support, HW Procurement/Sysadmin duties/MDM/Backup) and Software Licensing Support for UC San Diego and affiliates]. As part of the Endpoint Management team, the Field Support team provides direct support for end-user devices and peripherals, consultation with customers regarding best practices, guidance for utilization of end-user tools, and general assistance to enable the supported customer base to access needed IT services.Responsibilities:Incumbent will 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, will determine appropriate action. Incumbent will serve on a multi-site team responsible for supporting over 5000 UCSD staff across multiple locations both on site and remotely.As a Lead in one of the designated geographical areas located throughout the campus will be responsible for handling Tier 2 escalation issues/ticket from Field Support technicians. The incumbent will work with leads/manager to provide best in class service for all supported departments. Department supported include the Chancellor Administrative complex, Resource Management and Planning, Advancement, Housing/Dining & Hospitality, Human Resources, Business and Financial Services, Research Affairs, Academic Student Technology Services and Information Technology Services.Will also be responsible for hardware and software support and maintenance of all workstations. Duties include Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations. Working with manager to monitor and continuously improve access to printers/cloud storage/case assignments/Active Directory/etc. Will coordinate repairs for computer and peripheral hardware/software, consultation and basic end user training on hardware and software issues. Will ensure that all interactions are provided with exceptional customer service.* Employee must be available to work evenings and weekends.* Employee must be available to travel as required.QUALIFICATIONS*Experience providing technical support for computing systems running a variety of operating systems, including Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems. Ability to resolve software, hardware, and connectivity issues.*Excellent analytical skills to research and recognize problems, present alternatives; implement creative solutions and follow through to ensure effective quality control for areas of responsibility.*Effective skills at technical and administrative work direction. Serving as lead for technical career/student staff.*Strong skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Serving as a Tier 3 support, able to provide customer with assurance their problem is clearly understood and to provide a solution whenever possible.*Demonstrated experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendationsPreferred Qualifications* ITIL Foundation certification and/or trainingSPECIAL CONDITIONSJob offer is contingent on clear background check.Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. This position is eligible for full benefits first day of hire:a) Health/Dental/Vision Insuranceb) Vacation/holidays (15 vacation days & 13 paid holidays a year)c) Work/Life Balanced) Life insurancee) UC Retirement Planf) Pet Insurance For more information about UCSD Benefits please click here and visit UCSD Work/Life.To calculate an approximate value of the UC Total Compensation package, please click here.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, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: San Diego is a smoke and tobacco free environment. Please visit for more information.
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst