Your Role on the TeamUnder the general supervision of the Operations Supervisor, Specialized Desktop Support Services, the Desktop Support Analyst applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues and applications including Office365, Windows, Mac, and OneDrive. Provides desktop and desktop infrastructure support to OIT's Specialized Desktop Support Services team. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses.
What It Takes to be SuccessfulRequired:- Thorough knowledge of desktop and business / technical support systems.
- Skills and abilities necessary to complete the most technical business / technical support functions.
- Demonstrated skill at project management processes.
- Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
- Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
- 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. 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.
- In-depth understanding of divisional or institutional business processes to provide the highest level of support.
- Experience at providing technical and administrative work direction.
- Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.
- Advanced skill at creating technical documentation for complex processes and applications.
- In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
- Broad knowledge of IT-related products and services. General knowledge of other areas of IT.
- Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
- Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
- Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
- Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately.
- Adhere to OIT's cultural values: Collaboration, Respect, Trust, Transparency, Quality, Inclusiveness, Customer Centricity, and Learning and Growth.
- VMware experience setting up and troubleshooting Virtual Desktop Machines.
- Experience in ordering and managing hardware requests.
- Extensive experience in use and knowledge of Mac and Windows Operating Systems.
- Bachelor's degree in related area and / or equivalent experience / training.
- 3-5 yearsof experience in desktop support.
Driver's License:- Required to hold a valid drivers license, have a driving record that is in accordance with local policies/procedures, and/or enroll in the California Employer Pull Notice Program.
Preferred:- Dell/Apple certified.
- CompTIA A+, ITIL, or other relevant IT Support certifications.
Special Conditions:- May require on call support after hours or on weekends.
Total RewardsIn addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.
The expected pay range for this recruitment is $85,407.35 - $98,091.66 (Annual).
