Job Description

This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior-level staff and is called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

Responsibilities

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

75
Yes
Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.

Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.

Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.

Accurately record/report support issues and solutions per encounter via work tickets in Service Now.

Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.

Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.

Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management

5
YesMajor Incident tracking and customer notifications
5
Yes
Level II duty assignment as applicable - Involves resolution or routing of issues escalated from Level I.

Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle.

May include Deskside/Field work at specific locations

5
YesAct as a peer mentor to junior level staff
5
YesOwn and maintain knowledge base articles
5
YesOther special projects as assigned
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

Qualifications

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Demonstrates problem-solving skills
• Excellent communication skills in both verbal and written

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent trainingin a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment
• Experience working in a Service Desk, Help Desk, or Call Center environment
• Preferred Certifications:
  
  • Microsoft Support
  • Apple Support
  • ITIL Foundations
  • HDI Support Center Agent

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html