BUS TCHL SUPP ANL 2 TX (Business Technology Support Analyst)

This position is part of the UC Davis School of Veterinary Medicine Information Technology (SVM-IT) department. SVM-IT is a matrix organization consisting of the three main functions of IT Operations, Application Development and Project Management. Cross-functional services include Research Systems, Clinical/Lab Systems, Academic Systems, Enterprise Computing, and Administrative Systems. SVM-IT provides services to the faculty, students, staff and affiliates of both the School of Veterinary Medicine and the Veterinary Medical Teaching Hospital (VMTH).

Under supervision of the SVM IT’s Helpdesk manager, provide consultation, configuration, selection and support services related to the use and maintenance of computers, software packages, use of software and peripherals. Maintain records including inventory, account records, and technical documentation including knowledge base. Assist a large user population consisting of faculty, staff, and graduate students with computing, printing, and telecom related issues. Assist the Helpdesk manager with the daily ticket triage and assignment. Coordinate the task assignments of the Helpdesk staff and student assistants.

Position Information

PHYSICAL DEMANDS

• Physical Demands: Work at computer workstation for extended period of time.
• Lifting Requirements: Frequent handling, lifting, and maneuvering of computer equipment weighing approx. 50lbs.

WORK ENVIRONMENT

·         Work in a semi-open office space in a hybrid schedule (part remotely, part onsite as appropriate).

·         Work with noise and heat produced by many electronic computing devices.

·         Work occasional overtime and various, flexible hours on short notice (including covering staff shortages, nights, weekends, and holidays).

·         May require working with or around areas with sick animals, hazardous materials, and/or infectious diseases, and distraught clients.

·         Employee is personally responsible for following health and safety guidelines/instructions.

·         Work in other related areas on an as needed basis.

·         The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

MINIMUM QUALIFICATIONS

Minimum Education/Experience:

·         Experience in providing excellent customer service with strong in person and phone skills.

·         Experience installing, managing, troubleshooting and configuring Windows and Apple operating systems, office equipment including printers, scanners, FAX machines, etc.

·         Experience with user interfaces to network services and knowledge of network infrastructure and protocols (SMTP, POP, DNS, HTTP, FTP, SMTP).

·         Experience using Cloud based applications like Office 365 and Adobe, as well as client installed software.

Minimum Knowledge, Skills, and Abilities (KSA):

·         Knowledge of network oriented/web-based desktop software applications on multiple operating systems.

·         Organizational skills to coordinate several simultaneous activities, with frequent interruptions and changes in work priority, scope and schedules.

·         Familiarity with the OS imaging features of SCCM.

PREFERRED QUALIFICATIONS

Preferred Education/Experience:  

·         Experience with veterinarian or human health care related systems preferably in a higher education organization.

·         Experience in analyzing user problems and needs, suggest hardware and software solutions (including costs and sources), and implement solutions.

Preferred Knowledge, Skills, and Abilities (KSA):

·         Interpersonal and oral communication skills.

·         Knowledge of IT Service Management best practices such as the ITIL framework, ticket tracking systems, and the 3 core IT management processes: incident, problem and change management.

·         Knowledge to implement computer policies and to recommend changes and evaluate potential impacts.

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds, and you belong here. As you consider joining UC Davis, please explore our Principles of Community , our Clinical Strategic Plan  and strategic vision  for research and education, and our latest efforts to outgrow the expected . The University of California, Davis 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.

For the University of California’s Affirmative Action Policy please visit:  https://policy.ucop.edu/doc/4010393/PPSM-20.    

For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination .