BUS TCHL SUPP ANL 2 TX (Service Desk Analyst)

The Letters and Science Information Technology Services Unit (LS IT) service center within the College of Letters and Science provides information technology services and support to the 50+ departments, programs, and centers within the college and to external clients. LS IT provides helpdesk/desktop support service for more than 4,000 workstations and laptops, systems administration for more than 100 servers, and development services for business and academic applications and websites. This position is a member of the service desk and desktop support team, serving as an escalation point for advanced technology support needs.

Under general direction of Letters and Science IT Service Desk and Desktop Support Manager, provide advanced consultation, training, instruction, and troubleshooting/problem-solving to faculty, research staff, administrative staff, graduate students, and other affiliates across the 50+ Letters and Science departments for hardware, software, network and related computer systems, specialized research equipment, and handheld and peripheral devices. Ensure operation of such systems for individuals and groups of computer and IT service users. Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use. Develop and conduct tests of hardware and software and report on configurations and behavior. Develop and provide technical documentation and training. Assess needs and recommend hardware and software acquisitions and upgrades. Supervise student employees in providing services described above. Fulfill information security duties; manage and report on compliance with security controls, execute incident response plans, and ensure that information security and privacy are a priority across all duties.

Position Information

PHYSICAL DEMANDS

• Physical Demands: Work at computer terminal for extended periods of time.
• Lifting Requirements: Dexterity and ability to lift and manipulate server and desktop computing equipment.

WORK ENVIRONMENT

·       Abide by the UC Davis Principles of Community in all interactions.

·       Work occasional night, weekend, and holiday hours in support of unit goals, including minimizing business-hour systems downtime.

·       Meet deadlines and work overtime as needed to meet project commitments.

·       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:

·       Training or experience providing advanced technical support and consulting services (e.g., troubleshooting and problem solving for computers, network printers, software, network and related computer systems, and handheld and peripheral devices) to clients via in telephone, email, online chat, and in person.

·       Training or experience providing advanced technical support for Microsoft Windows, Apple macOS, and Linux client operating systems; and for common office applications, including the Microsoft Office suite, Adobe Creative Cloud, etc.

·       Training or experience with managing incidents and requests through IT Service Management (“ticketing”) systems, and with associated methodologies for knowledge capture and reuse.

·       Training or experience in use, configuration, and troubleshooting of networking protocols and services such as DHCP, DNS, TCP/IP, etc. and common networking hardware such as switches, client firewalls, VPN clients, etc.

·       Training or experience with more than one systems scripting/automation language, such as batch/shell scripting or interpreted high ­level language scripting (e.g., GNU BASH, Windows PowerShell, Python, and Perl).

·       Training or experience with securely configuring and maintaining systems in accordance with common IT security policies and frameworks such as UC IS-3, CIS Benchmarks, NIST/ISO standards, etc.

Minimum Knowledge, Skills, and Abilities (KSA):

·       Demonstrated written and oral communications skills to explain technical materials in non­technical terms, and develop and deliver training, documentation, and instruction on advanced technical topics to both non­technical and technical audiences.

PREFERRED QUALIFICATIONS

Preferred License/Certification:

·       Certification in ITIL Foundations or similar IT Service Management (ITSM) methodology and/or certifications in support of advanced technical troubleshooting and problem-solving, such as CompTIA A+, Network+, Microsoft Desktop and Applications, vendor-specific hardware repair certifications, etc.

Preferred Education/Experience:   

·       Experience providing advanced technical support and consultation for common research and statistical software package, such as Matlab, SPSS, SAS, Stata, etc.

·       Experience managing and using multiple Linux operating systems through scripting and management tools for both servers and end-user workstations, and experience with interoperation between Linux and other operating systems for file sharing and remote access.

·       Experience using the HCL BigFix endpoint management platform, including authoring content.

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.

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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 is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.