BUS TCHL SUPP ANL 3 TX (IT Express Support Specialist)

THIS IS AVAILABLE TO EMPLOYEES IN THE DEPARTMENT OF IET-OPERATIONS ONLY. 

The mission of Information and Educational Technology (IET) is to create and support an information technology environment that enhances the ability of the UC Davis community to teach, do research and provide public service. The IT Express team within IET Operations, serves as the campus’ technology central service desk in support of the enterprise systems and services.

NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION

Under the direction of the IT Express Supervisor, the IT Express Specialist provides technical support services via all support channels. Reports, researches, troubleshoots, and resolves problems and support requests for a range in diversity including, but not limited to: computing account management, passphrase resets, Duo (multi- factor authentication) administration, managing campuses various email solutions, user management and troubleshooting for specified campus applications, central intake for campus data and voice services and providing hardware assistance for supported user’s with their Windows and Macintosh computer systems as well as printer support.

Maintains accurate, effective, and timely incident response documentation in accordance with department policies, procedures, and practices.

Provides Tier 2 assistance, technical guidance and training to the first tier help desk consultants along with other similar technical support services assigned by the supervisor or other designated Sr. Analyst staff.

Identifies and informs the IT Express Supervisor, Technical Lead(s) or Sr. Analyst staff of “trending issues” based on calls/emails received, proposing technical and operational solutions and recommending appropriate corrective actions.

THIS IS AVAILABLE TO EMPLOYEES IN THE DEPARTMENT OF IET-OPERATIONS ONLY. 

Position Information

PHYSICAL DEMANDS

• Talk on the telephone and read LCD screens for extended periods of time. 

WORK ENVIRONMENT

• Due to the mission-critical services provided by this department, this position will work hours other than M-F 8-5.
• Work occasional overtime on short notice.
• Vacation is restricted during peak work periods.
• Occasional travel required.
• Adhere to workplace safety practices, read information communicated about workplace safety, complete required safety training on time, and report any workplace safety issues promptly to their supervisor or the designated safety coordinator.
• UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

MINIMUM QUALIFICATIONS

Minimum Education/Experience:

• Experience to independently research, document, and resolve incidents and problems in a complex support desk environment.
• Experience with incident management, problem resolution, escalation and notification of policies and procedures.
• Experience assimilating complex technical concepts, terms and material to explain this material accurately and effectively to technical and non-technical clients.
• Experience assisting management to establish goals and priorities and streamline and standardize processes and practices according to ITIL based on the needs of the team and Service Owners.
• Experience assessing potential impact of emerging technologies and making recommendations and changes.

Minimum Knowledge, Skills, and Abilities (KSA):

• Skills to assess staff training needs and develop and deliver training programs.
• Knowledge of the project management cycle and coordination of resources, time and staff.

PREFERRED QUALIFICATIONS

Preferred Education/Experience:   

• Experience using ServiceNow, or other IT Service management ticketing systems.
• Experience to read email logs on Unix-based email servers.
• Experience to provide interpersonal communications and customer support for interactions with faculty, staff, students, affiliates, vendors, and all customers interacting with IT Express.
• Experience to provide support for the campus voice network and telephone systems.

Preferred Knowledge, Skills, and Abilities (KSA):

• Skill to develop and apply creative and innovative concepts to incident and request resolution.
• Ability to learn the UC Davis campus network infrastructure, including the overall topology and services, and apply that learning to client support activities.
• Skill to quickly learn and assimilate new technologies and develop new skills or enhance existing skills by utilizing technical documentation.
• Skills to create lesson plans, and supplemental training material across multiple mediums (digital and written)

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 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.