Business Technical Support Analyst

UCSF Information Technology-Field Service

Full Time

61478BR

Job Summary

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting/problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.

The Business Technical Support Analyst will act as internal escalation point for complex problems, projects and may lead a team of Field Technicians.

Department Description

UCSF Information Technology (IT) is a highly complex environment that interacts with many IT service providers within UCSF community, as with the Campus and Medical Center IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

Required Qualifications

•    Bachelor's degree in related area and 3-5 years of relevant experience and/or equivalent experience/training
•    Flexibility to orient and work at all UCSF Campuses/Medical Center locations
•    Minimum 3 years of experience in a desktop support or help desk position, supporting Windows and Apple devices in a complex networked environment, or equivalent experience
•    Demonstrated expert proficiency supporting MS Windows 7, Windows 10, Macintosh OS X, MS Office and Office 365.  Advanced proficiency troubleshooting MS Word, Excel, and Outlook. (usually 3-5 years)
•    Act as a Desktop Hardware & Software consultant helping customers purchase appropriate Hardware & Software for their needs and making recommendations for updates to IT Field Services hardware standards
•    Understanding of IT Service Management, incident and request management with-in an Enterprise environment.  Ability to apply that knowledge to improve services/processes
•    Demonstrated skill at project management processes. Demonstrated ability to construct/execute test plans for hardware/software. Experience conducting hardware/software tests, analyzing test results/producing reports of conclusions/recommendations
•    Extensive experience in use/knowledge of networking protocols (DHCP, TCP / IP, etc.)
•    Interpersonal skills to work with both technical and non-technical personnel at various levels in organization. Demonstrated skill providing technical training to users at various levels of skill. Experience developing/administering formal technical training to users at a variety of levels. Ability to elicit/communicate technical and non-technical information in a clear/concise manner
•    Experience providing technical/administrative work direction
•    Advanced skill creating technical documentation for complex processes/applications
•    In-depth knowledge of server internals, especially as needed for troubleshooting/isolating issues
•    Broad knowledge of IT-related products/services. General knowledge of other areas of IT
•    Demonstrated advanced skill in configuring/troubleshooting/supporting end user client systems including desktop, laptop and mobile computing devices
•    Working knowledge of enterprise system functions/dependencies/interactions and ability to use this information to troubleshoot
•    Demonstrates problem-solving skills. Working knowledge of desktop and business/technical support systems. Demonstrated judgment to delegate/escalate issues appropriately
•    Advanced skills/abilities to complete most technical business/technical support functions
•    High degree of self-motivation.  Exceptionally resourceful, detail-oriented, have outstanding organization skills. Ability to maintain task scheduling/prioritization, meet deadlines of ITFS staff and customers
•    Excellent customer service skills. Must demonstrate situational awareness & professionalism.  Ability to work with all levels and technical abilities while resolving issues that require intervention from other service providers
•    Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment
•    High degree of flexibility and responsiveness, willingness to re-prioritize based on daily operational demands
•    High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service

Note: Physical/health screening required.

Preferred Qualifications

•    Relevant technical certification (Microsoft Certified Technician, Apple Certified Technician, CompTIA A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)
•    A valid California state driver’s license is preferred, since auto travel to other sites may be required
•    Advanced proficiency with troubleshooting MS Access, PowerPoint, Visio, and Project
•    In-depth understanding of divisional or institutional business processes to provide the highest level of support
•    Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software
•    Advanced experience with Incident Management and Asset Management systems
•    Experience working in academic, healthcare, and/or research settings
•    Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards
•    Experience supporting the following applications (Apex/EPIC, ImageNow, WorkFront, Caradigm/Imprivata SSO, Dragon Naturally Speaking)
•    Network troubleshooting and problem-solving skills, including NAT - Network Addressable Translations
•    Understanding of APeX/EPIC LWS printer mappings and ability to create EPS queues within APeX/EPIC

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information.

Job Code and Payroll Title

007358 BUS TCHL SUPP ANL 3 TX

Job Category

Clinical Systems / IT Professionals

Bargaining Unit

University Professional Technical Employees - Technical Unit (UPTE-TX)

Location

Emeryville, CA, Laurel Heights (SF), Mission Bay (SF), Mission Center Building (SF), Mount Zion (SF), Parnassus Heights (SF), Remote / Telecommute, Zuckerberg San Francisco General (ZSFG)

Additional Shift Details

Shift: Monday - Fridays, hours 7:00am-4:00pm/8:00am-5:00pm/9:00am-6:00pm-TBD, weekends and on-call may be required