Desktop Support Analyst

Our campus is located in Santa Clara, CA, the Heart of Silicon Valley. We like to say that it's here where the next generation of innovation is born. Join our team!

Do you have:
* Experience providing high quality customer-focused Desktop Support?
* Excellent troubleshooting skills?
* Efficient and effective support of project activities?
 
If you answer "yes" to the above, check out our job posting and consider applying
This is a fully-onsite position and is a part of the Information Technology Team at the UCSC Extension located at 3175 Bowers Ave., Santa Clara, CA
Benefits to working at UC Santa Cruz include:
* Medical / Dental / Vision Insurance Plans
* UC Retirement Plans
* Life Insurance / Legal Insurance / Discounted Pet Insurance
* 14 Paid Holidays Plus Accrued Vacation & Sick Leave
* Employee Discount Programs and much more...

This is a 100% onsite position.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website. 

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD.  Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link .

The IRD for this job is: 04-11-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

UCSC Extension provides professional training that reflects the academic rigor of the University of California and the hands-on, roll-up-your-shirtsleeves practicality of Silicon Valley culture. Developed with guidance from key industry leaders and academic experts, Extension's certificate programs match the economic demands of industry, from engineering to business, education to bioscience. The University of California reviews and approves UCSC Extension courses and programs for academic content, merit, and instructor qualifications. Many courses canbe applied toward degree programs or may be eligible for professional certificates and licenses.

The IT department is a fast-paced environment and serves all IT needs for UCSC Silicon Valley Extension, UC Scout, and Smarter Balanced. Learners, instructors, and staff members are supported by the IT department, totaling approximately 18,000 registered users at any time. The Desktop Support Team supports equipment installs for staff and instructors, studio and lab computers, printers, peripherals, teleconferencing, and audio/visual equipment. Desktop Support also performs analysis of requests for equipment and software used in classrooms and laboratories, and executes implementation within departmental guidelines. UCSC Extension is based in Santa Clara, CA, the HEART of Silicon Valley. Extension is an equity-minded organization that represents the full diversity of the University of California and demonstrates a sensitivity to and understands the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community.

The University of California has a 150-year history in the San Francisco Bay Area, and is recognized as the leading regional workforce training provider. As part of the University of California, UCSC Silicon Valley Extension is certified by the WASC Senior College and University Commission (WSCUC). Extension has sustained ongoing partnerships with regional companies, workforce development programs, and professional associations, and offers accredited courses.

More information can be found at https://www.ucsc-extension.edu/

JOB SUMMARY

Under the general direction of the UCSC Silicon Valley IT Director, and with the support of staff, the Desktop Support Technician installs, maintains, and supports staff (PCE staff, UC Scout staff and teachers, and SBAC staff), and studio and lab computers, printers, peripherals, teleconferencing, and audio/visual equipment. In addition, the incumbent performs analysis of requests for equipment and software used in classrooms and laboratories, and executes implementation within departmental guidelines.

APPOINTMENT INFORMATION

Budgeted Salary: $33.00 - $37.32/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri, with occasional weekends
• Shift Includes: Day, Evenings, Weekend

Employee Classification: Career appointment 

Job End Date: None

Work Location: Silicon Valley (Santa Clara, CA)

Union Representation: TX Union

Job Code Classification: 007359 (BUS TCHL SUPP ANL 2 TX)

Travel: Up to 25% of the time

JOB DUTIES

50% - Staff Support

• Guide and participate in level one, and some level two (create accounts in AD, Zoom, Confluence, SIS etc.) responses to Help Desk contact, forwarding issues and requests to other teams as established in protocols.
• Coordinate and collaborate with other Information Technology teams.
• Facilitate problem determination and resolution activities for staff desktop issues following established protocols and policies.
• Assist the IT Director and Systems Administrators in guiding the direction for desktop support and interaction with Programming Departments.
• Understand and enforce published, staff desktop policies and procedures.
• Facilitate projects to deploy computers and computer software and improve business processes.
• Organize, develop, test, document, and deploy the standard desktop software image.
• Maintain the process of re-imaging staff desktop systems, and keep them up to date.

40% - Classroom/Lab Support

• Receive, log, and perform analysis of requests for computer equipment, software, projectors, TVs, and other requirements for use in classrooms and laboratories.
• Develop schedules and logs to ensure sufficient equipment is available, provide alternatives as needed, and maintain an inventory of spares.
• Work with Extension staff and instructors to ensure correct operation of courses supported by computer-related classrooms.
• Perform quarterly assessments of lab and classroom-required software (CERF) for instruction for the upcoming quarter.
• Install, set up, maintain, and train end users on AV and teleconferencing equipment.
• Prepare classrooms and laboratories with required computer equipment, printers, and software, allowing sufficient time for testing by instructors or program assistants.
• Utilize imaging tools and software to assist in preparing software for use.
• Organize, develop, test, document, build, and deploy the standard desktop, classroom, and laboratory computer images.
• Develop a plan for the systematic patching and re-imaging of classroom and laboratory desktop systems.
• Build and maintain virtual classrooms/labs, and Windows, Linux, and MAC operating systems as required for courses.
• Perform periodic lab cleanups.
• Implement cable management.

10% - Administrative Responsibilities

• Patch Windows, MAC, and Linux operating systems.
• Perform password resets for user accounts and basic troubleshooting.
• Maintain software and equipment inventory, and licenses. Document IT-related instructions and processes.
• Train and keep up with changing technologies in the desktop support environment.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Good technical and non-technical verbal communication skills. Ability to disseminate information to end-users and clients who have a wide range of computing skills in a cheerful and friendly manner.
• Good technical and non-technical written communication skills.
• Experience with Audio/Video teleconferencing systems, such as Zoom, Teams, and Jabber.
• Experience in installing, deploying (imaging), testing, and troubleshooting a wide variety of software application and operating systems, including MS Office Suite, Adobe Creative Cloud, browsers, email clients, Windows, MacOS and Linux operating systems.
• Ability to troubleshoot computer problems down to the component and motherboard level.
• Ability to solve problems and resolve conflicting user requests under time pressure with frequent interruptions.
• Ability to work effectively with both technical and non-technical personnel.
• Excellent organizational skills with the ability to prioritize workload with the pressure of competing deadlines while remaining flexible and professional.
• Ability to illustrate a viewpoint and participate in collaborative, objective-driven teams.
• Ability to act with customer/constituent orientation and be attentive and responsive to customer concerns. Ability to successfully understand and translate the needs of varied client constituencies into IT support requirements
• Ability to learn new information, both technical and procedural.
• Ability to work independently and as part of a team providing timely, high quality customer-focused services to the campus communities.
• Basic knowledge of computer networking sufficient to install, test, and troubleshoot networked devices. Ability to create and accurately maintain equipment inventories.

PREFERRED QUALIFICATIONS

• Familiar with Red Hat, Ubuntu, CentOS, and Debian flavors of Linux.
• Knowledge and experience in the development of documentation including installation check lists, pre- and post-installation documentation, instructions, troubleshooting procedures, and diagrams.
• An understanding of project management techniques including the support of defined project activities and tasks.
• Demonstrated aptitude with a variety of technical equipment including projectors, external storage devices, scanners, video-conferencing systems, including web cams, microphones, projectors, etc.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• Ability to perform essential physical job functions.
• Ability to work overtime including evenings, nights, weekends and holidays to meet operational needs, and work an alternate work schedule shift as required.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here .

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.