HHS/STC Help Desk Lead, PA II
- Employer
- University of California, Los Angeles
- Location
- Los Angeles
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
HHS/STC Help Desk Lead, PA II
University of California, Los Angeles
Requisition Number: 30285
Salary:
Position Description:
Posting Category: Information Technology
Work Location: US - Los Angeles, CA
UCLA Title: HHS/STC Help Desk Lead, PA II
Job #: 30285
Work Hours: 8 A.M. to 5 P.M.
Job Type: Full-Time, Career
Target Salary Range: $24.81 - $26.53 Hourly
Bargaining Unit: 99-Policy Covered
Posted Date: May 14, 2019
Job Responsibilities
Under the direction of the Assistant Director of Housing and Hospitality Services Information Technology Operations and Student Technology Center (STC), the HHS IT/STC Help Desk Lead has responsibility for technical support and resolution of all incoming HHS IT/STC help desk requests through his/her own work and the work of the Help Desk team: triage, prioritization, dispatch and assignment, resolution of complex requests, management of IT help desk queue, communication of issues to department management, reporting of help desk trends and patterns to be addressed globally, escalation of critical issues, supervision of Help Desk Analysts' queues, and continuous improvement of help desk computer systems and processes.
The Help Desk Lead will be required to design new systems as needed and technically enhance existing systems to make the best use of people, materials, and time. Also responsible for determining output report formats to meet communication needs, designing formats for user interface and self-server web portal, including technical estimates for time and costs required. Required to document and communicate the help desk processes within the department and to external user groups. Required to develop test plans and execute test plans to verify application changes to complex systems, thereby building knowledge in the Help Desk Team for resolution of complex issues after go live.
Required to plan and conduct technical hands-on workshops to train user departments on best IT practices, techniques, design features, and methods for using various business software systems and applications. Required to build the IT help desk knowledgebase composed of system use documentation, technical set up and maintenance of business applications, new hire/term submission forms, and user manuals.
The targeted hourly range for this position is $24.81 - $26.53, dependent on relevant work experience.
Job Qualifications
1. BS in Computer Sciences or a related field or equivalent combination of education and experience. Required
2. Demonstrated leadership skills to effectively lead the help desk team. Required
3. Demonstrated knowledge and experience with networked PCs and virtual desktops in a Windows environment. Required
4. Demonstrated expert knowledge in the Microsoft Office suite of products. Required
5. Demonstrated expert knowledge with MS Outlook and Internet Explorer. Required
6. Demonstrated advanced knowledge of Windows Server and Active Directory tools to complete network administration tasks. Required
7. Demonstrated expert knowledge of networking concepts & protocols, including TCP/IP. Required
8. Demonstrated working knowledge of HTML language for Web page design and maintenance. Required
9. Ability to evaluate and assess user interactions in order to create efficient and easy-to-use interfaces. Required
10. Demonstrated advanced knowledge of database tools, including SQL-based administration, and relating ODBC issues for client/server systems. Required
11. Demonstrated advanced knowledge of standard e-mail systems and protocols. Required
12. Working knowledge of Microsoft's SMS or similar remote control/network administration applications. Required
13. Excellent telephone skills to convey the highest level of customer service. Required
14. Demonstrated oral communication skills to speak effectively to staff members at every level of the organization and convey highly technical information to customers who have wide variety of technical experience of their won, ranging from novice to expert. Required
15. Ability to establish and maintain cooperative working relationships with staff, co-workers, administrators, and vendors. Required
16. Demonstrated excellent written and oral communication skills. Required
17. Skills in working with frequent interruptions and competing priorities. Required
18. Interpersonal skills to work effectively and diplomatically with staff, faculty, and administrators. Required
19. Flexibility in accepting new or special assignments on short notice to enable the department to cover essential functions or meet organizational goals. Required
20. Ability to exercise independent judgment where no formal policy exists. Required
21. Working knowledge of KACE. Preferred
22. Ability to quickly and independently learn and adjust to changing technology and environments. Required
23. Familiarity with the administrative and/or development operations of a major university. Preferred
24. Demonstrated skill with client/server reporting and database tools (such as InfoMaker and SQL Advantage). Required
25. Demonstrated leadership experience managing a technical Service Desk/customer support operation with a diverse customer base. Preferred
26. Ability to lift computers and packages weighing up to 35 pounds (assistance can be provided if necessary). Required
28. Knowledge of safe working and lifting guidelines. Required
29. Ability to drive a university vehicle including an electric cart. Required
30. Ability to work flexible schedules, including weekends and evenings if necessary. Required
How to Apply:
Qualified applicants may apply for this position using the UCLA Career Opportunities website. Go to https://hr.mycareer.ucla.edu/ and search for Requisition 30285. Or, quicklink:
http://hr.mycareer.ucla.edu/applicants/Central?quickFind=76254
Benefits
UCLA offers a comprehensive benefits package, including an average of three weeks of vacation per year; an average of 12 days sick leave per year; 13 paid holidays per year; health, dental and optical benefits; life insurance; disability insurance; the University of California Retirement Plan; various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, the University Credit Union, and much more!
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.
For full application instructions and position description, please visit: http://hr.mycareer.ucla.edu/applicants/Central?quickFind=76254
The University of California 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 complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction
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Organization
Working at University of California, Los Angeles
UCLA is a public research university located in the Westwood neighborhood of Los Angeles, California. It was founded in 1919 and is the second oldest of the ten campuses affiliated with the University of California system. UCLA offers over 300 undergraduate and graduate degree programs in a wide range of disciplines and enrolls about 26,000 undergraduate and about 12,000 graduate students from the United States and around the world every year.
UCLA features the College of Letters and Science, seven general campus professional schools, and four professional schools for the health sciences. The UCLA College of Letters and Science has 34 academic departments and 900 faculty, and houses the majority of UCLA's 129 undergraduate majors as well as the students in the Graduate Division of Letters and Sciences. The UCLA College Honors Program is also housed in the College. The College of Letters and Science's programs are divided into five academic divisions: humanities, social sciences, life sciences, physical sciences, and the International Institute. UCLA also offers certificate programs, undergraduate degree-credit and continuing education credits for non-full-time students through its UCLA Extension education program.
The 2010 edition of U.S. News & World Report ranked UCLA as the 24th best university in the nation and 32nd best in the world. In the 2007 edition of U.S. News and World Report, UCLA Medical Center was ranked best in the West, as well as one of the top 3 hospitals in the United States alongside Mayo Clinic, Cleveland Clinic, Massachusetts General Hospital, and Johns Hopkins Hospital. In 15 of the 16 medical specialty areas examined, UCLA Medical Center ranked in the top 20.
The campus' location in Los Angeles makes excursions to local museums, theaters, or other entertainment venues relatively quick and easy.
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