Business/Tech Supp Analyst 2 -Client Services - FT Nights - 14142-1A
- Employer
- University of California-Irvine
- Location
- Orange
View more
- Administrative Jobs
- Academic Affairs, Research Staff & Technicians, Technology, Analysts & Programming, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Updated: Jan 4, 2021
Location: Orange
Job Type:
Department: Client Services
Job Description: UC Title:BUS TCHL SUPP ANL 2 TXReports to:Business/Tech Support Supv 2Cost Center:Client Services (428546) FLSA:NonexemptJob Code:007359Shift:Not Applicable Position Number:40321354Working Title:Business/Tech Supp Analyst 2Bargaining Unit:UPTEDate Created:12/21/2019Hours:40FTE:1 Position Summary: Reporting to the Help Desk and Desktop Supervisor, responds to customer's service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including, but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; Consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; Assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; Follows established policies, procedures or specific instructions; Provides quality support with a high degree of customer satisfaction, technical expertise and timeliness. Salary Range:
Minimum
Midpoint
Maximum
Hourly Rate$25.15
$32.80
$40.45
Required Qualifications: Ability to document resolutions clearly within a ticket system and knowledgebaseAbility to establish and maintain effective working relationships across the Health SystemAbility to maintain a work pace appropriate to the workloadMust demonstrate customer service skills appropriate to the jobExcellent written and verbal communication skills in EnglishAbility to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as requiredKnowledge of MS Office Suite, Windows OS, and MAC OSKnowledge of Apple and Android mobile devicesMinimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)Proficient with Active Directory Users and ComputersExperience with remote support toolsExperience with ticket tracking systemAbility to troubleshoot and resolve issues using remote control and screen sharing toolsMust possess the skill, knowledge and ability essential to the successful performance of assigned dutiesDemonstrated knowledge of proper telephone usage and etiquette Preferred Qualifications: Knowledge of ITIL best practicesKnowledge of ITSM ticketing systemCertifications or College Courses in the Information Technology areaKnowledge of University and medical center organizations, policies, procedures and formsOrganization
Founded in 1965, UC Irvine combines the strengths of a major research university with the bounty of an incomparable Southern California location. Over five remarkable decades, UCI has become internationally recognized for efforts that are improving lives through research and discovery, fostering excellence in scholarship and teaching, and engaging and enriching the community.
With more than 33,000 students, 1,200 faculty members and 10,000 staff, UCI is among the fastest-growing campuses in the University of California system. Increasingly a first-choice campus for students, UCI ranks among the top U.S. universities in the number of undergraduate applications and continues to admit freshmen with highly competitive academic profiles. Orange County’s second-largest employer, UCI generates an annual economic impact on the county of $5 billion.
UCI is a center for quality education that honors classic instruction while incorporating the best new scholarship. U.S. News & World Report consistently ranks UCI among the nation’s best universities. Achievements in the sciences, social sciences, social ecology, arts, humanities, medicine and business also have garnered numerous national rankings for UCI’s schools, departments and programs. Three UCI researchers have won Nobel Prizes – most recently Irwin Rose, in chemistry, in 2004.
Interdisciplinary research, a UCI hallmark, is evident in the California Institute for Telecommunications and Information Technology, or Calit2, Newkirk Center for Science and Society, Center for the Study of Democracy, Institute of Transportation Studies, Institute for Genomics and Bioinformatics, and innovative instructional programs in biomedical engineering, international studies, global cultures, arts and technology, and other collaborations.
The university is dedicated to excellence through diversity and to the goal of reflecting equity and inclusion in our faculty, staff and student populations. Faculty and staff diversity affinity groups foster cross-departmental social interaction, professional networking, cultural competencies, recruiting and mentoring.
Committed to the Community
UCI reaches beyond the classroom and laboratory to help solve societal issues and support human development. In the health sciences, UCI is noted for its research on cancer, the neurosciences and the genetic underpinnings of disease. UCI Medical Center, Orange County’s only university hospital and Level I trauma center, has been ranked among the nation’s best hospitals by U.S. News & World Report for 16 consecutive years.
A major intellectual and cultural center, UCI engages the community through public activities and events. Speakers on campus, for example, have included Nobel Peace Prize winners His Holiness the XIV Dalai Lama, former Soviet leader Mikhail Gorbachev and Iranian human rights activist Shirin Ebadi, all of whom also received the UCI Citizen Peacebuilding Award for their efforts toward world peace.
The university is also addressing the needs of the community and growing world population in an environmentally sustainable way. From the development of new and reliable processes for electricity and alternative fuels to critical water and waste management solutions, UCI consistently tops the list in Sierra magazine’s “Coolest Schools” report, its annual sustainability ranking of U.S. colleges and universities.
A hub for innovation and entrepreneurship, the university collaborates with the community on many strategic partnerships such as UCI Applied Innovation , a center which brings campus-based discoveries together with Orange County’s vibrant business sector to support job creation and economic growth. Development also continues on the 185-acre University Research Park adjacent to campus, where R&D companies enjoy collaborative opportunities in medical research, biotechnology, engineering, computer science and business.
UCI is benefiting the community and the world in countless ways through its scholarly, scientific, creative and economic contributions. On its way to becoming a flagship UC campus and one of the nation’s very best universities, UCI has embarked on a strategic plan that will ensure the campus continues to inspire excellence as it fulfills its research, teaching and public service missions in the decades ahead.
- Website
- http://www.uci.edu/
- Telephone
- 949-824-5011
- Location
-
University of California, Irvine
Irvine
CA
92697
US
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