IT Service Desk Tier 1-2 Analyst (7359U) - 14077

San Francisco
Jan 08, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution

IT Service Desk Tier 1-2 Analyst (7359U) - 14077 About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

Application Review Date

The First Review Date for this job is: January 21, 2021

Departmental Overview

The Office of the CIO and Information Services & Technology (OCIO/IST) believe in and foster a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.

In addition, members of the OCIO/IST community have created and endorse the following values for our organization to augment and amplify the campus principles:
  • We champion diversity.
  • We act with integrity.
  • We deliver.
  • We innovate.

Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.

  • Applies professional business/technical support concepts to provide remote support to clients.
  • Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
  • Must be customer-oriented and patient to deal with difficult customers.
  • Documents and updates solutions in both Wiki (internal facing) and KB (customer facing
  • Ensures issues in need of Tier 2 or 3 teams are escalated properly with correct documentation for issues described.
  • Supports enterprise/campus-wide systems and analyzes system dependencies to resolve computing problems.
  • Installs, configures and maintains computing tools, provides preventative maintenance and upgrades.
  • Keeps up to date with developments in the computing field by reading journals and technical magazines, contacting colleagues and attending conferences and seminars.

Required Qualifications
  • Working knowledge of enterprise system dependencies and ability to use this information to troubleshoot.
  • Requires knowledge of other areas of IT.
  • Working knowledge of desktop and business/technical support systems.
  • Embraces unique viewpoints/outlooks and has the ability to work effectively with a diverse group of employees.
  • Demonstrates judgment to delegate/escalate issues appropriately.
  • Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
  • Must be customer-oriented and patient to deal with difficult customers.
  • Communicates effectively with both technical and nontechnical personnel at various levels in the organization (students, staff and faculty).

  • Bachelor's degree and/or equivalent experience/training.

Preferred Qualifications
  • Working knowledge of vendor products and services for procurement and provisioning of desktops, laptops, smart phones, tablets and Multifunction printers.
  • Working knowledge of troubleshooting and standard processes to meet Service Level Agreements.
  • Working knowledge of campus computer requirements, recommendations and policies, including security standards.

Salary & Benefits

This position is a non-exempt, bi-weekly paid position. Hourly pay for this role is commensurate with experience.

For information on the comprehensive benefits package offered by the University visit:

How to Apply

Please submit your cover letter and resume as a single attachment when applying.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

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, or protected veteran status. For more information about your rights as an applicant see:
For the complete University of California nondiscrimination and affirmative action policy see:

To apply, visit

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