[Hiring] IT Desktop Field Services Technician @UCSF

Role Description

This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems.

• Provide 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.
• Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use.
• Develop and conduct tests of hardware and software and report on configurations and behavior.
• Develop and provide technical documentation and training.
• Assess needs and recommend hardware and software acquisitions and upgrades.
• Participate in system administration with appropriate tools such as Microsoft ADUC, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
• Resolve technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
• Provide software support and user training on applications for computers and communication devices (iPad, iPhone, Android).
• Document in detail the request and incident resolution and track hours worked in the help desk ticketing system.
• Provide customers with status updates.
• Balance technical knowledge and skill with a high level of customer service objectives.
• Exercise sound judgment and prioritization and reorganization of customer requests.
• Be flexible with scheduling and willing to work nights and weekends.
• Support a 7x24 environment and participate in weekend and after hours on-call rotation.

Qualifications

• Familiarity with specific IT technical policies.
• Ability to apply professional business/technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity.
• Ability to analyze situations or data requiring a review of a variety of factors.

Requirements

• Must maintain secure and confidential information.

Benefits

• 24x7 support to the University community.
• Commitment to nurturing the potential of team members and empowering them to excel.
• Focus on maintaining systems and resolving issues.
• Upholding the highest level of responsiveness and reliability for customers.