University of California, San Francisco
IT Desktop Field Service Technician
University of California, San Francisco, San Francisco, California, United States, 94199
Overview
Job Summary: This role involves providing 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, handheld and peripheral devices, ensuring their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades. Responsibilities
Provide problem resolution and technical recommendations for more complex issues in a mid-level support capacity. Participate in system administration with tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Maintain secure and confidential information and adhere to IT policies. Resolve technical issues concerning desktop computers, laptops, communication devices (iPad, iPhone, Android), printers, and other peripherals; provide software support and user training for applications and devices. Document in detail the request and incident resolution and track hours in the help desk ticketing system; provide customers with status updates. Balance technical knowledge with high levels of customer service in phone, remote, and onsite support; exercise sound judgment and prioritization; 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. Apply professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications. Qualifications
Bachelor’s degree in Computer Science, Information Systems, or a similar degree, or one year of applicable experience; two or more years of experience in desktop support or help desk roles in a complex networked environment, and/or equivalent experience/training. Demonstrated expertise supporting the latest MS Windows environment (and up to three prior versions), Macintosh OS X, and MS Office; proficiency with troubleshooting Word, Excel, and Outlook. Ability to act as a Desktop Hardware & Software consultant, helping customers purchase the appropriate hardware & software for their needs. Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments. Experience configuring, troubleshooting, and supporting escalated end-user client systems, including desktop, laptop, and mobile devices (Windows, Macintosh, Android, iOS). Broad knowledge of enterprise system functions and the ability to troubleshoot by understanding dependencies and interactions; knowledge of enterprise Desktop Support processes and security policies. Strong interpersonal skills and collaboration abilities; working knowledge of Collaboration tools and services. Working knowledge of server internals as needed for troubleshooting and isolating issues. Advanced skill in creating technical documentation for complex processes and applications. Experience developing and administering formal technical training; ability to elicit and communicate technical information clearly; capable of desk-side training and group training. General knowledge of IT and intermediate knowledge of IT-related products and services. Demonstrated problem-solving skills, with the ability to assess situations, define problems, and coordinate with other teams; willingness to escalate when necessary. Understanding of the unit’s business processes and IT security standards. Experience with IT Service Management, incident, and request management in an enterprise environment. Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities and to work onsite in San Francisco. Preferred Qualifications
Relevant technical certifications (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.). A valid California driver’s license may be required for travel to other sites. Experience in healthcare is strongly desired. About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education, and excellence in patient care. It is dedicated exclusively to the health sciences, with a focus on empowering teams to excel in a fast-paced, mission-driven environment. Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or other protected status under state or federal law.
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Job Summary: This role involves providing 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, handheld and peripheral devices, ensuring their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades. Responsibilities
Provide problem resolution and technical recommendations for more complex issues in a mid-level support capacity. Participate in system administration with tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Maintain secure and confidential information and adhere to IT policies. Resolve technical issues concerning desktop computers, laptops, communication devices (iPad, iPhone, Android), printers, and other peripherals; provide software support and user training for applications and devices. Document in detail the request and incident resolution and track hours in the help desk ticketing system; provide customers with status updates. Balance technical knowledge with high levels of customer service in phone, remote, and onsite support; exercise sound judgment and prioritization; 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. Apply professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications. Qualifications
Bachelor’s degree in Computer Science, Information Systems, or a similar degree, or one year of applicable experience; two or more years of experience in desktop support or help desk roles in a complex networked environment, and/or equivalent experience/training. Demonstrated expertise supporting the latest MS Windows environment (and up to three prior versions), Macintosh OS X, and MS Office; proficiency with troubleshooting Word, Excel, and Outlook. Ability to act as a Desktop Hardware & Software consultant, helping customers purchase the appropriate hardware & software for their needs. Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments. Experience configuring, troubleshooting, and supporting escalated end-user client systems, including desktop, laptop, and mobile devices (Windows, Macintosh, Android, iOS). Broad knowledge of enterprise system functions and the ability to troubleshoot by understanding dependencies and interactions; knowledge of enterprise Desktop Support processes and security policies. Strong interpersonal skills and collaboration abilities; working knowledge of Collaboration tools and services. Working knowledge of server internals as needed for troubleshooting and isolating issues. Advanced skill in creating technical documentation for complex processes and applications. Experience developing and administering formal technical training; ability to elicit and communicate technical information clearly; capable of desk-side training and group training. General knowledge of IT and intermediate knowledge of IT-related products and services. Demonstrated problem-solving skills, with the ability to assess situations, define problems, and coordinate with other teams; willingness to escalate when necessary. Understanding of the unit’s business processes and IT security standards. Experience with IT Service Management, incident, and request management in an enterprise environment. Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities and to work onsite in San Francisco. Preferred Qualifications
Relevant technical certifications (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.). A valid California driver’s license may be required for travel to other sites. Experience in healthcare is strongly desired. About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education, and excellence in patient care. It is dedicated exclusively to the health sciences, with a focus on empowering teams to excel in a fast-paced, mission-driven environment. Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or other protected status under state or federal law.
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