University of California - San Francisco Campus and Health
IT Desktop Field Service Technician
University of California - San Francisco Campus and Health, San Francisco, California, United States, 94199
Job Summary
IT Desktop Field Service Technician – IT Field Service Full Time 86213BR Overview
Typically found in large central departments serving multiple departments or units, this role provides day-to-day advanced consultation, training, instruction, and troubleshooting 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. The incumbent analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use; develops and conducts tests of hardware and software; reports on configurations and behavior; develops and provides technical documentation and training; assesses needs and recommends hardware and software acquisitions and upgrades. This is a mid-level support position for problem resolution and technical recommendations for more complex problems. The incumbent participates in system administration with tools such as Microsoft ADUC, MS System Configuration Manager, and Tivoli Endpoint Manager (BigFix). Assignments may be complex and require judgment in problem resolution and training end-users. The incumbent maintains secure and confidential information and is familiar with IT technical policies. Responsibilities include resolving technical issues related to desktop computers, laptops, communication devices, printers, and other peripherals; providing software support and user training on applications for computers, communication devices, and printers; documenting requests and incident resolutions; tracking hours in the help desk system; and providing customers with status updates. The role balances technical knowledge with customer service objectives across phone, remote, and on-site support; exercises sound judgment, prioritization, and flexibility with scheduling including nights and weekends. The position supports a 7x24 environment and may participate in weekend and after-hours on-call rotation. Responsibilities
Provide day-to-day advanced consultation, training, instruction, and troubleshooting for hardware, software, network, and related systems. Analyze, install, configure, and evaluate systems and tools for end users; develop technical documentation and training. Assist in system administration using tools such as ADUC, System Configuration Manager, and Tivoli Endpoint Manager (BigFix). Resolve technical issues concerning desktop computers, laptops, communication devices (e.g., iPad, iPhone, Android), printers, and other peripherals. Provide software support and user training for applications and devices; document requests and incidents; track hours in the help desk system; provide status updates to customers. Balance technical knowledge with customer service objectives; deliver phone, remote, and on-site support; follow incident and request management processes. Be flexible with scheduling and willing to work nights and weekends; participate in 7x24 environment and on-call rotation as required. Required Qualifications
Bachelor's degree in Computer Science, Information Systems, or a similar field, or one year of applicable experience. Two or more years of experience in a desktop support or help desk role, supporting Windows and Macintosh computers in a complex networked environment, or equivalent experience/training. Expert proficiency with the latest MS Windows environment and up to three versions prior, Macintosh OS X, and MS Office; proficiency troubleshooting MS Word, Excel, and Outlook. Ability to act as a Desktop Hardware & Software consultant to help customers select appropriate hardware and software. 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 using information about dependencies and interactions. Ability to follow Desktop Support processes in an enterprise environment (onboarding, tooling, financial management, security, customer outreach). Strong interpersonal skills to work with technical and non-technical personnel; ability to collaborate in small teams and cross-functional environments; knowledge of collaboration tools and services. Working knowledge of server internals 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; capability to deliver desk-side training at multiple levels. General knowledge of IT areas and intermediate knowledge of IT-related products and services; strong problem-solving skills and the ability to assess situations and escalate when necessary. Understanding of 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 certification (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
University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through biomedical research, education, and patient care. It is the only UC campus dedicated exclusively to the health sciences. UCSF Infrastructure Services provides 24x7 support and values innovation and excellence in secure and efficient IT services. Pride Values
UCSF is committed to professionalism, respect, integrity, diversity and excellence (PRIDE values) and equity in care and workforce. Learn more at diversity.ucsf.edu. Join us to contribute to improving healthcare worldwide. 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, protected veteran status, or other protected status under state or federal law. Organization
Campus Job Code and Payroll Title
007359 BUS TCHL SUPP ANL 2 TX Job Category
Clinical Systems / IT Professionals, Professional (Non-Clinical) Bargaining Unit
University Professional Technical Employees - Technical Unit (UPTE-TX) Employee Class
Career Percentage
100% Location
San Francisco, CA Campus
Various Work Sites Work Style
Fully On-Site Shift
Variable Shift Length
Variable Additional Shift Details
We have several openings and are hiring for various shifts!
#J-18808-Ljbffr
IT Desktop Field Service Technician – IT Field Service Full Time 86213BR Overview
Typically found in large central departments serving multiple departments or units, this role provides day-to-day advanced consultation, training, instruction, and troubleshooting 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. The incumbent analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use; develops and conducts tests of hardware and software; reports on configurations and behavior; develops and provides technical documentation and training; assesses needs and recommends hardware and software acquisitions and upgrades. This is a mid-level support position for problem resolution and technical recommendations for more complex problems. The incumbent participates in system administration with tools such as Microsoft ADUC, MS System Configuration Manager, and Tivoli Endpoint Manager (BigFix). Assignments may be complex and require judgment in problem resolution and training end-users. The incumbent maintains secure and confidential information and is familiar with IT technical policies. Responsibilities include resolving technical issues related to desktop computers, laptops, communication devices, printers, and other peripherals; providing software support and user training on applications for computers, communication devices, and printers; documenting requests and incident resolutions; tracking hours in the help desk system; and providing customers with status updates. The role balances technical knowledge with customer service objectives across phone, remote, and on-site support; exercises sound judgment, prioritization, and flexibility with scheduling including nights and weekends. The position supports a 7x24 environment and may participate in weekend and after-hours on-call rotation. Responsibilities
Provide day-to-day advanced consultation, training, instruction, and troubleshooting for hardware, software, network, and related systems. Analyze, install, configure, and evaluate systems and tools for end users; develop technical documentation and training. Assist in system administration using tools such as ADUC, System Configuration Manager, and Tivoli Endpoint Manager (BigFix). Resolve technical issues concerning desktop computers, laptops, communication devices (e.g., iPad, iPhone, Android), printers, and other peripherals. Provide software support and user training for applications and devices; document requests and incidents; track hours in the help desk system; provide status updates to customers. Balance technical knowledge with customer service objectives; deliver phone, remote, and on-site support; follow incident and request management processes. Be flexible with scheduling and willing to work nights and weekends; participate in 7x24 environment and on-call rotation as required. Required Qualifications
Bachelor's degree in Computer Science, Information Systems, or a similar field, or one year of applicable experience. Two or more years of experience in a desktop support or help desk role, supporting Windows and Macintosh computers in a complex networked environment, or equivalent experience/training. Expert proficiency with the latest MS Windows environment and up to three versions prior, Macintosh OS X, and MS Office; proficiency troubleshooting MS Word, Excel, and Outlook. Ability to act as a Desktop Hardware & Software consultant to help customers select appropriate hardware and software. 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 using information about dependencies and interactions. Ability to follow Desktop Support processes in an enterprise environment (onboarding, tooling, financial management, security, customer outreach). Strong interpersonal skills to work with technical and non-technical personnel; ability to collaborate in small teams and cross-functional environments; knowledge of collaboration tools and services. Working knowledge of server internals 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; capability to deliver desk-side training at multiple levels. General knowledge of IT areas and intermediate knowledge of IT-related products and services; strong problem-solving skills and the ability to assess situations and escalate when necessary. Understanding of 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 certification (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
University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through biomedical research, education, and patient care. It is the only UC campus dedicated exclusively to the health sciences. UCSF Infrastructure Services provides 24x7 support and values innovation and excellence in secure and efficient IT services. Pride Values
UCSF is committed to professionalism, respect, integrity, diversity and excellence (PRIDE values) and equity in care and workforce. Learn more at diversity.ucsf.edu. Join us to contribute to improving healthcare worldwide. 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, protected veteran status, or other protected status under state or federal law. Organization
Campus Job Code and Payroll Title
007359 BUS TCHL SUPP ANL 2 TX Job Category
Clinical Systems / IT Professionals, Professional (Non-Clinical) Bargaining Unit
University Professional Technical Employees - Technical Unit (UPTE-TX) Employee Class
Career Percentage
100% Location
San Francisco, CA Campus
Various Work Sites Work Style
Fully On-Site Shift
Variable Shift Length
Variable Additional Shift Details
We have several openings and are hiring for various shifts!
#J-18808-Ljbffr