ISACA
Overview
Typically found in large central departments serving multiple departments or units, this family 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, and ensures 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
This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Assignments may be complex in nature, requiring judgment in problem resolution and training end-users. Responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Document in detail the request and incident resolution and track hours worked in the help desk ticketing system, providing customers with status updates. Balance technical knowledge with a high level of customer service in all operations of the Service Desk and Field Services, providing phone-based, remote, and onsite support. Exercise sound judgment and prioritization, and adapt to reorganized customer requests. Flexible with scheduling and willing to work nights and weekends. Supports a 7x24 environment and participates in weekend and after-hours on-call rotation. Qualifications / Requirements
Experience applying professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications. Within defined procedures and practices, able to determine appropriate action. Familiarity with system administration tools: Microsoft ADUC, Microsoft System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Ability to document resolutions and provide clear customer-facing updates; strong customer service orientation. Compensation & Work Environment
This position supports a 7x24 environment and participates in weekend and after-hours on-call rotation. The final salary and offer components are subject to additional approvals based on policy. Placement within the salary range is dependent on work experience and internal equity within this position classification. For positions represented by a labor union, placement within the salary range is guided by the collective bargaining agreement. Certain terms and conditions of employment are subject to negotiation with the appropriate union. Hourly range: $34.02 - $60.02. To learn more about the benefits of working at UCSF, including total compensation, please refer to the compensation and benefits information.
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Typically found in large central departments serving multiple departments or units, this family 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, and ensures 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
This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Assignments may be complex in nature, requiring judgment in problem resolution and training end-users. Responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Document in detail the request and incident resolution and track hours worked in the help desk ticketing system, providing customers with status updates. Balance technical knowledge with a high level of customer service in all operations of the Service Desk and Field Services, providing phone-based, remote, and onsite support. Exercise sound judgment and prioritization, and adapt to reorganized customer requests. Flexible with scheduling and willing to work nights and weekends. Supports a 7x24 environment and participates in weekend and after-hours on-call rotation. Qualifications / Requirements
Experience applying professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications. Within defined procedures and practices, able to determine appropriate action. Familiarity with system administration tools: Microsoft ADUC, Microsoft System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Ability to document resolutions and provide clear customer-facing updates; strong customer service orientation. Compensation & Work Environment
This position supports a 7x24 environment and participates in weekend and after-hours on-call rotation. The final salary and offer components are subject to additional approvals based on policy. Placement within the salary range is dependent on work experience and internal equity within this position classification. For positions represented by a labor union, placement within the salary range is guided by the collective bargaining agreement. Certain terms and conditions of employment are subject to negotiation with the appropriate union. Hourly range: $34.02 - $60.02. To learn more about the benefits of working at UCSF, including total compensation, please refer to the compensation and benefits information.
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