About the role
Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting
- 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. 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). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbent must be flexible with scheduling and willing to work nights and weekends. Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. This position supports a 7x24 environment and participates in weekend and after hours on-call rotation. DEPARTMENT OVERVIEW University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research. Responsibilities % of time Essential Function (Yes/No ) Key Responsibilities (To be completed by Supervisor) 75 Yes Provide onsite technical support, including triage, analysis, diagnosis and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Support will include staffing the walk up IT support center [CA1] [RC2] . Staff rotation to Service Desk or other sites as required. When at Service Desk Level1: handle 35
- 50 customer contacts per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings, 60
- 65% First Contact Resolution, and 65
- 75% Level 1 Resolution. When at Service Desk Level2: Resolve 8
- 20 Level 1 escalations per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings. Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95% accuracy. Assist Level 1 analysts in troubleshooting technical issues. Provide onsite field support for designated sites. Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service. Gather technical information and prepare IT technical Notifications; ability to translate and manage technical Notifications to customer-facing Notifications. Provide thorough analysis and develop/recommend cost-effective solutions to variously complex technology problems based on incumbent’s extensive knowledge of campus/medical center standards and Department’s requirements/needs. Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory, Conceptually understand the purpose, general functions of enterprise applications, such as EPIC, Pyxis, MyAccess, and all its terminology. Knowledge of important Federal, State, UC, and UCSF information security policies and procedures. Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups. Use network diagnostic tools to support network infrastructure. Add/Move/Change Telecom Communication Devices (e.g. Siemens/Cisco phones). Perform Proactive Rounding, as assigned. Serve as internal escalation/contact for resolution of complex issues and VIP support. Participate in continuous process improvement & innovation. Complete other duties, as assigned Support a culture of collaboration and cross-functional teamwork aimed at providing complete, end-to-end IT technology solutions to meet the needs of the organization Ability to determine when to escalate and communicate problems and status updates to colleagues and management 10 Yes Participate in small to medium sized technology projects. Of critical importance in this area is working closely with clients to analyze business needs, develop & design appropriate technology solutions, and present detailed recommendations to the client. Manage small technology projects, such as technology rollouts to customer base or as a subset of larger projects. Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed. Participate in development and management of project, project communications, status reporting, and address related customer issues. 5 Yes Deliver IT training to customers, on-site and remote, one-on-one training for standard desktop applications (MS Office, email clients, web browsers) and Desktop OS features. Moderately-complex user documentation and walkthroughs. Complete other training related duties, as assigned. 5 Yes Maintain hardware inventory data and software licensing information to ensure accuracy. Conduct periodic audits. Implement encryption on all required computers and notification of devices out of compliance. Assure licensing compliance by recording software purchasing information, installations, and user assignments. Recommend hardware configurations for customer procurement 5 Yes Create accurate Knowledge Base articles allowing for continuous improvement of the Enterprise Desktop Support & Service Desk programs. 10 0% (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) [CA1] Oakland does not have anywhere for an IT Health Desk or walk-up support, but techs are expected to staff walk-up support by appointment. [RC2] We’ll leave this as we do plan to have walk-up support centers.
Full time · Day shift REQUIRED QUALIFICATIONS Bachelor’s degree in Computer Science, Information Systems, or a similar degree. In lieu of a degree, a minimum of one year of additional relevant experience. Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment, and/or equivalent experience/training.
Experience in health care strongly desired. Demonstrated expert proficiency supporting the latest MS Windows environment and up to three versions before it, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS 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. Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems, including desktop, laptop, and mobile computing devices – Windows, Macintosh, Android, and iOS.
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
High degree of collaboration skills and the ability to work well in small teams and cross-functionally. Knowledge of Collaboration tools & Service. Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
Advanced skill at creating technical documentation for complex processes and applications. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Ability to develop and deliver advanced desk-side training, basic desk-side training, and basic group training. General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
Demonstrates problem-solving skills. Ability to assess a situation, define the problem, develop an approach and work with other teams as necessary in executing on that approach. Ability to understand when to include others and escalate when necessary.
Working knowledge of the unit's business processes. Working knowledge of the organization's computer requirements, recommendations, and policies, including security standards. Effective skills at technical and administrative work direction, and proficiency in project management basics.
Excellent customer service and interpersonal skills. Demonstrated judgment to delegate/escalate issues appropriately. High degree of self-motivation and flexibility.
Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills. Ability to maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers. Understanding of IT Service Management, incident and request management within an Enterprise environment Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.
Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.) A valid California state driver’s license is preferred, since auto travel to other sites may be required