Service Desk Technician (Campus Location)

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The hourly rate the University reasonably expects to pay for this position is $31.79.

This is a represented (TX) position.

This position reports to an on-site location as scheduled.

Initial applicant review will take place on or about 2/17/2025. Posting may close after that date without notice.

The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.

The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 2020, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.

The university's mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.

The course of UC Merced's evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.

Are you a service-minded team player with excellent communication skills and a passion for technology? If so, we invite you to apply for the role of Service Desk Technician at UC Merced. Reporting to the Service Desk Lead, the Service Desk Technician is one of a team of individuals dedicated to exceptional customer service and responsible for providing front-facing, first-level IT support for the campus community. The Service Desk team delivers service in-person, by phone, and via online support with rotating bi-weekly roles (Front Desk, Travel Tech, Call Center, Remote Tech) that will allow you to develop and hone your IT service and support skills in various modalities.

As a member of the team, you'll identify, document, troubleshoot and resolve basic problems for campus students, faculty, staff, and affiliates including device setup and support (Windows, MAC, IOS, and Android); software installation, configuration, and troubleshooting; account support; email setup and configuration in our Microsoft 365 console; basic network troubleshooting; device imaging; campus inventory management; and much more. The ideal candidate for this position is an engaged team player, knowledgeable about devices and operating systems, has experience with IT Service Management ticketing systems, follows established procedures and is a creative and driven troubleshooter, and communicates clearly verbally and in writing.

Key Responsibilities:

General Campus IT Support & Troubleshooting * Provide general in-person, phone, chat, and online IT support for the UC Merced campus community, including students, staff, faculty, affiliates, parents, guests, and vendors * General installation, set up, configuration, and troubleshooting for: device operating systems and hardware (Windows, Mac, iOS, and Android); various academic, business, and research software; campus printers and servers * Microsoft 365 account management and troubleshooting Ticket Management & Escalation * Manage/update/resolve problem and incident tickets * Escalate problems to Tier 2 support within OIT and/or work with vendors to resolve client issues * Inventory & Documentation * Perform and manage inventory functions for UC Merced owned equipment * Test and maintain internal IT documentation related to basic service support functions.

• High school diploma and/or equivalent certification/experience/training; or
• Associate degree in Computer Science or related field (preferred); or
• Bachelor's degree in Computer Science or related field (preferred); and
• 2 year in technical support role (Help Desk, Desktop Support) (required).
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Ability to work effectively within a team environment and independently.
• Demonstrated ability to utilize critical thinking and creativity as well as manuals and online documentation to diagnose and solve problems.
• Working knowledge of common software products such as Microsoft 365.
• Ability to establish and maintain effective working relationships with departmental peers, clients and campus stakeholders.
• Basic understanding and troubleshooting ability for wired and wireless networks. Understanding the OSI Model is preferred.
• CompTIA A+ Preferred

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Equal Employment Opportunity:
The University of California, Merced is an Equal Opportunity/Affirmative Action employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship, sex, age, marital status, sexual orientation, gender identity or expression, disability, pregnancy, or status as a disabled veteran or Vietnam-era veteran, or other protected categories covered by the UC Nondiscrimination and Affirmative Action Policy. UC Merced intentionally promotes and maintains a discrimination- and harassment-free workplace by demonstrating it neither condones nor tolerates employment practices that discriminate against or harass any person or specific group of persons on the basis listed above. We seek candidates who will support our vision to cultivate a vibrant, equity-minded, inclusive excellence university community. When applying to UC Merced, we strongly encourage you to reflect on our Principles of Community and our 2021 strategic plan.

Vaccination Program Policy:

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is 14 days after their first date of employment.

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/

This position is eligible for the UC Merced Employee Referral Program (ERP). If you were referred by a UC Merced employee, please identify that employee by name in your application as follows:

Step 5 of 7 Referrals

How did you hear about the job? (select) "other"

Additional information? (select) "other"

Specific Referral Source? (write in) first and last name of referring employee

Referring employee MUST be named on application for eligibility.