IT Desktop Field Services Technician

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.

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.

PREFERRED QUALIFICATIONS

• 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

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.

PREFERRED QUALIFICATIONS

• 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