Business/Tech Supp Analyst 2

University of California, Irvine•Irvine, CA

About The Position

Incumbent will respond to customer service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including, but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; Consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; Assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; Follows established policies, procedures or specific instructions; Provides quality support with a high degree of customer satisfaction, technical expertise and timeliness.

Requirements

Proficient with Active Directory Users and Computers
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Must demonstrate customer service skills appropriate to the job
Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)
Knowledge of MS Office Suite, Windows OS, and MAC OS
Knowledge of Apple and Android mobile devices
Experience with ticket tracking system
Experience with remote support tools
Excellent written and verbal communication skills in English
Demonstrated knowledge of proper telephone usage and etiquette
Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required
Ability to troubleshoot and resolve issues using remote control and screen sharing tools
Ability to maintain a work pace appropriate to the workload
Ability to establish and maintain effective working relationships across the Health System
Ability to document resolutions clearly within a ticket system and knowledgebase

Nice To Haves

Knowledge of University and medical center organizations, policies, procedures and forms
Knowledge of ITSM ticketing system
Knowledge of ITIL best practices
Certifications or College Courses in the Information Technology area

Responsibilities

Respond to customer service problems or requests for information regarding technology
Answer Help Desk support line and performs first level systems problem determination
Log all calls into service desk incident/request tracking system
Analyze incidents and takes corrective action across functional areas for incident resolution
Consult closely with clients and internal staff to prevent incidents and provides assistance as needed
Assist in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements
Follow established policies, procedures or specific instructions
Provide quality support with a high degree of customer satisfaction, technical expertise and timeliness