Desktop Support Analyst- 2 Positions Available
About The Position
The Desktop Support Analyst is a key member of the Unified Technology Support organization, which provides desktop and customer support services for Division of Information Technology supported customer groups. The incumbent is responsible for resolving support requests from customers. This position provides functional administration of enterprise systems including email, listserv, Active Directory, campus print servers, and Mobile Device Management (MDM) tools. Performs customer support services including maintaining computing hardware and software systems by ensuring system proper system functionality, software updates, and resolving technical issues including Campus Computing Account issues. Diagnose, troubleshoot and resolve technical problems, which may include training, consultation, and technical/end-user documentation. The incumbent works in a dynamic, fast-paced environment to provide service in-person, on-line (chat, email, etc.), over the phone, through help desk tickets, and self-service.
Requirements
- Experience providing support on Windows desktop operating systems.
- Experience and proficiency in configuration and deployment of MacOS desktops and laptops.
- Experience in setting up and configuring Windows Server 2008 and 2012 OS.
- Familiarity with virtual technology such as VMWare and Hyper-V.
- Ability to install and maintain Windows workstations.
- Ability to configure Windows file and print services.
- Ability to provide desktop support to the division of Administration and Finance.
- Ability to write technical documentation, implementation plans, and end-user procedures.
- Ability to install and optimize network access clients, DHCP services, and interface adapters.
- Ability to install and configure email clients, Internet Browsers, and productivity software.
- Knowledge of TCP/IP protocols.
- Maintains professional appearance and demeanor.
- Ability to communicate with an ethnically and culturally diverse campus community.
- Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures.
- Ability to contribute to a positive university experience for each and every student and assist in achieving the university's commitment to a "vision of excellence."
- A valid CA Driver's License required to driver University's electric cart.
Responsibilities
- Configure and deploy desktop PCs and software to end users
- Provide systems support for network resources.
- Maintain library of documentation and inventory of assets.
- Test and evaluate desktop and software.
- Communicate clearly and effectively, with technical and non-technical individuals within a culturally diverse campus environment.
- Maintain a professional demeanor.
- Maintain IT professional standards of anonymity for data that resides on campus servers and computer systems.
- Maintain confidentiality of all information.
- Attend and participate in departmental and team meetings.
- Perform other duties as assigned to meet the needs and objectives of the department and/or division.
Benefits
- Up to 24 vacation days per year (based on employee group and/or length of service)
- 14 paid holidays
- 12 sick days annually with unlimited accrual.
- A variety of medical, dental, and vision plans.
- Participation in the CalPERS defined benefit plan
- Voluntary savings options such as 403(b), 401(k), and 457 plans.
- Tuition fee waiver programs for eligible employees; dependent eligibility varies by employee group and bargaining unit.
- Confidential counseling and support services for employees and their families.
- Wellness programs
- Professional development opportunities
- Insurance options including life, disability, and pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
