IT Desktop Field Service Technician

University of California, San Francisco•San Francisco, CA

29d•Onsite

About The Position

This role provides advanced consultation, training, instruction, and troubleshooting for hardware, software, network, and related computer systems, including handheld and peripheral devices. The technician analyzes, recommends, installs, configures, and evaluates systems, and develops and conducts tests. They also create technical documentation and training, and assess needs for hardware and software acquisitions. This mid-level support position handles problem resolution and provides technical recommendations for complex issues, participating in system administration using tools like Microsoft ADUC, MS System Configuration Manager, and Tivoli Endpoint Manager. The incumbent is responsible for maintaining secure and confidential information, adhering to IT technical policies, and resolving technical issues for desktop computers, laptops, communication devices, printers, and peripherals. They provide software support and user training on various applications and devices, document requests and resolutions in the help desk ticketing system, and provide customer status updates. The role requires balancing technical knowledge with excellent customer service, offering phone-based, remote, and onsite support. The incumbent must exercise sound judgment, prioritize tasks, and be flexible with scheduling, including nights and weekends. They apply professional business/technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity, determining appropriate actions within defined procedures. This position supports a 7x24 environment and includes participation in weekend and after-hours on-call rotation. The University of California, San Francisco (UCSF) is a leading academic healthcare organization. Infrastructure Services (IS) provides the technological backbone, supporting the university's academic, medical, and research missions with 24x7 support, upholding responsiveness and reliability. IS values innovation and excellence in ensuring secure and efficient IT services. The Customer Experience team within IS focuses on positive IT interactions to facilitate UCSF's work. This team includes IT Service Management, Desktop Engineering, Desktop Field Services, and the Service Desk, all aiming for a seamless user experience, swift issue resolution, minimal downtime, and alignment with UCSF's mission.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, 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, 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 unit's business processes.
Working knowledge of organization 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.

Nice To Haves

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.

Responsibilities

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.
Staff rotation to Service Desk or other sites as required.
When at Service Desk Level 1: 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 Level 2: 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.
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.
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.
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.
Create accurate Knowledge Base articles allowing for continuous improvement of the Enterprise Desktop Support & Service Desk programs.