IT Desktop Field Services Technician

UCSF•San Francisco, CA

1d•$78,811 - $135,013•Onsite

About The Position

This mid-level support position focuses on problem resolution and providing technical recommendations for complex issues within the IT Desktop Field Services team. The role involves advanced consultation, training, instruction, and troubleshooting for hardware, software, networks, and related computer systems, handhelds, and peripherals. The technician will analyze, recommend, install, configure, and evaluate systems and tools, develop and conduct hardware/software tests, and create technical documentation. Responsibilities include assessing needs for hardware/software acquisitions and upgrades, participating in system administration using tools like Microsoft ADUC, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). The incumbent must maintain secure and confidential information, adhere to IT technical policies, and resolve technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Software support and user training on various applications and devices are also key. The role requires detailed documentation of requests and resolutions in the help desk ticketing system, tracking hours, and providing customer status updates. A high level of customer service is expected in all operations, with support provided via phone, remote access, and onsite visits. The position requires sound judgment, prioritization skills, and flexibility with scheduling, including willingness to work nights and weekends to support a 7x24 environment and participate in on-call rotations.

Requirements

Mid-level support experience for problem resolution.
Ability to provide technical recommendations for complex problems.
Familiarity with specific IT technical policies.
Familiarity with Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
Ability to maintain secure and confidential information.
High level of customer service skills.
Ability to balance technical knowledge with customer service objectives.
Sound judgment and prioritization skills.
Flexibility with scheduling.
Willingness to work nights and weekends.
Ability to support a 7x24 environment.
Willingness to participate in weekend and after-hours on-call rotation.

Responsibilities

Provide day-to-day advanced consultation, training, instruction, and troubleshooting/problem-solving for technical staff and end users regarding hardware, software, network, and related computer systems, handhelds, and peripheral devices.
Analyze, recommend, install, configure, and evaluate systems and tools for internal and end-user use.
Develop and conduct tests of hardware and software, reporting on configurations and behavior.
Develop and provide technical documentation and training.
Assess needs and recommend hardware and software acquisitions and upgrades.
Participate in system administration with tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
Resolve technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
Provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers.
Document in detail the request and incident resolution, track hours worked in the help desk ticketing system, and provide the customer with status updates.
Provide phone-based, remote, and onsite customer support.
Exercise sound judgment and prioritization and reorganization of customer requests.
Support a 7x24 environment and participate in weekend and after-hours on-call rotation.