Desktop Support Technician

Overview The Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service with hardware and software installation, diagnosis and repair. The incumbent should be customer service focused with strong attention to detail, analytical and organizational skills, and excellent written and verbal communications. The technician will work to support the campus community in a tactful, patient and courteous manner and will collaborate with colleagues in a higher education environment. This position will also act as the technical interface between Information Technology Solutions (ITS) and vendors for various hardware and software issues for campus stakeholders. The technician must apply both business and technical expertise on moderately complex aspects of technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, smart temps, timekeeping hardware, and any new initiatives/projects that are implemented. The position will work with stakeholders (students, staff, faculty) and with other ITS divisions to coordinate efforts and advocate for customers on technical issues and projects. The incumbent must be a self-starter, exercise good judgement in selecting methods to obtain timely solutions, and be able to work with some independence while collaborating with other units across campus as needed. The technician will document system requirements, define project scopes, participate in project implementation, evaluate user needs, and define technical problems to help determine solutions. The role includes efficiently managing the specification, installation, deployments and maintenance of computer hardware and software in both managed and unmanaged environments. The position also requires monitoring and triaging call and ticket queues to ensure customer calls and tickets are addressed promptly to adhere to ITS Service Level Agreements (SLA). The positions are classified as on-site. Responsibilities Provide high-level technical support to students, staff and faculty, including hardware and software installation, diagnosis and repair. Serve as the technical liaison between ITS and vendors for hardware and software issues. Document system requirements and define scopes of projects; participate in implementation and evaluation of user needs to determine solutions. Manage specification, installation, deployments and ongoing maintenance of computer hardware and software in both managed and unmanaged environments. Monitor and triage call and ticket queues to ensure timely resolution in alignment with ITS SLA. Collaborate with stakeholders and other ITS divisions to coordinate efforts and advocate for customer needs on technical issues and projects. Work as a self-starter with independent work ability while collaborating with campus units as needed. Qualifications Experience in desktop service with hardware and software installation, diagnosis and repair. Strong written and verbal communication skills and excellent customer service orientation. Ability to work with the campus community in a tactful, patient and courteous manner; strong interpersonal skills. Ability to work with colleagues in a higher education environment. Demonstrated ability to document requirements, define scopes of projects, and assist in project implementation and evaluation of user needs. Familiarity with business applications, desktop hardware, point-of-sale, digital signage, smart temps, and timekeeping hardware; willingness to engage in new initiatives/projects. Self-starter with good judgement, able to work with some independence and collaborate with multiple units across campus. Current work authorization to accept a UCR staff position; (no visa sponsorship available). Willingness to comply with applicable University policies and collective bargaining agreements; awareness of federal, state, or local directives as required. Additional Information The full salary range for the Desktop Support Technician is $32.00 - $48.72 per hour. The pay scale for this position is up to $32.81 per hour. Salary offers are based on education, licensure and certifications, experience, and other organizational needs. On-site position. Applicants must have current work authorization to accept a University staff position. University does not sponsor employment Visas for staff. #J-18808-Ljbffr University of California - Riverside