Network Field Services Technician (1 of 2)

Job Description UCSF Network Field Services is responsible for providing physical layers one and two of the OSI model assistance for the University’s IT ecosystem on network-related tasks. This includes onsite field assistance for requests, troubleshooting, logistics, installation, maintenance, and lifecycle management of network equipment, software, single‑phase uninterruptible power supplies (UPS), and intermediate distribution frames (IDF) facilities for the university’s enterprise wired and wireless networks. The field team is available round‑the‑clock, 24/7/365, to respond to network service disruptions in the university’s internal and affiliate buildings, facilities, and remote sites. Field Technical staff will facilitate customer training when necessary. The Network Field Services Technician will positively impact UCSF’s operations and culture by ensuring the IT infrastructure is operable, secure, efficient, and effective in service of the university’s academic, medical, and research mission. This role will execute UCSF’s vision while modeling UCSF’s culture and values. This role involves the operation of the University’s communications network, including telecommunications, as well as planning, designing, developing, installing, and maintaining communications network systems for the University. Department Overview University of California, San Francisco (UCSF) is a leading academic healthcare organization, home to groundbreaking discoveries, world‑class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, ensuring technical services that enable the academic, medical, and research missions of the organization. Beyond maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. Responsibilities Field Operations Provides timely technical service and customer support during field visits and dispatches. Meets with customers to determine the nature of the service request or repair and ensures swift response to customer inquiries. Diagnoses issues or technical problems and determines proper solutions. Inspects and troubleshoots equipment failures. Provides on‑site access area access, repairs, installs, preventive maintenance, and tests of network equipment to ensure optimal performance and longevity. Maintains accurate documentation of service calls, repairs, and manages an up‑to‑date equipment inventory. Contributes to the development and upkeep of network field team processes and knowledgebase documentation. Contributing in UCSF Disaster Recovery processes and procedures. Performs complex analysis and takes a lead role in the design, specification and installation of distribution and access electronics. Evaluates and tests new or enhanced electronics and services. Provides expert advice to users/units on communication needs. Problem Solving Works closely with UCSF’s Network Services, IS, and IT leadership to identify, implement, and support cost‑effective, leading solutions for systemwide network infrastructure. Diagnoses faults or technical issues and finds proper solutions. Troubleshoots and resolves technical issues on‑site. Works with customers to understand the problem and identify the root causes of network issues. Recommends solutions, analyzes network data and statistics to proactively and reactively resolve network issues. Customer Service Delivers the service and customer assistance during field visits as per the client’s requirements. Manages all onsite fitting, patch‑up, maintenance, and test cases. Provides on‑site customer support, installation, programming, maintenance, and repairs to a wide range of telecom systems, including equipment, wiring, and other related computers or devices. Communicates effectively and delivers messages in a clear and concise manner. Continuous Improvement Keeps up to date with emerging communications and field operations technologies, industry trends, and best practices. Seeks to implement best practices. Maintains network asset location hygiene, including IDF, workspace, and other common network areas. Project Planning and Management Produces detailed service reports for field visits. Follows organizational processes, procedures, and protocol. Coordinates all phases of multiple, complex network projects: planning, design, procurement, implementation, and documentation. Consults with other units on new or retrofit building projects and to provide advice and guidance on communications infrastructure. Communications and Training Communicates with and comprehends customer needs and makes suitable suggestions. Builds confident relationships with customers and adheres to better work protocol. Assists in customer notification and communication related to network activities. Provides technical training on new equipment installations. Works collaboratively as a member of Network Services team in a cross‑functional environment to meet goals on a defined schedule. Collaborates with other departments, customers, and vendors. Other Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF’s campus. Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of the work. Maintains current knowledge of UCSF policy and procedures; applies University policy and departmental procedures fairly and consistently for assigned area and team members supervised. Complies with UCSF and departmental policies and procedures regarding privacy, authorized use of UCSF resources, and security of systems and data. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time. Participates in on‑call duties and works some evenings, weekends, and holidays as required in support of projects and infrastructure operation and can be available 24/7 for emergencies involving technical problems. Adheres to UCSF values embodied in acronym PRIDE (Professionalism, Respect, Integrity, Diversity, Excellence). Qualifications Required Qualifications Bachelor’s Degree or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc. Valid California driver’s license and completion of UCSF transportation course for logistic purposes; maintains good driver standing. One year of experience in network services, field services, information technology, or network operations (three years preferred). Experience in a technical support role, preferably in a field operations capacity. Ability to diagnose and solve problems from non‑technical descriptions provided by clients; reads and applies information presented in service manuals, blueprints, and schematic diagrams. Technical knowledge of computer hardware and software systems, including operating systems, productivity software, and other applications. Familiarity with network hardware platforms, network protocols and software, and connectivity issues. Manages inventory of network hardware and software. Thorough knowledge of professional communications and network concepts to resolve issues using established parameters, creativity, and independent judgment; escalates as necessary. Strong analytical and problem‑solving skills, with the ability to identify and resolve complex network issues. Strong written and verbal communication skills. Communicates ideas clearly to technical and non‑technical personnel at various levels in the organization. Ability to develop positive working relationships and a strong rapport with team members and stakeholders. Maintains records of work done, problems encountered, and solutions implemented for future troubleshooting and knowledge base for other technicians. Strong organizational skills; prioritizes project needs. Experience working in a project‑based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. Strong problem‑solving skills; asks questions, gathers information, evaluates options, and makes decisions with integrity. Ability to think creatively and work independently and with agility in a fast‑paced environment, including responding to network emergencies. Ability to learn effectively and meet deadlines. Adheres to all UCSF protocols for entering all patient care locations such as operating rooms, Emergency Department, and other clinical areas. Preferred Qualifications Bachelor’s Degree in one or more of the following fields: computer science, engineering, computer information systems, etc. Certifications: Cisco Certified Technician (CCT), Information Technology Infrastructure Library (ITIL), CompTIA Network+. About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate‑level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10‑campus UC system dedicated exclusively to the health sciences. UCSF brings together the world’s leading experts in nearly every area of health. It is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Salary Information The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: #J-18808-Ljbffr UCSF Health