Desktop Support Analyst

Who We Are Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation's top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It's located in one of the world's safest and most economically vibrant communities and is Orange County's second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide. To learn more about UC Irvine, visit The Office of Information Technology (OIT) is responsible for supporting the IT needs of UC Irvine faculty, students, and staff. Our mission is to provide information technology leadership, services, and innovative solutions to promote the research, education, and community service goals of the University. Enterprise Desktop Support provides desktop support services to more than 3,500 clients in administrative units throughout the campus. Your Role on the Team Under the general supervision of the Operations Supervisor, Specialized Desktop Support Services, the Desktop Support Analyst applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues and applications including Office365, Windows, Mac, and OneDrive. Provides desktop and desktop infrastructure support to OIT's Specialized Desktop Support Services team. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses. What It Takes to be Successful Required: Thorough knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Demonstrated skill at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. 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. In-depth understanding of divisional or institutional business processes to provide the highest level of support. Experience at providing technical and administrative work direction. Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. Advanced skill at creating technical documentation for complex processes and applications. In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues. Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. Adhere to OIT's cultural values: Collaboration, Respect, Trust, Transparency, Quality, Inclusiveness, Customer Centricity, and Learning and Growth. VMware experience setting up and troubleshooting Virtual Desktop Machines. Experience in ordering and managing hardware requests. Extensive experience in use and knowledge of Mac and Windows Operating Systems. Bachelor's degree in related area and / or equivalent experience / training. 3-5 yearsof experience in desktop support. Driver's License: Required to hold a valid drivers license, have a driving record that is in accordance with local policies/procedures, and/or enroll in the California Employer Pull Notice Program. Preferred: Dell/Apple certified. CompTIA A+, ITIL, or other relevant IT Support certifications. Special Conditions: May require on call support after hours or on weekends. Total Rewards In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits. The expected pay range for this recruitment is $85,407.35 - $98,091.66 (Annual). Conditions of Employment: The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment: Background Check and Live Scan Employment Misconduct* Legal Right to work in the United States Vaccination Policies Smoking and Tobacco Policy Drug Free Environment *Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements. California Child Abuse and Neglect Reporting Act E-Verify Pre-Placement Health Evaluation Details of each policy may be reviewed by visiting the following page - Closing Statement: 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 categories covered by the UC Anti-Discrimination Policy. We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming. UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at View phone number on click.appcast.io or View email address on click.appcast.io. Consideration for Work Authorization Sponsorship Must be able to provide proof of work authorization