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Team Leader - Helpdesk Analyst (7358C), Berkeley Law - 59225

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

UC Berkeley School of Law is one of the nation's great centers for legal education, ever exploring and pushing new intellectual boundaries while tackling urgent, real-world issues. Berkeley Law is also known for its vibrant and engaged community of students and scholars who are committed to providing leadership and making a difference on problems of local, national, and global import.

The Berkeley Law Information Systems & Technology (IS&T) department provides computing support for law school students, faculty, and staff, as well as support for phone and voice systems.

The position will serve as a mentor and team leader to staff members in the Helpdesk Unit of the IT&S Department. The Helpdesk Analyst (Business/Tech Support Analyst 3) provides day-to-day consultation, escalated support for more complex issues, training and troubleshooting to the personal computer (including laptop) user for hardware, software, network and related computer systems and peripheral devices; ensures their operation for individuals and groups of computer users; installs and configures systems; recommends hardware and software acquisitions and upgrades and implements IT projects as assigned.

Application Review Date

The First Review Date for this job is: September 29, 2023

Responsibilities

Work Leadership:

• Serves as a mentor and team leader to staff members in the Helpdesk Unit of the IT&S Department.
• Distributes work to all employees of the Helpdesk Unit according to directions from supervisor and follows established practice in distributing work
• Develops and implements new practices and procedures for assigning and managing work of the desktop support team as advised by their supervisor
• Provides internal technical support to helpdesk team members. Assists team in resolving escalated customer issues.

User Support and Consulting:

• Applies professional business/technical support concepts to provide workstation support, consultation, and training clients based on established departmental and IT guidelines.
• Identifies, documents, and reports network connectivity issues.
• Analyzes, documents, and diagnoses hardware and software issues.
• Gives feedback on replacements and upgrades when necessary.
• Coordinates with vendors for warranty repairs.
• Updates equipment inventory records.
• Properly escalates issues according to departmental process and supervisorial guidance.
• Provides troubleshooting and support for internal systems as assigned by management.
• Performs user testing and quality assurance on systems and software.
• Creates and oversees creation of complex technical documentation.
• Provides troubleshooting and support for information security incidents and projects in alignment with campus and departmental policies and best practices
• Provides escalated, ongoing customer service to a wide swath of VIP users through multiple communication methods to resolve Tier 2 and Tier 3 support issues.
• Applies business/technical support concepts to perform Tier 3 (highest-level) technical support.
• May provide server administration support to clients perform systems administration duties if needed in coordination with the systems teams.
• Provides system and business analysis within the law IT team and to the greater law community to improve technical and customer services and implement campus policies.
• Implements and manages IT projects as assigned.
• Engages in professional development and training opportunities as needed.
• Performs additional duties within the scope of this classification as assigned.

Required Qualifications

• Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
• Experience conducting escalated, broad technical support including 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.
• Advanced knowledge developing and managing enterprise deployment of Windows 10, Microsoft Office, OS X, Adobe and other productivity products in an enterprise, networked environment
• Experience in use and knowledge of complex scripting languages.
• Demonstrated ability to configure and customize moderately complex software.
• Advanced knowledge of Google for Education and Microsoft Office 365
• 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.
• Experience developing and administering formal technical training to users at a variety of levels. Advanced skill at creating technical documentation for complex processes and applications.
• Problem solving skills in a complex, multi-eco system environment with an emphasis on teamwork, delegation, and escalation with an ability to provide technical and administrative work direction.
• In-depth understanding of decentralized divisional and institutional business processes to provide the highest level of support.
• Demonstrated written and verbal skills.
• Strong attention to detail.
• Strong organizational and projection management skills.
• Ability to develop, schedule and execute on multiple, simultaneous projects and deadlines
• Demonstrated judgment to delegate / escalate issues appropriately.
• Proven ability to exercise discretion at all times
• Experience at providing technical and administrative work direction.
• Ability to lift 50 pounds.
• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
• Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging (DEIB), and ability to apply and integrate core concepts of DEIB into everyday practice.
• Must be committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included.
• Must demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community.
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• Bachelor's degree in related area and / or equivalent experience / training.

Preferred Qualifications

• Familiarity of UC Berkeley campus computing standards, recommendations and policies, including security standards.
• Advanced knowledge of help desk ticketing systems (i.e. Footprints, ServiceNow, Zendesk).

Licenses/Certifications:

• GSuite Administration.
• Microsoft Office 365.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary that the University reasonably expects to pay for this position is $102,308.98 (Step 9.0) - $107,498.69 (Step 10.0).

• This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is exempt and paid monthly.

How to Apply

To apply, please submit your resume and cover letter.

Other Information

This position is governed by the terms and conditions in the agreement for the Technical Unit (TX) between the University of California and the University Professional and Technical Employees (UPTE). The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/tx/index.html

This position is not eligible for visa sponsorship.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=59225&PostingSeq=1