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Job ID: 131804

Senior Service Desk Analyst (7358U) 2162 - 2162
University of California, Berkeley

Date Posted Oct. 18, 2019
Title Senior Service Desk Analyst (7358U) 2162 - 2162
University University of California, Berkeley
Berkeley, CA, United States
Department N/A
Application Deadline Open until filled
Position Start Date Available immediately
  • Professional Staff
  • Information Technology

Senior Service Desk Analyst (7358U) 2162 - 2162

About Berkeley

The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.

Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at

Application Review Date

The First Review Date for this job is: October 30, 2019.

Departmental Overview

The Office of the Chief Information Officer (OCIO) includes nine departments and functions that directly report to the Associate Vice Chancellor for Information Technology and Chief Information Officer (AVC-IT & CIO). These reporting units include more than 330 staff and 30 student employees. The AVC-IT & CIO directly manages an operating budget of approximately $55 million which includes about $35 million of recharge revenue, and $1-2 million in grants and contracts. View the OCIO organizational chart.

The AVC-IT & CIO is responsible for the strategic oversight of campus-wide information technology (IT). A member of the Chancellor's Cabinet, and reporting dually to the Executive Vice Chancellor & Provost (EVCP)(link is external) and the Vice Chancellor for Administration (VCA)(link is external), the AVC-IT & CIO leads the campus-wide IT strategic planning effort. The AVC-IT & CIO chairs the campus Information Technology Leadership Group (ITLG) which includes both solid and dotted line reporting relationships. This role involves sponsoring IT committees and collaborating with IT service units across campus in support of UC Berkeley's mission of instruction, research, and public service.

  • Applies professional business/technical support concepts to provide phone, email or remote workstation support to clients; plan and implement hardware and software upgrades; trouble shoot and resolve network connectivity issues.
  • Perform Technical Documentation keeping them up to date (internal and external), to include accurate details within each ticket on work performed.
  • Analyzes diagnoses and recommends hardware repairs, replacements. Manages equipment, diagnostic tools and technician access.
  • Supports enterprise/campus-wide systems and analyzes system dependencies to resolve computing problems.
  • Provides systems analysis support to clients; analyze and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals).
  • Installs, configures and maintains computing tools, provides preventative maintenance and upgrades. Supports employee separation process.
  • Provides troubleshooting and campus-wide support to enterprise systems. Tests systems and updates internal documentation.
  • Keeps up to date with developments in the computing field by reading journals and technical magazines, contacting colleagues and attending conferences and seminars.

Required Qualifications
  • Bachelor's degree in related area and/or equivalent experience/training
  • Requires strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization (students, staff and faculty). Customer-oriented and cool-tempered.
  • Excellent communications skills. Both verbal and written.
  • Experience troubleshooting desktop and business/technical support systems.
  • Working knowledge of enterprise system dependencies and ability to use this information to troubleshoot.
  • Working knowledge of vendor products and services for procurement and provisioning of desktops, laptops, smart phones, tablets and Multifunction printers.
  • Requires knowledge of other IT areas like network, security, business applications,
  • Working knowledge of troubleshooting playbooks and standard processes to meet Service Level Agreements
  • Working knowledge of higher education computer requirements, recommendations and policies, including security standards.
  • Demonstrates judgment to delegate/escalate issues appropriately.

Salary & Benefits

For information on the comprehensive benefits package offered by the University visit:

Other Information

The Office of the CIO and Information Services & Technology (OCIO/IST) believe in and foster a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.

In addition, members of the OCIO/IST community have created and endorse the following values for our organization to augment and amplify the campus principles:
  • We champion diversity.
  • We act with integrity.
  • We deliver.
  • We innovate.

Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.

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 see:
For the complete University of California nondiscrimination and affirmative action policy see:

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