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Job ID: 126983

Senior Desktop Support Technician (7358U) 27368
University of California, Berkeley


Date Posted Aug. 1, 2019
Title Senior Desktop Support Technician (7358U) 27368
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 Desktop Support Technician (7358U) 27368


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 http://jobs.berkeley.edu/why-berkeley.html.

Application Review Date
The First Review Date for this job is: August 12, 2019.

Departmental Overview
IT Client Services provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of "we are here to help" reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.

Responsibilities
  • Involves providing day-to-day consultation, training, instruction, trouble-shooting, problem-solving to the personal computer user for hardware, software, network and related computer systems and peripheral devices. Insures their operation for individuals and groups of computer users. Installs and configures systems; recommends hardware and software acquisitions and upgrades. Is a true Customer Service Professional.
  • Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support, insuring referral to appropriate level of services.
  • Applies customer service/business/technical support concepts to perform Tier 1/2/3 technical support.
  • Applies business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact.
  • Is a customer support advocate, provides bridge between customer needs and highly technical support groups (ex: enterprise applications, telecom, network), other IST service providers, and third-party vendors.
  • Manages IT projects, may function as a lead within the department.
  • Analyzes and prepares various levels of internal and external facing documentation used by users and campus-wide.
  • Configures and customizes complex applications based on user needs.
  • Understands marketplace, trends (locally and in technology in general) relative to user needs to direct campus purchasing decisions.
  • Provides strategic input to system redesign or development efforts based on user needs.
  • Develops or escalates training as needed based on consultation with users and understanding of technology, including FAQs, knowledge-based entries, and job aids to assist users electronically.


Required Qualifications
  • Bachelors degree in related area and/or equivalent experience/training
  • Requires thorough knowledge of desktop and business/technical support systems.
  • Applies required skills and abilities necessary to complete the most technical business/technical support functions.
  • Requires knowledge of other areas of IT.
  • Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization.
  • Has extensive understanding of unit's business processes to provide back up to support staff of unit.


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

http://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

How to Apply
Please submit your cover letter and resume as a single attachment when applying.

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

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: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct

To apply, visit https://jobsprod.is.berkeley.edu/psp/jobsprod/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_JOB_DTL&Action=A&JobOpeningId=27368&SiteId=1&PostingSeq=1
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Contact Information

 
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