Desktop Support Analyst

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.

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.

About the role

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.

Responsibilities

• Apply thorough knowledge of desktop and business/technical support systems.
• Complete the most technical business/technical support functions.
• Demonstrate skill at project management processes.
• Construct and execute test plans for hardware and software.
• Conduct hardware and software tests, analyze test results, and produce reports of conclusions and recommendations.
• Utilize extensive experience in networking protocols such as DHCP, TCP/IP, etc.
• Interact with both technical and non-technical personnel at various levels in the organization.
• Provide technical training to users at various levels of skill.
• Develop and administer formal technical training to users at a variety of levels.
• Elicit and communicate technical and non-technical information in a clear and concise manner.
• Apply in-depth understanding of divisional or institutional business processes to provide the highest level of support.
• Provide technical and administrative work direction.
• Use and apply knowledge of complex scripting languages.
• Configure and customize moderately complex software.
• Create technical documentation for complex processes and applications.
• Apply in-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Utilize broad knowledge of IT-related products and services and general knowledge of other areas of IT.
• Configure, troubleshoot, and support end-user client systems including desktop, laptop, and mobile computing devices.
• Apply working knowledge of enterprise system functions, dependencies, and interactions to troubleshoot.
• Apply thorough knowledge of unit's business processes and working knowledge of organization computer requirements, recommendations, and policies including security standards.
• Demonstrate problem-solving skills and working knowledge of desktop and business/technical support systems.
• Demonstrate judgment to delegate/escalate issues appropriately.
• Adhere to OIT’s cultural values: Collaboration, Respect, Trust, Transparency, Quality, Inclusiveness, Customer Centricity, and Learning and Growth.
• Set up and troubleshoot Virtual Desktop Machines using VMware.
• Order and manage hardware requests.
• Apply extensive experience in use and knowledge of Mac and Windows Operating Systems.

Requirements

• Bachelor's degree in a related area and/or equivalent experience/training.
• 3-5 years of experience in desktop support.
• Valid driver's license, driving record in accordance with local policies/procedures, and/or enrollment in the California Employer Pull Notice Program.
• May require on-call support after hours or on weekends.

Preferred Qualifications

• Dell/Apple certified.
• CompTIA A+, ITIL, or other relevant IT Support certifications.

Benefits

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.

Pay

The expected pay range for this recruitment is $85,407.35 - $98,091.66 (Annual).

Conditions of Employment

• Background Check and Live Scan.
• Employment Misconduct disclosure requirement.
• Legal Right to work in the United States.
• Compliance with Vaccination Policies.
• Adherence to Smoking and Tobacco Policy.
• Drug-Free Environment.
• Additional conditions may apply, including California Child Abuse and Neglect Reporting Act, E-Verify, and Pre-Placement Health Evaluation.