Network Field Services Technician - Health

About the Role

UCSF Network Field Services is accountable for providing physical layers one and two of the OSI model assistance for the University’s IT ecosystem on network-related tasks. This includes onsite field assistance for requests, troubleshooting, logistics, installation, maintenance, and lifecycle management of network equipment, software, single-phase uninterruptible power supplies (UPS), and intermediate distribution frames (IDF) facilities for the university’s enterprise wired and wireless networks.

The Field team is available 24/7/365 to respond to network service disruptions in the university’s internal as well as affiliate buildings, facilities, and remote sites. The Network Field Services Technician will facilitate customer training when necessary and ensure UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the university’s academic, medical, and research mission.

This role involves the operation of the University's communications network, including telecommunications, as well as planning, designing, developing, installing, and maintaining communications network systems for the University.

Department Overview

University of California, San Francisco (UCSF) is a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, ensuring the technical services that enable the academic, medical, and research missions of the organization. The Network Services team within Infrastructure Services manages, maintains, and develops UCSF’s network infrastructure, ensuring reliable technical accessibility for individuals engaged in vital medical and health research work.

Their core responsibilities include providing secure internet and network services, managing IT services, maintaining data systems, supporting end-users, managing system updates, repairs, and connectivity issues, troubleshooting network issues, optimizing performance, and implementing protocols. They also oversee software and hardware updates, data storage, disaster recovery, and network resilience, while providing specialized technical support to employees involved in medical and health research.

Responsibilities

• Provide onsite field assistance for network-related requests, troubleshooting, logistics, installation, maintenance, and lifecycle management of network equipment, software, UPS, and IDF facilities.
• Respond to network service disruptions 24/7/365 in university buildings, facilities, and remote sites.
• Diagnose and solve problems from non-technical descriptions provided by clients.
• Read, understand, and apply information from service manuals, blueprints, and schematic diagrams.
• Manage inventory of network hardware and software.
• Resolve network issues using established parameters, creativity, and independent judgment, escalating as necessary.
• Maintain records of work done, problems encountered, and solutions implemented for future troubleshooting and knowledge sharing.
• Facilitate customer training when necessary.
• Adhere to UCSF protocols for entering patient care locations such as operating rooms, Emergency Department, and other clinical areas.
• Work in a project-based environment using leading project management practices, including schedule management, status reporting, and communication of project risks and issues.

Requirements

• Bachelor’s Degree or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc.
• Minimum 1 year of experience working in one or more of the following fields: network services, field services, information technology, or network operations. 3 years preferred.
• Experience in a technical support role, preferably in a field operations capacity.
• Valid California driver’s license, completion of UCSF transportation course for logistic purposes, and ability to maintain good driver standing.
• Technical knowledge of computer hardware and software systems, including operating systems, productivity software, and other applications.
• Familiarity with network hardware platforms, network protocols and software, and connectivity issues.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex network issues.
• Strong written and verbal communication skills; ability to communicate ideas clearly to technical and non-technical personnel at various levels in the organization.
• Ability to develop positive working relationships and a strong rapport with team members and stakeholders.
• Strong organizational skills and ability to prioritize project needs.
• Ability to think creatively and work independently in a fast-paced environment, including responding to network emergencies.
• Ability to learn effectively and meet deadlines.

Preferred Qualifications

• Bachelor’s Degree in one or more of the following fields: computer science, engineering, computer information systems, etc.
• Certifications such as Cisco Certified Technician (CCT), Information Technology Infrastructure Library (ITIL), or CompTIA Network+.

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. UCSF brings together the world’s leading experts in nearly every area of health and is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.

UCSF is committed to equity—both in how we deliver care and in our workforce. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity, and excellence (PRIDE values).