Service Desk Technician (On-site)

About the role

The Service Desk Technician role at the University of California, Merced involves providing front-facing, first-level IT support for the campus community. The position reports to the Service Desk Lead and works in collaboration with a team to deliver exceptional customer service.

Responsibilities

• Provide general in-person, phone, chat, and online IT support for the UC Merced campus community, including students, staff, faculty, affiliates, parents, guests, and vendors.
• Install, set up, configure, and troubleshoot device operating systems and hardware (Windows, Mac, iOS, and Android); various academic, business, and research software; campus printers and servers.
• Manage and update problem and incident tickets, escalating issues to Tier 2 support within OIT and/or work with vendors.
• Perform and manage inventory functions for UC Merced owned equipment.
• Test and maintain internal IT documentation related to basic service support functions.

Qualifications

• A high school diploma and/or equivalent certification/experience/training (required).
• An Associate or Bachelor's Degree in Computer Science or related field (preferred).
• Two years in a technical support role (Help Desk, Desktop Support) (required).
• CompTIA A+ certification (preferred).
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Ability to work effectively within a team environment and independently.
• Demonstrated ability to utilize critical thinking and creativity as well as manuals and online documentation to diagnose and solve problems.
• Working knowledge of common software products such as Microsoft 365.
• Ability to establish and maintain effective working relationships with departmental peers, clients and campus stakeholders.
• Basic understanding and troubleshooting ability for wired and wireless networks. Understanding of the OSI Model is preferred.

Skills

Service Desk Technician requires a combination of technical skills, customer service skills, and the ability to work collaboratively in a team environment. Specific skills include familiarity with Windows, Mac, iOS, and Android operating systems, troubleshooting wired and wireless networks, and managing IT documentation.

Benefits

The University of California, Merced offers a comprehensive benefits package including health insurance, retirement plans, and paid time off. Details can be found on the university’s website.

Pay

The hourly range the University reasonably expects to pay for this position begins at Step 1 rate of $36.31. Salary offers are determined based on final candidate qualifications and experience.

Schedule

This is a career appointment represented by TX and works 100% on campus. The initial applicant review will take place on or around August 10, 2026, and the posting will close upon completion of an offer.