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TEMPORARY EMPLOYMENT SERVICES (TES) BUS TCHL SUPP ANL 2

University of California, Davis · Davis, CA · 3 days ago
OTHR$35.26/hrFull-time

Job Summary

Temporary Employment Services (TES) is seeking a Business Technical Support Analyst 2 to support the UC Davis Letters & Science Information Technology Services department. This position provides advanced technical consultation, troubleshooting, end-user support, training, documentation development, and lead direction to student desktop support analysts supporting teaching, research, and administrative computing environments.

Key Responsibilities

  • 50% – Advanced Consultation and Troubleshooting / Problem Solving

    • Provide Tier 2 advanced consultation and support, both in person and remotely, for issues escalated from Service Desk Tier 1
    • Troubleshoot hardware, software, networking, operating systems, and peripheral devices used in research, teaching, and administrative environments
    • Analyze, recommend, install, configure, maintain, and evaluate computing systems and technologies
    • Develop and conduct testing of hardware and software solutions and report findings and recommendations
    • Build and maintain positive customer relationships while proactively addressing concerns and ensuring customer satisfaction

  • 30% – Training and Instruction

    • Develop and deliver effective technical training and documentation using written, verbal, and online/video formats
    • Provide instruction to faculty, staff, student employees, and technical support personnel regarding supported technologies and best practices
    • Evaluate technical competencies and provide recommendations to supervisors and managers
    • Ensure student employees maintain required technical knowledge and competencies

  • 20% – Lead Direction of Student Desktop Support Analysts

    • Provide lead direction to up to 25 student desktop support analysts
    • Participate in recruitment, onboarding, and training of student employees
    • Establish and maintain work schedules and assignments
    • Monitor quality of work and ensure adherence to department standards, policies, and procedures
    • Provide coaching, performance feedback, and periodic performance evaluations

Minimum Qualifications

  • Training or experience providing advanced technical support and consulting services (e.g., troubleshooting and problem solving for computers, network printers, software, network and related computer systems, and handheld and peripheral devices) to clients via telephone, email, online chat, and in person
  • Training or experience providing advanced technical support for Microsoft Windows, Apple macOS, and Linux client operating systems, and common office applications including Microsoft Office and Adobe Creative Cloud
  • Training or experience managing incidents and requests through IT Service Management (ITSM) ticketing systems and associated methodologies for knowledge capture and reuse
  • Training or experience configuring and troubleshooting networking protocols and services such as DHCP, DNS, TCP/IP, VPN clients, switches, and firewalls
  • Training or experience with scripting and automation technologies such as GNU Bash, Windows PowerShell, Python, Perl, or similar scripting languages
  • Training or experience securing and maintaining systems in accordance with common IT security frameworks such as UC IS-3, CIS Benchmarks, NIST, and ISO standards
  • Demonstrated written and verbal communication skills sufficient to explain technical concepts to non-technical users and develop training and documentation materials

Preferred Qualifications

  • Experience supporting research and statistical software including MATLAB, SPSS, SAS, and Stata
  • Experience administering Linux operating systems using scripting and management tools for servers and end-user workstations
  • Experience supporting interoperability between Linux, Windows, and macOS environments
  • Experience using the HCL BigFix endpoint management platform, including content authoring
  • Experience providing lead direction, mentoring, or supervision to student employees or technical support staff

Department Description

Temporary Employment Services provides temporary staffing to UC Davis campus departments and UC Davis Health. Job titles and assignments vary depending upon departmental operational needs.

Position Information

  • Salary: $35.26/hour

  • Payroll Title: Business Technical Support Analyst 2

  • Number of Positions: 1

  • Appointment Type: Limited

  • Percentage of Time: Up to 100%

  • Shift Hours: Monday through Friday

  • Location: UC Davis, Davis Campus Union

  • Representation: Yes

  • Benefits Eligible: Mid-Level

  • Work Location: On-Site

  • Benefits: Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis Health offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals.

Special Requirements

  • This position is a critical position and may be subject to a background check.
  • Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
  • As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time.
  • Federal, state, or local public health directives may impose additional requirements.

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