Full-Time; Limited Temporary Starting Salary Range: $25.46-$30.63/hourly. Salary commensurate with qualifications and experience.
UC Santa Cruz strives to embrace diversity in all its forms; it strives to be an inclusive community that fosters an open, enlightened & productive environment.
The Information Technology Services (ITS) Support Center is the single point of contact for all IT-related service requests, incident reports, and information requests at UCSC. The primary functions of the Support Center Coordinator are to answer phone calls and respond to tickets submitted online and via email, and to diagnose problems by asking accurate, concise questions in a professional and friendly manner. The Support Center Coordinator needs to accurately identify, prioritize, assign and resolve service requests within established service levels. Typical requests focus on MFA, cloud-based email and calendar issues, and network connections including wired, wireless, and VPN. The Support Center Coordinator also manages crisis escalation and transfers tickets to other support groups as appropriate, and assists with projects as needed. The Support Center Coordinator must set customer expectations based on SLAs while consistently providing exceptional customer service.
Two (2) positions available.
Information Technology Services is the campus innovation nexus that supports and amplifies the value of research, teaching, learning and digital experiences at UCSC. Our guiding principles are integrity, client focus, teamwork, knowledge, fulfillment.
We are a group of enthusiastic people who produce extraordinary results. We are looking for people who are deeply curious, hard-working, ambitious and kind.
We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality, experience and value to our constituents. We care deeply about developing a high performing organization through recruiting and developing highly talented and diverse staff. We invest in career paths and career development, devoting a significant amount of resources to skill and career development for our staff.
ITS promotes two areas for skill growth: 1. Developing generalizing specialists by focusing on technical depth and breadth. 2. Growing service and product expertise.
This position requires passing a pre-employment criminal history background check. Selected candidates cannot begin work until passing their background check. Please note: Time required to complete this process may vary and can be lengthy.
Overall - Strong customer-service orientation.
- Experience with Multi-factor authentication.
- Ability to identify, research and resolve technical problems, and provide support to end-users on a variety of technical application, system and OS issues.
- Prior experience using a service desk ticketing system.
Technical Skills - Recent experience troubleshooting and supporting MFA.
- Recent experience using and troubleshooting standard business productivity software and current Windows and Mac operating systems.
- Experience with password resets, client authentication and authorization systems.
Professionalism - Ability to work independently and as part of a team providing timely, high quality customer-focused services to members of the campus community.
- Ability to work in an extremely busy environment with frequent interruptions, and still be able to prioritize and resolve conflicting user requests.
Position is open until filled. Initial Review Date: 05-21-2019
To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site @https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.
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