At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.
The Division of Student Affairs advances the learning and personal growth of students by providing leadership, services, and opportunities that enable students to succeed in and contribute to a diverse and global society. Student Affairs Information Technologies (SAIT), a department within the Division, provides and supports the technology and computing services for the Division. SAIT supports many of the services provided to students, the Division of Student Affairs, and the university community.
SAIT consists of 30+ full-time career staff and over 70+student part-time staff. The department is organized into six teams: Student Technologies, Portfolio and Project Management, Application Development, Systems, Operations, and Information Security.
Student Technologies are provided through unique student leadership model in which technical services are delivered by students, for students, in close collaboration with career staff managers. Student Technologies provides IT services to students campus-wide. These services includes support for students' personally owned devices, network and cable TV support in the campus residence halls, information security awareness and education, management of residential academic computing centers, Student Technology Council advising, and strategic leadership on campus-wide student initiatives.
This position provides day-to-day consultation, staff leadership and management, training, instruction, trouble-shooting, problem-solving to the personal computer (including laptop) user for hardware, software, network and related computer systems and peripheral devices. Insures their operation for individuals and groups of computer users. Installs and configures systems; recommends hardware and software acquisitions and upgrades.
Provides assistance and direction for complex desktop or network related problems that are escalated by business/technical support staff.
Assigns tasks, checks work and maintains schedules.
Monitors service level agreements with customers and ensures that customer requirements are met.
Supervises portions of projects related to business/technical support issues such as coordinating a team to upgrade systems on multiple desktops or clients.
Gathers, analyzes, reviews, categorizes and oversees ticket assignments for subordinate technical support, insuring referral to appropriate level of services.
Manages the campus-wide technical student helpdesk support program, including the frontline support for students by students, computing labs, and related program activities.
In demanding periods for students and otherwise as needed, this position must step in and provide direct customer service through the helpdesk, handling escalated support issues and being able to respond herself/himself to technical customer support issues.
Coordinates technical support program for summer conferences, summer school students, and pre-entry programs.
Participates in developing educational campaigns and the materials to support them in the areas of personal use of computers and other networked devices, information security, and copyright issues.
Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources and space planning.
Participates in the development and monitoring of policies and procedures for department or department operations. Recommends changes in policies and procedures to improve efficiency and enhance effectiveness of functional area.
Interacts with peer managers in IT and other areas of the organization. Maintains a positive relationship with other departments and personnel that will assist in the development, funding, promotion, and/or public relations of the Division of Student Affairs and SAIT. Supports the success and objectives of SAIT.
Identifies and selects training opportunities for professional development. Participates in cross-functional group discussions, activities and other training efforts.
Adheres to University and departmental policies, procedures, and professional practices as well as city, state, and federal laws. Also responsible for adherence to UC Berkeley's Data Classification Standard, Minimum Security Standards for Networked Devices and Minimum Security Standards for Electronic Information.
Other duties as assigned.
Bachelors degree in related area and/or equivalent experience/training
Has working knowledge of business/technical support function.
Has knowledge of related principles and concepts to provide solutions to more complex and diverse desktop support-related issues.
Must have effective interpersonal and management skills.
Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
Position requires strong analytical skills.
ITIL V3 Foundations training and certification
Salary & Benefits
For information on the comprehensive benefits package offered by the University visit:
Please submit your cover letter and resume as a single attachment when applying.
This is a limited full-time 3-month position, with the possibility of extension.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.