Bear Help Technician

Job ID:
Location: Main Campus - UCR
Schedule: 8AM - 5PM
Category: Information Technology
Salary: $61,784 - $94,064
Full/Part Time: Full-time(100%)
Organization: Info Technology Solutions
Department: Lily Barger
Application Deadline: Open Until Filled

Position Information:
The Bear Help Technician will be part of a team that provides a high level of technical support to students, staff and faculty and have experience in desktop service with hardware and software installation, diagnosis and repair; strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner and have demonstrated ability to work with colleagues in a higher education environment. This position will also be the technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The position must possess and apply both business and technical expertise on moderately complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, smart temps, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work with some independence and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and un-managed environments. Candidate will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA.

This position is funded on soft funds and there is enough funding to support the position for a minimum of one year. Should additional funding become available in the future the position could be extended. This position is classified as on-site.

The full salary range for the Bear Help Technician is $29.59 - $45.05 per hour. However, the pay scale for this position is up to $30.21 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

#CB


Requirements:
Requirements

Educational Requirements

Bachelor's degree in related area and/or equivalent experience/training.

Required

Experience Requirements

Minimum of 2 years of experience.

Required

Experience developing and administering formal technical training to users at a variety of levels.

Required

Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

Required

Experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.

Required

Minimum of 5 years of experience.

Preferred

Certification Requirements
CertificationRequirement

ITIL Foundation

Preferred

HDI Support Analyst

Preferred

Special Conditions
Special

Occasional travel for university related business meetings, conferences and/or professional development.

Required

Must pass a background check.

Required

Travel Outside of Normal Business Hours

Required

Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business.

Preferred

Minimum Requirements

Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

Working knowledge of desktop and business/technical support systems.

Demonstrates problem-solving skills.

Demonstrated judgment to delegate/escalate issues appropriately.

Advanced skill at creating technical documentation for complex processes and applications.

Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.

Effective skills at technical and administrative work direction.

Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.

Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.

Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

Preferred Qualifications

Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Demonstrated skill in providing excellent customer service in a University environment.


Additional Information:
Additional Information In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

• UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
  


• UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
  


• UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
  


• Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
  


• Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
  


• UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.

The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

For information about our generous employee benefits package, visit: Employee Benefits Overview

Job Description Details:
Job Description Details

General Information
BUS TCHL SUPP ANL 2 TX 007359 Lily Barger Matthew Giers

Department Custom Scope
The Bear Help Technician will be part of a team that provides a high level of technical support to students, staff and faculty and have experience in desktop service with hardware and software installation, diagnosis and repair; strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner and have demonstrated ability to work with colleagues in a higher education environment. This position will also be the technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The position must possess and apply both business and technical expertise on moderately complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, smart temps, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work with some independence and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and un-managed environments. Candidate will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA.

Key Responsibilities:
Key Responsibilities DescriptionPercent Time

Tier 1 & 2 Help Desk Support
Provides Tier 1 & Tier 2 computer helpdesk and ServiceNow ticket support to all campus faculty, staff and students. Aims for first call resolution of tickets and phone calls, will be first contact for most of ITS and triage calls to appropriate ITS groups. Will be supporting users on their Windows and Mac computer hardware, software, account and password issues, smartphones and tablets, wired and wireless networking, security and both Office 365 and R'Mail email systems.

40%

Technical Support
Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots, resolves or appropriately triages moderately complex network connectivity issues. May provide server administration support to clients. Consults with users to assess and implement file structure needs and perform data migration. Performs backup server administration. Creates and oversees creation of complex technical documentation. Develops and/or provides training as needed based on consultation with users and understanding of technology including one-on-one and small group training, FAQs, knowledge-based entries organizational-wide and job aids to assist users electronically. Provides internal technical support to more junior staff members. Assist junior staff in resolving customer problems.

30%

Testing, Configuration, Analysis, Recommendations
Tests hardware, software and configurations and analyzes/summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise/organizational-wide systems and analyzes system dependencies to resolve computing problems. Provides systems analysis support to clients. Analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals).

15%

Internal Documentation and System Redesign/Development
Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs.

10%

Endpoint Administration
Utilize campus toolset to administer master OS image, application installation packages, task sequences, driver packages, and boot image and media.

5%


To apply, visit https://jobsportal.ucr.edu/jobs/35117538







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