Description
Job Posting Details
Department Marketing Statement:
There is a reason UC Santa Barbara has been named "Best Place to Work" by our local media for several years. Whether our employees are on our stunning campus or working remotely, they value the flexibility, stability, and rich benefits we offer. Come join us as we support the mission of one of the finest public institutions in the nation. UCSB is consistently recognized for excellence across broad fields of study. Set alongside the glorious California coast, our dynamic environment inspires scholarly ambition and creativity. Information Technology Services (ITS), the campus' central IT unit, contributes to UC Santa Barbara's mission of research, teaching, and community service by partnering with the campus community to efficiently deliver IT infrastructure and enterprise application services to faculty, students, staff, and affiliates. Join us in supporting the technology that makes world-class research possible.
Benefits of Belonging
Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC
Brief Summary of Job Duties:
End User Support Technician Provides workstation and LAN support for ITS customer departments. Some of these departments may be located off-campus but in the general vicinity of the UCSB campus. Support environment will include Windows and Macintosh workstations, printers and ethernet LAN equipment.
Required Qualifications
- 1-3 years of Technical Support experience in enterprise environment.
- High School Diploma or GED.
- Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
Preferred Qualifications
- Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
- Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
- Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.
- Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
- Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
- Advanced skill at creating technical documentation for complex processes and applications.
- Experience developing and administering formal technical training to users at a variety of levels. 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.
- Demonstrates problem-solving skills.
- Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
- Effective skills at technical and administrative work direction.
- Working knowledge of desktop and business / technical support systems.
- Demonstrated judgment to delegate / escalate issues appropriately.
Special Conditions of Employment:
- UCSB is a Tobacco-Free environment
- Satisfactory conviction history background check
- Must maintain a valid CA DL, a clean DMV record, and enrollment in the DMV Pull-Notice Program.
Job Functions and Percentages of Time:
40% End User Support - Provides tier two end user support for users of information systems and software applications utilized by UCSB ITS customers. Follows standard service desk operating procedures, with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. Opens, updates, provides status and closes incidents in service desk software used by ITS. Diagnoses and resolves tier II technical issues in a customer service oriented, team environment. Provides informal training to department staff as to the use of their computers and software.
40% Systems Support/Troubleshooting - Provides tier II technical support for all ITS customers supporting a standardized workstation. Configures and installs workstations and users on the network and provides access to appropriate software. Installs software and software upgrades. Maintains customer networks for basic items and liaisons on behalf of the customer with the NOC on complex issues. Investigates and remediates security vulnerabilities that are reported by the SOC. Maintains up to date knowledge and fundamental understanding of all the hardware and software currently used by UCSB ITS customers. Interfaces with vendor technical support for assistance as needed with software and hardware issues. Proficient with some of the following technology: - Windows Operating Systems - MacOS - Active Directory - Group Policy Object - MDM & RMM tools - End User computing devices - Security tools - Productivity tools - Messaging and Collaboration tools - Cloud based solutions
10% Inventory Management - Maintains computerized inventory systems to track hardware, software, software licensing, warranty information and spare parts used by UCSB ITS customers.
10% Other Duties - Responsible for a variety of administrative tasks. Maintains and enhances professional skills and expertise. Other duties as assigned.
UC Vaccination Programs Policy - With Interim Revisions:
As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs – With Interim Revisions.*
As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals** must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.
For more information, please visit:
• UC Santa Barbara COVID-19 Information - https://www.ucsb.edu/COVID-19-information
• University of California Policy on Vaccinations – With Interim Revisions - https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy
*Note: The Policy on Vaccination Programs – With Interim Revisions was updated effective August 16, 2023. A systemwide review of this policy will take place in Fall 2023 with an expected issuance/effective date in early 2024.
**Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.
Equal Opportunity/Affirmative Action Statement:
UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20.
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.
Reasonable Accommodations:
The University of California endeavors to make https://jobs.ucsb.edu accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Katherine Abad in Human Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Privacy Notification Statement
Privacy Notification Statement and Notice of Availability of the UCSB Annual Security Report Disclosures
Application Status: If you would like to check the status of your application, please log into the Candidate Gateway where you applied and click on 'my activities'.
Payroll Title: Business/Tech Support Analyst 2
Job Code: 007359
Job Open Date: 4/5/24
Application Review Begins: 4/22/24; open until filled
Department Code (Name): ITSS (ENTER TECH SUPPORT SERVICES)
Percentage of Time: 100%
Union Code (Name): TX (Technical)
Employee Class (Appointment Type): Staff (Career)
FLSA Status: Non-Exempt
Classified Indicator Description (Personnel Program): PSS
Salary Grade: STEPS
Hiring/Budgeted Hourly Range: $31.48 - $37.17/hr.
Full Hourly Range: Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full hourly range for this position is $28.64 - $49.41/hr. The budgeted hourly range that the University reasonably expects to pay for this position is $31.48 - $37.17/hr.
Work Location: SAASB
Working Days and Hours: M-F; 8am - 5pm
Benefits Eligibility: Full Benefits
Type of Remote or Hybrid Work Arrangement, if applicable: Not eligible
Special Instructions:
For full consideration, please include a resume and a cover letter as part of your application.
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