Job Opening ID: 62651

Working Title: Desktop Support Analyst (Hybrid)

Department: OIT/Client Services

Bargaining Unit: TX

FLSA: Exempt

Payroll Job Code: 007358

Job Location: UCI Campus- Irvine

Percent of Time: 100%

Work Schedule: 8-5, M-F

Employee Class: Career

The University of California is one of the largest public university systems in the country, comprising 10 campuses, a combined student body of more than 280,000 students, 220,000 faculty and staff members and more than 2 million living alumni. The Office of Information Technology (OIT) is responsible for supporting the IT needs of UC Irvine faculty, students, and staff. Our mission is to provide information technology leadership, services, and innovative solutions to promote the research, education, and community service goals of the University. OIT Desktop Support Services, under Client Services Division, provides desktop support services to more than 3500 clients in administrative units throughout the campus.

Under the general supervision of the Operations Supervisor, Specialized Desktop Support Services, the Desktop Support Analyst will provide desktop and desktop infrastructure support to OIT’s Specialized Desktop Support Services team. Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications including Office365, Windows, Mac, and OneDrive where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.

$73,735 - $128,364 (Annual)

Three (3) – Five (5) years of experience in desktop support.

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

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 at project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. 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. In-depth understanding of divisional or institutional business processes to provide the highest level of support. Experience at providing technical and administrative work direction. Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Demonstrated skill in configuring, troubleshooting, and supporting end user client Windows and Apple systems including desktop, laptop and mobile computing devices. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately.

Dell/Apple Certified

Extensive experience in use and knowledge of Mac and Windows Operating Systems. Experience in ordering and managing hardware requests. Advanced skill at creating technical documentation for complex processes and applications. VMware experience setting up and troubleshooting Virtual Desktop Machines. Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Must pass a background check. Must possess a valid California Driver's License and participate in the DMV Pull Notice Program. Monday – Friday 8am – 5pm. May require on call support after hours or on weekends.

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