IT Equipment Provisioning Specialist (7359C), IT Client Services - 44746 About Berkeley
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 .
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Departmental Overview
IT Client Services provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of "we are here to help" reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations. This position will be a part of our Procurement and Provisioning Team.
Berkeley IT believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.
In addition, members of the Berkeley IT community have created and endorse the following values for our organization to augment and amplify the campus principles:
We champion diversity.
We act with integrity.
We deliver.
We innovate.
Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.
Application Review Date
The First Review Date for this job is: November 8, 2022
Responsibilities
An IT provisioning equipment professional who demonstrates excellent customer service and interpersonal skills.
Applies experience and acquired job skills to troubleshoot computer hardware, software, and peripherals.
Recommends, configures, and installs computer hardware and software order requests.
Conducts hardware and software tests and reports on configurations and behavior, recommending improvements and break-fix solutions.
Effectively manages multiple simultaneous assignments using standard processes and improvised problem-solving techniques to meet IT support Service Level Objectives.
Uses working knowledge of organization computer requirements, unit business processes, device support systems and tools, and strong communication and customer service skills to resolve hardware and software issues of moderate scope and complexity.
Applies IT Client Services (ITCS) policies and procedures to support a variety of clients.
Participates as a member of an ITCS Support Team to support the IT needs of the Berkeley campus.
Works effectively with a diverse group of employees and welcomes differing skills, outlooks, and experiences of others working toward shared goals.
Required Qualifications
Experience providing escalated technical support. Experience conducting hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations. Basic knowledge of networking protocols. Demonstrated skill in configuring, troubleshooting, and supporting end-user client systems including desktop, laptop, and mobile computing devices. Working knowledge of enterprise system dependencies and ability to use this information to troubleshoot. Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill at creating technical documentation for complex processes and applications. Demonstrated skill in developing technical training and administering instruction to customers at various levels of skill. Communicates effectively with both technical and non-technical personnel at various levels in the organization (students, staff, and faculty). Has verbal and writing skills to convey complex ideas clearly. Demonstrates knowledge of other areas of IT. Demonstrates problem-solving skills. Effective self-direction and time management. Able to use standard processes and improvised techniques to meet Service Level Objectives. Working knowledge of desktop and business/technical support systems and tools. Demonstrates judgment to delegate/escalate issues appropriately. Working knowledge of vendor products and services. Experience consulting with customers and recommending desktops, laptops, smartphones, tablets, and multifunction printers. Demonstrated customer service skills and excellent interpersonal skills to develop and maintain effective relationships with diverse client groups. Embraces specialized or unique viewpoints/outlooks and has the ability to work effectively with a diverse group of employees. Experience using a service management application to take support tickets, document work, and communicate with customers and IT partners. Demonstrated commitment to the advancement of diversity, equity, inclusion, belonging, and justice at UC Berkeley and Berkeley IT.
Preferred Qualifications
Working knowledge of the unit's business processes. Working knowledge of organization computer requirements, recommendations, and policies including security standards. Demonstrated skill with remote support and communication tools, including video and text chat and remote support applications (like Bomgar or Apple Remote Desktop). Familiarity with ITIL and change management concepts. Experience supporting technology in institutions of higher education. Experience using ServiceNow.
Salary & Benefits
This is a full-time (40 hours per week), career position that is eligible for full UC benefits. This position is non-exempt and paid bi-weekly. The hourly pay for this role is commensurate with experience within the range of $31.71 (step 4.0) - $35.69 (step 6.5). For information on the comprehensive benefits package offered by the University visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html