Helpdesk User Support

Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation’s top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It’s located in one of the world’s safest and most economically vibrant communities and is Orange County’s second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide.

To learn more about UC Irvine, visit www.uci.edu.

The Donald Bren School of Information and Computer Sciences aims for excellence in research and education. Our mission is to lead the innovation of new information and computing technology by fundamental research in the core areas of information and computer sciences and cultivating authentic, cutting-edge research collaborations across the broad range of computing and information application domains as well as studying their economic, commercial, and social significance. The diversity of our collaborations serves to reshape domains as far reaching as education, art and entertainment, business and law, the environment and biological systems, health care and medicine. Consistent with our mission, we are committed to ensuring excellence through inclusion, producing a diverse, educated workforce for advancing technology, stimulating the economy, and transferring new technology into the public realm to greatly advance quality of life.

Applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses.

Total Compensation

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

The expected pay range for this recruitment is $$28.58- $$28.58 (Hourly).


Required:

• Thorough knowledge of desktop and business / technical support systems.
• Skills and abilities necessary to complete the most technical business / technical support functions.
• 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.
• Advanced skill at creating technical documentation for complex processes and applications.
• 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 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.
• Bachelor's degree in related area and / or equivalent experience / training
• Less than 1 year • Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center • Must demonstrate customer service skills appropriate to the job • Proficient with Active Directory Users and Computers • Knowledge of MS Office Suite, Windows OS, and MAC OS • Knowledge of Apple and Android mobile devices • Experience with ticket tracking system • Experience with remote support tools • Excellent written and verbal communication skills in English • Ability to troubleshoot and resolve issues using remote control and screen sharing tools • Ability to maintain a work pace appropriate to the workload • Ability to establish and maintain effective working relationships across the school and campus. • Ability to document resolutions clearly within a ticket system and knowledgebase

Preferred:

• 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.
• Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
• In-depth understanding of divisional or institutional business processes to provide the highest level of support.
• Experience at providing technical and administrative work direction.
• Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.
• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Legal Right to work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page - https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine 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.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500 or eec@uci.edu.

Salary : $7