Senior Desktop Support Analyst; BUS TCHL SUPP ANL TX

#CA-PS

Under general direction of Letters and Science IT Service Desk and Desktop Support Manager, provide advanced consultation, training, instruction, and troubleshooting/problem-solving to faculty, research staff, administrative staff, graduate students, and other affiliates across the 50+ Letters and Science departments for hardware, software, network and related computer systems, specialized research equipment, and handheld and peripheral devices. Ensure operation of such systems for individuals and groups of computer and IT service users.

Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use. Develop and conduct tests of hardware and software and report on configurations and behavior. Develop and provide technical documentation and training. Assess needs and recommend hardware and software acquisitions and upgrades. Supervise student employees in providing services described above. Fulfill information security duties; manage and report on compliance with information security and privacy are a priority across all duties.

1/5/2025 at 11:59pm

• No Minimum Education required.
• Experience providing advanced technical support and consulting services (e.g., troubleshooting and problem solving for computers, network printers, software, network and related computer systems, and handheld and peripheral devices) to clients via in telephone, email, online chat, and in person.
• Experience providing advanced technical support for Microsoft Windows, Apple macOS, and Linux client operating systems and for common office applications, including the Microsoft Office suite, Adobe Creative Cloud, etc.
• Experience with managing incidents and requests through IT Service Management ("ticketing") systems, and with associated methodologies for knowledge capture and reuse.
• Experience in use, configuration, and troubleshooting of networking protocols and services such as DHCP, DNS, TCP/IP, etc. and common networking hardware such as switches, client firewalls, VPN clients, etc.
• Experience with more than one systems scripting/automation language, such as batch/shell scripting or interpreted high level language scripting (e.g., GNU BASH, Windows Power Shell, Python, and Perl). Experience with securely configuring and maintaining systems in accordance with common IT security policies and frameworks such as UC IS-3, CIS Benchmarks, NIST/ISO standards, etc.
• Demonstrated written and oral communications skills to explain technical materials in nontechnical terms, and develop and deliver training, documentation, and instruction on advanced technical topics to both nontechnical and technical audiences.

• Certification in ITIL Foundations or similar IT Service Management (ITSM) methodology and/or certifications in support of advanced technical troubleshooting and problem solving, such as CompTIA A+, Network+, Microsoft Desktop and Applications, vendor-specific hardware repair certifications, etc.
• Experience providing advanced technical support and consultation for common research and statistical software package, such as Matlab, SPSS, SAS, Stata, etc.
• Experience managing and using multiple Linux operating systems through scripting and management tools for both servers and end-user workstations, and experience with interoperation between Linux and other operating systems for file sharing and remote access.
• Experience using the IBM Big Fix endpoint management platform, including authoring content.

• 40% - Advanced (Tier-3) Technical Support
• 30% - IT Service Management
• 20% - Systems Administration
• 10% - Technical Project Management

The Letters and Science Information Technology Services Unit (LS IT) service center within the College of Letters and Science provides information technology services and support to the 50+ departments, programs, and centers within the college and to external clients. LS IT provides helpdesk/desktop support service for more than 4,000 workstations and laptops, systems administration for more than 100 servers, and development services for business and academic applications and websites.

This position is a member of the service desk and desktop support team, serving as an escalation point for advanced technology support needs.

• Salary or Pay Range: $70,141.24/yr.
  
  - $/yr.
• Salary Frequency: Monthly
• Salary Grade: STEPS
• UC
  
  Job Title:
  
  BUS TCHL SUPP ANL 3 TX
• UC Job Code: 007358
• Number of Positions: 1
• Appointment Type: Staff:
  Career
• Percentage of Time: 100% Fixed
• Shift (Work Schedule): Mon-Fri 8am to 5pm
• Location: Davis, CA
• Union Representation: TX-Technical Professionals
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

• Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help…