Customer Support Analyst

UCSD Layoff from Career Appointment:
Apply by 09/21/26 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Reassignment Applicants:
Eligible Reassignment clients should contact their Disability Counselor for assistance.

We are looking for a highly skilled and customer-oriented professional to join our Information Services (IS) team as a Customer Support Services Analyst. This role is essential in providing top-notch technical support across a wide range of IS services, including both hardware and software applications. The ideal candidate will deliver a mix of on-site and remote support, ensuring that our users receive prompt, effective assistance whether they are in the office or working remotely.

This position involves both Field Support and Service Desk functions, making it a critical component of our IS service delivery model.

• Serve as the first point of contact for IS support requests, with a strong emphasis on providing exceptional customer service and ensuring a positive user experience.
• Assist users with navigating and troubleshooting a variety of software applications and hardware, providing clear and effective guidance.
• Prioritize and manage a high volume of support tickets, ensuring that all issues are resolved quickly and to the user's satisfaction.
• Maintain a customer-centric approach, ensuring that all interactions are handled with empathy and professionalism.

• Provide comprehensive technical support for hardware, software, and network-related issues, including desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve software and application issues, ensuring that all installed applications are functioning optimally for end-users.
• Facilitate software installations, updates, patches, and troubleshooting to minimize disruptions to end-user productivity.
• Deliver a mix of on-site and remote support, efficiently addressing technical challenges.

• Configure, install, and maintain computer systems and applications, ensuring that all software is up-to-date and secure.
• Assist in the deployment of new software tools and systems, ensuring seamless integration and operation within the existing IS infrastructure.
• Conduct routine system checks and performance monitoring to proactively identify and address potential issues.
• Work closely with other IS teams to manage system dependencies and ensure smooth operation of enterprise-wide applications.
• Ability to use a variety of support tools to enhance support capabilities and improve end-user experience.

• Provide one on one training to end-users on new and existing software applications and tools.
• Contribute to the development of knowledge base articles to streamline support processes and improve user self-service capabilities.

• Work closely with other IT teams, including software developers and system administrators, to resolve complex issues and implement effective solutions.
• Communicate effectively with users to understand their needs, troubleshoot issues, and provide clear and actionable solutions.
• Act as a liaison between end-users and higher-level technical support when necessary, ensuring that complex issues are escalated and resolved appropriately.
• Communicate effectively with non-technical stakeholders, providing regular updates on the status of support requests and ongoing issues.

• Six (6) years of related experience, education/training,
  OR a Bachelor's degree in related area plus two (2) years of related experience/training.
  
  - Related experience:
  Desktop support.

• Experience conducting…