IT Service Desk Analyst

This is a mid‑level Service Desk analyst position with a primary responsibility of providing desktop support to end‑users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk.

Works to resolve or appropriately escalates issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior‑level staff and is called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met.

Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on‑call rotations.

• Take inbound customer requests via phone, chat, email, or ticket; work remotely to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written and verbal, to a non‑technical audience with a high degree of customer service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record and report support issues and solutions per encounter via work tickets in Service Now.
• Provide front‑line support for a variety of business applications, provision and administer user accounts, and reset passwords in Active Directory.
• Effectively escalated issues to other teams as appropriate per SOP for the best customer support experience.
• Utilize defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.
• Major Incident tracking and customer notifications.
• Level II duty assignment: resolve or route issues escalated from Level I; includes more complex technical tasks that front‑line staff cannot handle; may include deskside/field work at specific locations.
• Act as a peer mentor to junior level staff.
• Own and maintain knowledge base articles.
• Other special projects as assigned.

• Flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support.
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
• Broad knowledge of enterprise systems and how they relate to one another.
• Demonstrates problem‑solving skills.
• Excellent communication skills in both verbal and written.

• Bachelor's degree or equivalent training in a related area.
• Working knowledge with ITIL processes such as Change Management, Problem Management, and Incident Management.
• Experience working in an academic health care, healthcare, or university environment.
• Experience working in a Service Desk, Help Desk, or Call Center environment.
• Preferred
  
  Certifications:
  • Microsoft Support
  • Apple Support
  • ITIL Foundations
  • HDI Support Center Agent

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.