IT Service Desk Analyst

Job Summary

This mid‑level Service Desk analyst supports UCSF end‑users by providing desktop, applications, and knowledge base support. The role requires technical judgment, secure handling of confidential data, and excellent customer service. The analyst will work nights, weekends, and on‑call rotations as needed.

• Accept and resolve inbound customer requests via phone, chat, email, or ticketing system.
• Provide remote troubleshooting for Windows, Mac, mobile, and enterprise applications.
• Communicate technical solutions clearly to non‑technical audiences.
• Record and track support tickets in Service Now and ensure quality of resolution.
• Provision and administer user accounts, reset passwords, and support Active Directory.
• Escalate issues to other teams per SOP for customer satisfaction.
• Use approved IT operational processes (Incident, Change, Request, Problem Management).
• Maintain and improve Knowledge Base articles.
• Serve as a Level II resource for complex escalations and guide junior staff.
• Participate in special projects and continuous improvement initiatives.

• 3+ years of IT support experience.
• Proficiency supporting Windows and Mac in a networked environment.
• Experience with iPhone and Android mobile devices.
• Broad knowledge of enterprise systems interrelationships.
• Strong problem‑solving, verbal, and written communication skills.
• Flexibility to work at all UCSF Medical Center locations.

• Bachelor’s degree or equivalent training in a related field.
• Knowledge of ITIL processes (Change, Problem, Incident Management).
• Experience in academic health care or university environment.
• Experience in a Service Desk or Help Desk.
• Certifications:
  
  Microsoft Support, Apple Support, ITIL Foundation, 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.

Final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range depends on experience and internal equity. For more information on benefits and compensation, visit (Use the "Apply for this Job" box below)..