IT Service Desk Analyst

Job Description

We are looking for a mid‑level Service Desk Analyst to provide desktop support to end‑users. In this role, you will handle complex support calls requiring judgment in problem resolution, maintain secure and confidential information, and follow IT policies and medical center regulations. You will balance technical knowledge with a high level of customer service, resolve or appropriately escalated issues, and help maintain the Knowledge Base.

This position requires clear communication, advanced technical knowledge, and the ability to act as a mentor to junior staff. Work will include Level II responsibilities for escalations and ownership of service levels. Flexible scheduling is required, with nights, weekends, and on‑call rotations as needed.

The UCSF IT Service Desk is our single point of contact for all IT needs, supporting UCSF’s mission to advance health worldwide. With a customer base of 40,000 users, we handle more than 20,000 contacts per month through phone, web, email, and chat. We support users across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital.

Our consolidated service desk supports clinical, research, and academic environments with a 95% customer satisfaction rating.

• Take inbound customer requests via phone, chat, email, or ticket and resolve reported issues quickly and efficiently.
• Communicate technical concepts to non‑technical audiences, both written and verbal, 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 administration of user accounts, and reset passwords in Active Directory.
• Escalate issues to other teams as appropriate per SOP for the best customer experience.
• Utilize defined and approved IT operational processes in Incident, Change, Request, and Problem Management.
• Perform Level II duty assignments, involving resolution or routing of issues escalated from Level I.
• Handle technical tasks that are more complex or time‑consuming than front‑line staff can address.
• Perform deskside or field work at specific locations when required.
• Act as a peer mentor to junior level staff.
• Own and maintain knowledge base articles.
• Participate in special projects as assigned.
• Work flexible schedules, including nights, weekends, and on‑call rotations.

• Required Qualifications:
  • Flexibility to orient and work at all UCSF Medical Center locations.
  • 3+ years of experience in IT support.
  • Proficiency supporting Windows and Mac operating systems in a networked environment.
  • Proficiency supporting mobile devices such as iPhones and Androids.
  • Broad knowledge of enterprise systems and how they interrelate.
  • Problem‑solving skills.
  • Excellent communication skills, both verbal and written.
• Preferred Qualifications:
  • Bachelor’s degree or equivalent training in a related area.
  • Experience working with ITIL processes such as Change Management, Problem Management, and Incident Management.
  • Experience in an academic health care, healthcare, or university environment.
  • Experience 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, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate‑level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10‑campus UC system dedicated exclusively to the health sciences. UCSF brings together the world’s leading experts in nearly every area of health and is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

UCSF is a diverse community made of people with many skills and talents.…