IT SUPPORT SPECIALIST

Under direction of the ITPS manager and supervisor, provide secondtier computer workstation and IT services support via telephone, email, and onsite visits to customer premises. Provide support for desktop and laptop computer hardware and peripherals, Windows and Mac operating systems, application software, and IT services. Troubleshoot hardware, software, and network connectivity issues using all available tools such as desktop remote control.

Assist in the management of Windows and Mac client workstations. Plan, build, initialize, and update workstations as new releases, upgrades, patches, and hotfixes become available and approved. Following documented procedures, install and configure standard operating systems, software applications, antimalware, and remote administration tools. Configure workstations to match department or unit specific configurations and to comply with campus security policies. Backup, restore, and transfer user data and preferences when applicable.

Maintain hardware and software asset management data. Follow policies and procedures to purchase, receive, deploy, and transfer computer hardware, software, and related equipment. Assist with computer warranty repairs including but not limited to equipment pickup, shipping, tracking, return and verification of repairs. In accordance with University and department timelines, standards, and guidelines, coordinate computer disposal.

Assist the workgroup, unit, or department with special projects. Work on short- long-term assignments within the division.

Physical Demands:

Lift and move materials weighing up to 50 pounds.

Work Environment:

Due to the mission-critical services provided by this department, this position may work hours other than M-F 8-5, especially in response to system problems. Shift reassignments may occur to meet operational needs.

Must be routinely on call as required and carry pager/cell phone.

Work in a busy office environment with frequent interruptions.

Travel between campus and off-campus locations is required.

Position requires reaching and working with equipment mounted in computer racks. The holder of this position will work with equipment that may be located anywhere from floor level to the top of 7′ high server racks.

Read CRT, LCD, LED and various other types of screens for extended periods of time.

Work occasional overtime on short notice.

Use computer equipment for extended periods.

Work with clients via telephone for extended periods of time.

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Background Check Required:

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

Yes

Qualifications

Minimum Qualifications:

– Journey level experience to independently research, plan, test, document, and resolve incidents and problems.

– Journey level experience to troubleshoot and maintain PC and Mac hardware, operating systems, and related software applications.

– Journey level experience to provide support for Windows 8/7/Vista, and Mac OS X 10.8 ? 10.10 operating systems.

– Journey level experience to provide technical support for Microsoft Office 2010-2013 and Adobe Acrobat.

– Journey level experience to provide support for wired and wireless networks.

– Journey level experience to provide support for Microsoft Outlook and mobile Microsoft Exchange clients.

– Journey level experience to provide support for Microsoft Active Directory and Group Policy Objects.

– Journey level experience to provide support for Microsoft Exchange services.

– Journey level experience to provide technical support for physical and logical disk management, data encryption, printer and other device drivers, peripheral connection technologies and devices that use USB, FireWire, serial, parallel, and SCSI; numerous email clients, web browsers, and software programs, packages.

– Experience assimilating technical concepts, terms, and material, and explaining this material to nontechnical clients.

Preferred Qualifications:

– Experience communicating with multiple levels of an organization.

– Knowledge of the OSI 7-layer model and its application to IP networking.

– Experience to provide technical support for the campus’s on-premises and cloud email and calendaring services.

– Knowledge of the Incident Management, Problem Management, and Service Request Fulfillment concepts of ITIL V3.

– Demonstrated experience developing and applying creative and innovative concepts to problem resolution.

– Experience working both independently and in a team environment to provide technical support and consulting services to clients.

– Experience to deploy, maintain, and support workstations using Microsoft System Center Configuration Manager and Windows Deployment Services.

– Experience to deploy, maintain, and monitor hardware and software assets with IBM Endpoint Manager.