SR IT SUPPORT SPECIALIST

Under direction of the Executive Director of IT for the College, provide second- and third-tier computer workstation and IT service troubleshooting and support via telephone, email, remote administration tools, and onsite visits to customer premises. Research, propose, and implement automated support solutions for desktop and laptop computer hardware and peripherals, operating systems, application software, and IT services.

Assist in the management of Windows and Mac client workstations. Plan, build, initialize, and update workstations as new releases, upgrades, and patches, become available and approved. Following documented procedures, install and configure standard operating systems, software applications, anti-malware, and remote administration tools. Configure workstations to match department or unit specific configurations and to comply with campus security policies.

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 device disposal with the business office and storehouse personnel.

Assist the work-group, 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.

Position requires reaching and working with equipment mounted in computer racks & access and work with equipment that may be located anywhere from the bottom (floor level) to the top of 7-foot high racks.

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.

Read computer and electronic device monitors 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:

-Advanced experience in independently researching, planning, testing, documenting, and resolving incidents and problems.

-Advanced experience and skills in supporting and maintaining PC and Mac hardware, operating systems, and related software applications.

-Advanced experience and skills in supporting for Windows 10/8/7/Vista, and Mac OS X 10.8 – 10.10 operating systems.

-Advanced experience and skills in supporting Microsoft Office and Adobe Acrobat.

-Advanced experience and skills in supporting wired and wireless networks.

-Advanced experience and skills in supporting Microsoft Outlook and mobile Microsoft Exchange clients.

-Advanced experience and skills in supporting Microsoft Active Directory and Group Policy Objects.

-Advanced experience and skills in supporting Microsoft Exchange services.

-Advanced experience and skills in supporting physical and logical disk management, data encryption, printer and other device drivers, peripheral connection technologies, email client applications, web browsers, and software programs.

-Experience assimilating technical concepts, terms, and material, and explaining this material to non-technical clients.

Preferred Qualifications:

-Experience communicating with multiple levels of an organization.

-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.

-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.

-Working knowledge of Microsoft PowerShell.