Under direction of the ITPS Manager and team lead(s), provide first- and second-tier computer workstation and IT services support via telephone, email, and in-person at customer premises. Provide support and management of 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.
Plan, purchase, build, initialize, and update workstations as new releases, upgrades, patches, and hot-fixes become available and approved. Following documented procedures, 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.
Assist the workgroup, department, or division with special projects. Work on short-term and 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.
- Must be routinely on-call as required and carry pager/cell phone.
- Work in a busy office environment with frequent interruptions.
- Typically work outside of normal M-F, 8-5 working hours. Adjust to shift re-assignments due to operational needs.
- Occasional travel required.
- Travel between campus and off-campus locations.
- 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.
- Read CRT, LCD, LED or 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.
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.
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 7/Vista/XP, and Mac OS 10.5/10.6 operating systems.
- Journey level experience to provide technical support for Microsoft Office 2007/2010 and Adobe Acrobat.
- Journey level experience to provide support for wired and wireless networks.
- Journey level experience to provide support for Microsoft Outlook, Entourage, and mobile Microsoft Exchange clients.
- Journey level experience to provide support for Microsoft Active Directory and Group Policy Objects.
- 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.
- Journey level experience to provide support for root Microsoft Active Directory and Microsoft Exchange services.
- 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.
- Knowledge of OSI seven-layer model and its application to IP networking.
- Experience to provide technical support for the campus' XEDA email and calendaring service.
- Knowledge of the Incident Management, Problem Management, and Service Request Fulfillment concepts of Information Technology Infrastructure Library V3.
- Experience developing and applying creative and innovative concepts to problem resolution.
- Experience working 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 2007 and Windows Deployment Services.
- Experience to deploy, maintain, and support workstations bound to Apple Open Directory using Apple Remote Desktop.
Quick Link To This Position:
www.employment.ucdavis.edu/applicants/Central?quickFind=63613
