UC Merced
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CRS II
Job Category:   Computing/Information Technology
Unit:   Information Technology
Position Code:   SIT8090B
Status:   Filled
Closing Date:   This is a Continuous Recruitment Pool. Applicants will be contacted and interviewed in the event of new position opening.
Salary:   $25/Hour
Location:   Campus Site
 
Background check:   Background check is required
 
Description:  

The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With nearly 8,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design, and supports the economic development of Merced and the region.

In Fall 2016, UC Merced broke ground on a $1.3 billion public-private partnership that is unprecedented in higher education. The Merced 2020 Project will nearly double the physical capacity of the campus by 2020, enhancing academic distinction, student success and research excellence. In 2018, UC Merced opened the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.

ABOUT THE JOB

Under direct supervision, the Service Desk CRS provides a wide range of quality technical and consultative services to all campus users. Support includes, but is not limited to, computer hardware, software, network, and classroom and conference audio-visual technologies. Being part of a larger service team, this position is also responsible for providing services via telephone calls, email, and in-person walk-up requests, as well as utilization of ServiceNow tool for managing service requests. Ancillary duties include maintaining compliance with software licensing, hardware and software inventory control, security updates managing students and project participation. Additionally, this position will be requested to document solutions to common support questions and provide backup support to other service analysts.


KEY RESPONSIBILITIES

1) Help Desk Support Services
• Gathers key information from client on the problem they are experiencing and generate Incidents or Service Requests in ServiceNow (or other officially adopted ticketing solution), and if needed, assign tickets.
• Coordinates with OIT operations and communication staff in the coordination of customer updates and/or outage impacts.
• Looks for opportunities to redirect users to the IT website and Service Catalog in support of driving self-help opportunities.
• Provides technical support and resolve problems to all campus users including staff, faculty, and students via telephone, remote tools, or in-person.
• Monitors service tickets assigned, and resolve in a timely fashion to end user satisfaction.
• Installs and upgrade: desktop, laptop, and other devices with relevant software or system imaging.
• Diagnoses and resolves computer related problems.
• In rotation with other staff, serves as the primary point of contact for students, staff, and faculty that enter the IT Walk-in Help Desk, or via Service Desk Phone, or IT Express, or client chat to determine the client’s needs.
• Demonstrates flexibility and teamwork.
• Directs clients to the appropriate IT and campus resources.
• Communicates with other IT staff regarding system or service outages.
• Provides guidance and training to campus users, on as needed basis.
• Develops documentation in support of the operations.

2) Desktop Support Services
• Ensures works orders are filled out correctly and completes imaging and other troubleshooting steps to ensure the customer’s computer is working correctly.
• Looks for opportunities to enhance the customer experience by ensuring campus enterprise desktop software such as CrashPlan and other tools are configured properly avoiding unnecessary rework, which includes proactive measures to improve handling procedures.
• Requires additional troubleshooting skills in the research and resolution of undocumented issues, and then capturing these resolutions in the knowledgebase.
• Identifies opportunities to provide remote solutions saving time and avoiding unnecessary travel times to customer locations.
• Gathers key information from client on the problem they are experiencing and generate Incidents or Service Requests in ServiceNow (or other officially adopted ticketing solution), and if needed, assign tickets.
• Monitors service tickets assigned, and resolve in a timely fashion to end user satisfaction.
• Installs and upgrades: desktop, laptop, and other devices with relevant software or system imaging.
• Configures peripheral devices, including port connectivity.



*LI-RM1


 
Qualifications:   • AA plus 2 years of experience. AA may be substituted with equivalent years of experience. (Bachelor’s degree preferred).

• Industry certification is preferred. (i.e. Apple Certified Mac Technician (ACMT), or Microsoft Certified Professional (MCP), Network+, etc.)

• Experience in a research University environment highly desirable.


Competencies:

• Excellent customer service skills.

• Ability to work independently and within a team.

• Ability to understand user needs and articulate solutions.

• Excellent organizational and prioritization skills, including the ability to handle multiple tasks and job functions.

• Excellent communication skills with the ability to communicate technical concepts with clarity, patience, tact and diplomacy via telephone, written media, or face to face with faculty, staff, and students.

• Knowledge of PC and Macintosh hardware, including the use of their respective operating systems and standard software, such as Microsoft Office and web browsers.

• Problem solving and critical thinking skills to diagnose a problem and determine steps necessary to produce an effective solution.

• Knowledge of network topology and troubleshooting, anti-virus software, and firewall hardware.

• Aptitude to learn computer-based applications and information.

• Progressive experience in technical computer hardware upgrades and hardware maintenance.

• Experience with WIN and OSX operating systems

• Solid laptop and desktop hardware and software troubleshooting skills

• Experience configuring and supporting mobile and tablet devices


 
To Apply:   Click on the link below to use our new on-line application system.

If you do not have internet access you may mail your application, resume, and cover letter to: University of California, Merced, 5200 North Lake Rd., Merced CA 95343. Please list the job number on the subject line.

NOTICE: This position is not open. We are not accepting applications at this time.

 
    The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age or protected veteran status.

For the complete University of California nondiscrimination and affirmative action policy see: http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct.

As of January 1, 2014 the University of California, Merced will be a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at
http://smokefree.ucmerced.edu

E-Verify: Effective September 8, 2009, all employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.
More Information

For information on the comprehensive benefits package offered by the University of California visit:
http://ucnet.universityofcalifornia.edu/compensation-and-benefits/





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