IT Support Analyst

IT Support Analyst University of California, United States about 24 hours ago

Location:

San Francisco, CALIFORNIA Poison Control Full Time 88415BR Job Summary This UCSF position is fully onsite at Valley Children's Hospital in Madera, California Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Working with/or under the direction of the IT Director, the business technical support position will provide first and second level technical support for end-user computing devices, including phones, desktops, laptops, peripherals and mobile devices, as well assisting in maintaining and enhancing the 24x7x365 data and telephony infrastructure supporting the California Poison Control System emergency healthcare services. The responsibilities include troubleshooting and resolving end-user issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, acts as primary point of contact for end-users in resolving hardware, connectivity or application issues, and managing the setup, configuration, maintenance, and deployment of endpoint devices to support end users. Additional support may be required to maintain the call center specific architecture including workforce manage software, ACD phone management, and ACD recording. Additional responsibilities include ing security patches, installing the latest software and applications, as well as resolving network security gaps. Work hours may be irregular to meet the demands of scheduled and emergent work demands to include evenings, nights, weekends and holidays. Travel outside work location may be required, up to 6 times a year. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $37.89 - $64.91 (Hourly Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: ucnet.universityofcalifornia/compensation-and-benefits/index Department Description The California Poison Control System (CPCS) is a 24 hour-a-day informational hotline serving residents statewide in California. It is designated by the California Emergency Medical Services Authority and managed by the UCSF School of Pharmacy, Department of Clinical Pharmacy. CPCS operates from 4 UC-affiliated answering sites (UCSF/ZSFG, UCDMC, Valley Children's Hospital, and UCSD) managing approximately 250,000 calls per year, utilizing the most up-to-date computerized information systems. The hotline service is linked to a translator service with the capability to handle multiple languages on a 24 hour per day basis. Required Qualifications Bachelor's degree in related area; and/or equivalent experience/training 1+ yrs related work experience Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations Experience in use and knowledge of networking protocols such as

DHCP, TCP

/ IP, etc. Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization Working knowledge of server internals, especially as needed for troubleshooting and isolating issues Advanced skill at creating technical documentation for complex processes and applications Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services Demonstrates problem-solving skills Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards Effective skills at technical and administrative work direction Working knowledge of desktop and business / technical support systems Demonstrated judgment to delegate / escalate issues appropriately Preferred Qualifications Working knowledge of maintaining phone system Working knowledge of scripting language (Powershell) Working knowledge of endpoint of security software, managed risk software CompTIA A+ certification ITIL Foundation certification Microsoft 365

Certified:

Endpoint Administrator Associate About UCSF 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. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Job Code and Payroll Title 007359 BUS

TCHL SUPP ANL 2 TX

Job Category Clinical Systems / IT Professionals Bargaining Unit University Professional Technical Employees - Technical Unit (UPTE-TX) Additional Shift Details On site, M-F, 8-5pm, with some weekends, evenings.; Valley Children's Hospital 41169 Goodwin Way, Suite 211 Madera, CA 93636-8766