IT Service Desk Analyst - Technical

Overview

This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature, where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior-level staff and is called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

Responsibilities

• Provide desktop support to end-users; handle complex support calls with judgment in problem resolution.
• Maintain secure and confidential information; follow IT policies and Medical Center regulations.
• Escalate issues when appropriate and contribute to maintaining the Knowledge Base (KB).
• Communicate technical concepts effectively in written and oral form.
• Apply advanced technical knowledge and application access to resolve application problems.
• Mentor junior-level staff; act in a Level II capacity for more complex escalations and ownership of service levels.
• Maintain flexible scheduling, including nights, weekends, and on-call rotations.

Compensation

The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on work experience and internal equity within this position classification at UCSF. For positions 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 $34.02 - $58.27 (Hourly Rate).

Benefits

To learn more about the benefits of working at UCSF, including total compensation, please visit : .html

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