IS Customer Support Analyst

UCSD Layoff from Career Appointment : Apply by 11 / 13 / 25 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants : Apply by 11 / 25 / 25. Eligible Special Selection clients should contact their Disability Counselor for assistance.

Candidates hired into this position will work 100% onsite.

DESCRIPTION

We are looking for a highly skilled and customer-oriented professional to join our Information Services (IS) team as a Customer Support Services Analyst. This role is essential in providing top-notch technical support across a wide range of IS services, including both hardware and software applications. The ideal candidate will deliver a mix of on-site and remote support, ensuring that our users receive prompt, effective assistance whether they are in the office or working remotely. This position involves both Field Support and Service Desk functions, making it a critical component of our IS service delivery model.

Key Responsibilities :

Customer Service :

• Serve as the first point of contact for IS support requests, with a strong emphasis on providing exceptional customer service and ensuring a positive user experience.
• Assist users with navigating and troubleshooting a variety of software applications and hardware, providing clear and effective guidance.
• Prioritize and manage a high volume of support tickets, ensuring that all issues are resolved quickly and to the user's satisfaction.
• Maintain a customer-centric approach, ensuring that all interactions are handled with empathy and professionalism.

Technical Support :

Systems and Tools Management :

Training and Documentation :

Collaboration and Communication :

MINIMUM QUALIFICATIONS

Six (6) years of related experience, education / training, OR a Bachelor's degree in related area plus two (2) years of related experience / training.

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 non-technical 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

Proven ability to provide exceptional customer service in a high-volume, fast-paced environment.

Excellent problem-solving skills, with the ability to troubleshoot and resolve a wide range of technical issues.

Strong understanding of software troubleshooting, including experience with a variety of enterprise applications and operating systems.

Demonstrate critical and analytical skills, with a focus on delivering solutions that enhance user satisfaction.

Experience working in a fast-paced, high-volume call center or support environment is highly desirable.

Demonstrate meticulous attention to detail, ensuring that every interaction and resolution is handled with precision and care.

SPECIAL CONDITIONS

Must be able to work various hours and locations based on business needs.

Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range : $62,661 - $100,809 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent : $30.01 - $48.28

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).