Technology Operations Center Endpoint Analyst

#CA-FT

The Technology Operations Center (TOC) provides day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to customer for hardware, software, network, and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users 24/7.The primary channel for customer to contact the TOC are phones, however there are services offered by TOC that that will require the incumbent to be based at a Walk-Up Center or be available on the main campus or clinics physically. The TOC Endpoint Analyst will provide support for various customer endpoint technologies at a proficient level, this may also include support of other applications and technologies while engaged with the customer on the phone. The incumbent must possess the knowledge, skills, and abilities to make decisions that have institutional effect in the environment. As part of the TOC team this position works closely with customers in utilizing remote technologies, other IT Support Teams to efficiently resolve customer support issues. The incumbent provides a competent level of hardware, application, and network support to UCDH staff/faculty via remote control. Must be able to work go-live support or other hours as assigned up to 5 times per year. May occasionally be required to work an extended shift.

Apply By Date: January 17, 2025 at 11:59pm. Selection process may start at any time.

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• 1 Year experience providing technical support over the phone
• Thorough knowledge of endpoint and business / technical support systems.
• Skills and abilities necessary to complete the most technical business / technical support functions.
• Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.
• Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
• Demonstrated skill providing technical training to users at various levels of skill.
• Experience at providing technical and administrative work direction.
• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Broad knowledge of IT related products and services and general knowledge of other areas of IT.
• Working knowledge of enterprise systems functions, dependencies and interactions and ability to use this information to troubleshoot.
• Demonstrated problem-solving skills. Working knowledge of endpoint and business / technical support system.
• Demonstrated judgement to delegate / escalate issues appropriately.
• Work independently and in a team environment to effectively provide application support and consulting services to customers via telephone, email, chat, and in-person.
• Diplomatically give and receive directions, information, and knowledge to and from other team members, clients, managers, and other University students, staff, faculty, and affiliates.
• Proficient in the administration of support of customers using; phones, remote access tools, in person, email, and chat.
• Excellent interpersonal, oral, and written communication skills for interactions with vendors, faculty, staff, students, and affiliates.
• Customer service orientation
• Demonstrated skill to understand and translate complex technical concepts and write clearly and accurately to technical and non-technical audiences.

Preferred Qualifications

• CompTIA A+ Certifcation
• Bachelor's degree in related area and / or equivalent experience / training
• Working towards a bachelor's degree or Associate Degree along with steps towards certifications in one of these areas; Comp TIA Network+ Certification, CompTIA Security+ Certification, Microsoft Certified Solutions Associate (MCSA)
• Demonstrated experience assimilating complex technical concepts, terms, and material, and accurately explaining this material to non-technical clients in a manner conducive to their learning and understanding the material.
• ITIL Foundation
• Previous working experience as a Service Desk Agent for 2 year(s)
• Interpersonal skills to work effectively with staff, faculty, and administrators through verbal and written communications
• Preferred knowledge of HIPAA regulations and Healthcare-specific policies and procedures
• Excellent organizational skills to coordinate several simultaneous activities in a dynamic work environment, with frequent changes in work priority, scope, and schedules.
• Can meet client and management expectations by being consistently punctual, reliable, and flexible.
• Skills to research, plan, test, document, and resolve technical problems.
• Create and apply innovative concepts to problem resolution. Assimilate new technologies and develop new skills or enhance existing skills by utilizing technical manuals, journals, books, newsgroups, vendor documentation, and other written media.
• Willingness to learn and apply new technologies quickly.

Key Responsibilities

• 50% - Application and Technical Support
• 35% - Customer Service
• 10% - IT Service Management
• 5% - Training and Documentation

Department Overview

UC Davis Health Information Technology (UCDH IT) accomplishes planning and implementation activities to service UC Davis Health's needs for teaching, clinical high-quality patient care, and research. The department provides technical leadership and support for the cost-effective use of computers, software, and networking including installation, training, and problem resolution.

POSITION INFORMATION

• Salary or Pay Range: $2,687.20-$4,322.40
• Salary Frequency: Biweekly
• Salary Grade: 158
• UC Job Title: BUS TCHL SUPP ANL 3 TX
• UC Job Code: 007358
• Number of Positions: 2
• Appointment Type: Staff: Career
• Percentage of Time: 100
• Shift Hours: (1) Sunday, Monday, Tuesday, Saturday 6:30am-5:30pm and (1)Tuesday-Saturday 7:00am-4:00pm
• Location: UCDHAS Building (HSP165)
• Union Representation: TX-Technical Professionals
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)
• This position is not an H-1B visa opportunity

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Walking - Occasional Up to 3 Hours
• Sitting - Continuous 6 to 8+ Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Continuous 6 to 8+ Hours

Mental Demands

• Sustained attention and concentration - Continuous 6 to 8+ Hours
• Complex problem solving/reasoning - Continuous 6 to 8+ Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Continuous 6 to 8+ Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Continuous 6 to 8+ Hours
• Customer/Patient Contact - Continuous 6 to 8+ Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

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 check.Nonsmoking work environment.Must be able to workdays/evenings/nights/weekends and holidays.Work occasional overtime. Work with clients via telephone for extended periods of time.Read CRT and LCD screens for extended periods of time.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC policy and local procedures, and as such, employment is contingent upon successful completion of background check(s), including but not limited to criminal record history background check(s)
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks