Desktop Support Technician

University of California - Riverside; Oakland (CA); On-site; USD 44,083 - 66,124; Full time

Job summary

University of California - Riverside is seeking a Desktop Support Technician to deliver high‑level technical support for students, staff and faculty. The role covers desktop hardware/software installation, diagnosis and repair, with emphasis on customer service, communication, and collaboration across campus IT units.

The technician will serve as the liaison between ITS and vendors, handling hardware/software issues for campus stakeholders and ensuring timely ticket resolution.

Qualifications

• Experience in desktop service with hardware and software installation, diagnosis and repair.
• Strong written and verbal communication skills.
• Customer service oriented with interpersonal abilities.

Responsibilities

• Provide high level technical support to students, staff and faculty across desktop hardware/software.
• Install, diagnose, repair, and maintain computer hardware and software in managed/unmanaged environments.
• Coordinate with ITS and vendors to resolve hardware/software issues for campus stakeholders and triage ticket queues to meet SLA.

Job description

The Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and have experience in desktop service with hardware and software installation, diagnosis and repair; strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The incumbent should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner and have demonstrated ability to work with colleagues in a higher education environment. This position will also be the technical support between Information Technology Solutions (ITS) and vendors for various hardware and software issues for campus stakeholders. The Technician must possess and apply both business and technical expertise on moderately complex aspects of various technical issues and administration of business applications, desktop hardware, point‑of‑sale, digital signage, smart temps, time‑keeping hardware as well as any new initiatives/projects that are implemented. This position will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customers on technical issues and projects. The incumbent must be a self‑starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work with some independence and collaborate with other units across campus as needed. The Technician will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and un‑managed environments. This position will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA.

The positions are classified as on‑site.

The full salary range for the Desktop Support Technician is $32.00 - $48.72 per hour. However, the pay scale for this position is up to $32.81 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, UCR is unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.