IS Customer Support Analyst - 141360

UC San Diego Health; San Diego (CA); On-site; USD 68,000 - 109,000; Full time

Job summary

UC San Diego Health is seeking an IS Customer Support Analyst to join Information Services. The role blends field support and service desk activities to troubleshoot hardware, software, and network issues for a diverse user base.

Responsibilities include delivering on‑site and remote assistance, training end‑users, and documenting solutions for knowledge bases. A strong customer‑service mindset and cross‑team collaboration are essential.

Qualifications

• Six years of related experience or a BA with two years of related experience.
• Experience in escalated technical support across hardware and software.
• Knowledge of networking protocols and end‑user device troubleshooting.
• Ability to create technical documentation and user training materials.

Responsibilities

• Serve as first contact for IS support requests with strong customer service.
• Provide hardware, software, and network troubleshooting for end users.
• Deliver on‑site and remote support, balancing field and service desk work.
• Create and maintain technical documentation and training for users.

Skills

Customer service

Desktop support

Technical documentation

Troubleshooting

Communication

Escalation handling

Education

Bachelor's degree + 2 years

Tools

Networking (DHCP, TCP/IP)

Job description

Payroll Title

BUS TCHL SUPP ANL 2 TX

Department

INFORMATION SERVICES

Hiring Pay Scale

$32.46 - $52.22 / Hour

Worksite

Moores Cancer Center

Appointment Type

Career

Appointment Percent

100%

Union

TX Contract

Total Openings

1

Work Schedule

Days, 8 hour shifts, Monday-Friday

#141360 IS Customer Support Analyst

Filing Deadline: Thu 10/1/2026

UC San Diego values and welcomes people from all backgrounds. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

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

• Provide comprehensive technical support for hardware, software, and network‑related issues, including desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve software and application issues, ensuring that all installed applications are functioning optimally for end‑users.
• Facilitate software installations, updates, patches, and troubleshooting to minimize disruptions to end‑user productivity.
• Deliver a mix of on‑site and remote support, efficiently addressing technical challenges.

Systems And Tools Management

• Configure, install, and maintain computer systems and applications, ensuring that all software is up‑to‑date and secure.
• Assist in the deployment of new software tools and systems, ensuring seamless integration and operation within the existing IS infrastructure.
• Conduct routine system checks and performance monitoring to proactively identify and address potential issues.
• Work closely with other IS teams to manage system dependencies and ensure smooth operation of enterprise‑wide applications.
• Ability to use a variety of support tools to enhance support capabilities and improve end‑user experience.

Training And Documentation

• Provide one on one training to end‑users on new and existing software applications and tools.
• Contribute to the development of knowledge base articles to streamline support processes and improve user self‑service capabilities.

Collaboration And Communication

• Work closely with other IT teams, including software developers and system administrators, to resolve complex issues and implement effective solutions.
• Communicate effectively with users to understand their needs, troubleshoot issues, and provide clear and actionable solutions.
• Act as a liaison between end‑users and higher‑level technical support when necessary, ensuring that complex issues are escalated and resolved appropriately.
• Communicate effectively with non‑technical stakeholders, providing regular updates on the status of support requests and ongoing issues.

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. – Related experience: Desktop support.
• 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 / escape issues appropriately.

Preferred Qualifications

• Strong technical knowledge of hardware, software, and networking concepts, with experience in both on‑site and remote support environments.
• 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.
• Excellent interpersonal and communication skills, with the ability to work effectively with all levels of technical and non‑technical personnel.
• 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, days, shifts, on‑call and locations based on the 24‑hour Medical Center's business needs.
• Employment is subject to a criminal background check and pre‑employment physical.

Pay Transparency Act

Annual Full Pay Range: $67,776 - $109,035 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $32.46 - $52.22

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).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life‑support certifications (BLS, NRP, ACLS, etc.) must include hands‑on practice and in‑person skills assessment; online‑only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading‑edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

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.

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

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.

Misconduct Disclosure Requirement

• "Misconduct" means any violation of the policies governing employee conduct at the applicant’s previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC’s policies addressing some forms of misconduct:
• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace