IS Customer Support Analyst - 141360

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

Job summary

UC San Diego Health is seeking a Customer Support Services Analyst to provide top-tier IS support across hardware, software, and networking. The role blends on-site and remote assistance to keep users productive and safe, with a focus on efficient ticket handling and user satisfaction.

You will diagnose and resolve issues, document steps for knowledge base, and collaborate with software developers and system administrators to implement effective solutions.

Qualifications

• Six years of related experience or a Bachelor's degree with two years of related experience/training.
• Experience in escalated technical support for hardware and software.
• Knowledge of DHCP, TCP/IP networking.
• Troubleshoot end-user desktops, laptops, and mobile devices.
• Broad knowledge of enterprise system functions and dependencies.
• Strong interpersonal and communication skills across levels.
• Ability to document technical processes clearly.
• Experience training users on software and tools.
• General IT knowledge across areas and systems.
• Problem-solving and analytical abilities.
• Understanding of unit business processes and security policies.
• Ability to delegate/elevate issues appropriately.

Responsibilities

• Serve as the first point of contact for IS support requests with a strong customer-service mindset.
• Assist users with navigating and troubleshooting software and hardware.
• Prioritize and manage a high volume of tickets to resolve issues quickly.
• Provide comprehensive hardware, software, and network support.
• Configure, install, and maintain systems and applications.
• Deliver on-site and remote support to minimize end-user downtime.
• Create and maintain knowledge base articles and training materials.
• Collaborate with IT teams to resolve complex issues and escalate when needed.

Skills

Desktop support

Technical support

Networking

End-user devices

Enterprise systems

Communication skills

Server internals

Technical documentation

Technical training

IT knowledge

Problem solving

Business processes

Delegation

Desktop systems

Education

Bachelor's degree in related field

Tools

None

Job description

UCSD Layoff from Career Appointment: Apply by 09/21/26 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Reassignment Applicants: Eligible Reassignment clients should contact their Disability Counselor for assistance.

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 / elevate 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).