IS Support Analyst: Hybrid Onsite & Remote Expert

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

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.