IT Service Desk Analyst

University of California - San Francisco; Brisbane (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

The University of California, San Francisco (UCSF) is seeking a mid-level Service Desk Analyst to provide desktop support to end-users across UCSF locations. The role requires balancing technical knowledge with customer service, resolving issues or escalating as needed.

You will assist with maintaining the knowledge base, document solutions in ServiceNow, and mentor junior staff. Candidates should have 3+ years IT helpdesk experience, proficiency with Windows and Mac, mobile devices, and

Qualifications

• 3+ years of IT support experience.
• Proficiency with Windows & Mac in a networked environment.
• Experience with mobile devices (iOS/Android).
• Strong problem-solving and communication skills.
• Familiarity with UCSF IT policies and regulatory requirements.

Responsibilities

• Take inbound requests via phone, email, chat, or ticket and resolve or escalate as needed.
• Provide frontline desktop support to end-users and maintain quality documentation.
• Record issues and solutions in ServiceNow; contribute to knowledge base updates.
• Act as a Level II resource for more complex escalations and mentor junior staff.

Skills

IT support

Windows

Mac OS

Mobile devices

Customer service

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Active Directory

ServiceNow

ITIL

Job description

This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately elevate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

DEPARTMENT OVERVIEW

As a 24/7 single point of contact for all IT needs, we are here to support UCSF's mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes.

The UCSF IT Service Desk is a one-stop shop for all IT needs. With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat).

We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children's Hospital, Benioff Children's Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments. With an overall customer satisfaction rating of 95%, we take pride in our work!

KEY RESPONSIBILITIES

• 75%
• Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
• Effectively escalat(e?) issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
• 5%
• Major Incident tracking and customer notifications
• 5%
• Level II duty assignment as applicable - Involves resolution or routing of issues escalated from Level I.
• Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle.
• May include Deskside/Field work at specific locations
• 5%
• Act as a peer mentor to junior level staff
• 5%
• Own and maintain knowledge base articles
• 5%
• Other special projects as assigned

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
• Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
• Broad knowledge of enterprise systems and how they related to one another
• Demonstrates problem-solving skills
• Excellent communication skills in both verbal and written

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent trainingin a related area
• Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
• Experience working in an academic health care, healthcare, or university environment
• Experience working in a Service Desk, Help Desk, or Call Center environment
• Preferred Certifications:
  • Microsoft Support
  • Apple Support
  • ITIL Foundations
  • HDI Support Center Agent

ABOUT UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

PRIDE VALUES

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

EQUAL EMPLOYMENT OPPORTUNITY

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.

SALARY INFORMATION

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html