IT Service Desk Analyst (24/7) — Complex Issue Support

UCSF Health; Brisbane (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

UCSF Health is seeking a mid-level Service Desk analyst to provide desktop support to end-users across our campus. You will handle complex calls, apply policies, and maintain secure information while upholding high customer-service standards.

As a mentor to junior staff, you may take on Level II escalations, contribute to the Knowledge Base, and participate in night, weekend, or on-call rotations to ensure 24/7 service levels across all UCSF Medical Center locations.

Qualifications

• 3+ years IT support experience.
• Proficiency in Windows and macOS in a networked environment.
• Experience supporting mobile devices (iPhones and Androids).

Responsibilities

• Provide desktop support to end-users.
• Resolve complex issues or escalate to Level II as needed.
• Maintain and contribute to Knowledge Base (KB).
• Mentor junior staff and participate in Level II escalations.
• Communicate technical concepts clearly in written and verbal form.

Skills

Windows

macOS

Mobile devices

Enterprise systems

Customer service

Problem solving

Communication

Education

Bachelor’s degree

Job description

UCSF Health is seeking a mid-level Service Desk analyst to provide desktop support to end-users across our campus. You will handle complex calls, apply policies, and maintain secure information while upholding high customer-service standards.

As a mentor to junior staff, you may take on Level II escalations, contribute to the Knowledge Base, and participate in night, weekend, or on-call rotations to ensure 24/7 service levels across all UCSF Medical Center locations.