IT Support Analyst II — Lead Desktop Support & Training

University of California - Davis; Davis (CA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Health plans

Holiday, vacation and sick time

Professional development courses

On-site wellness resources

Job summary

University of California, Davis is seeking a Business Technical Support Analyst 2 to provide advanced technical consultation, troubleshooting, and end-user support across teaching, research, and administrative computing environments on the Davis campus. The role includes training, documentation, and hands-on leadership for student desktop support analysts.

The position is based on-site with duties spanning hardware, software, networking, and security practices, with opportunities to mentor up to

Qualifications

• Advanced technical support and consulting across computers, printers, software and networks.
• Experience with Windows, macOS, Linux client OS and common office apps.
• Experience handling incidents via ITSM ticketing systems.
• Familiarity with DHCP, DNS, TCP/IP, VPN, switches and firewalls.
• Scripting and automation using Bash, PowerShell, Python, or similar.
• Knowledge of UC IT security frameworks and standards.
• Ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Provide Tier 2 advanced consultation and support for escalated issues.
• Troubleshoot hardware, software, networking, and peripherals in varied environments.
• Analyze, install, configure, maintain, and evaluate computing systems.
• Develop and test hardware/software solutions and report findings.
• Build and maintain positive customer relationships and satisfaction.
• Develop and deliver technical training and documentation.
• Instruct faculty, staff, students, and techs on supported technologies.
• Evaluate competencies and provide recommendations to supervisors.
• Lead direction to up to 25 student desktop support analysts.
• Recruit, onboard, and train student employees; manage schedules and quality.

Skills

Advanced technical support

Windows/macOS/Linux

ITSM ticketing

Networking basics

Scripting languages

IT security standards

Technical communication

Job description

University of California, Davis is seeking a Business Technical Support Analyst 2 to provide advanced technical consultation, troubleshooting, and end-user support across teaching, research, and administrative computing environments on the Davis campus. The role includes training, documentation, and hands-on leadership for student desktop support analysts.

The position is based on-site with duties spanning hardware, software, networking, and security practices, with opportunities to mentor up to