IT Support & Customer Experience Analyst

San Diego Supercomputer Center; San Diego (CA); On-site; USD 45,000 - 72,000; Full time

Job summary

UC San Diego Health seeks a Customer Support Services Analyst to join the Information Services team, delivering top-tier technical support across hardware, software, and network issues. This role emphasizes superior user experience, hands-on problem solving, and effective communication with diverse users.

The successful candidate will train end-users, document solutions, and collaborate with software developers and system administrators to ensure enterprise applications run smoothly and securely.

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.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Customer service

Technical support

Networking concepts

Documentation skills

Education

Bachelor’s degree in related area

Job description

UC San Diego Health seeks a Customer Support Services Analyst to join the Information Services team, delivering top-tier technical support across hardware, software, and network issues. This role emphasizes superior user experience, hands-on problem solving, and effective communication with diverse users.

The successful candidate will train end-users, document solutions, and collaborate with software developers and system administrators to ensure enterprise applications run smoothly and securely.