IT Support Specialist

University of California, Davis; Davis (CA); On-site; USD 48,000 - 79,000; Full time

Job summary

The University of California, Davis is seeking an IT Support Specialist to provide Tier 1 and 2 support and endpoint engineering for the NBRI community. You will deploy and manage Windows and macOS devices, configure Intune, Autopilot, BigFix and JAMF, and ensure security, patching and compliant configurations.

You will work with senior staff on server and VM infrastructure, assist with instrument and imaging systems, and maintain documentation, inventory and service records in ServiceNow,

Qualifications

• Bachelor's degree in related area or equivalent experience.
• IT experience to independently resolve incidents and problems in Windows and macOS environments.
• Experience with enterprise endpoint management and software distribution tools.
• Experience with Active Directory and Entra ID, Group Policy, and Microsoft 365 apps.

Responsibilities

• Provide Tier 1 and Tier 2 IT support and endpoint engineering for NBRI users.
• Deploy, configure, secure, maintain and refresh Windows and macOS desktops and mobile devices using Intune, Autopilot, BigFix and JAMF.
• Manage incidents and service requests in ServiceNow from initial contact to resolution.
• Support server/VM infrastructure and compute attached to lab instruments and research equipment.

Job description

Job Summary

Under the direction of the IT Supervisor, provide Tier 1 and Tier 2 technical support and endpoint engineering for the NBRI research, veterinary, and administrative community. Document, track and manage IT incidents and service requests in the UC Davis ServiceNow IT Service Management system from initial contact through resolution. Provide support via telephone, email, remote support tools and in person at client work areas. Deploy, configure, secure, maintain and refresh Windows and macOS desktops, laptops, tablets and mobile devices using modern endpoint management tooling including Microsoft Intune, Windows Autopilot, BigFix and JAMF. Build and maintain standard device configurations, application packages, operating system deployments and patch and vulnerability remediation activities in compliance with campus and UC security policy. Administer user accounts, groups and access permissions in Microsoft Active Directory and Microsoft Entra ID. Under the direction of senior IT staff, support institute server and virtual machine infrastructure, including virtual machine lifecycle tasks, guest operating system maintenance and documented operational procedures. Support computing attached to laboratory instruments, imaging systems and other specialized research equipment. Maintain hardware and software inventory and lifecycle records and support the institute computer refresh program. Follow documented procedures, develop and maintain unit documentation, and work on short term and long-term project assignments within the IT unit.

Qualifications

Minimum Qualifications

• Bachelor's degree in related area and / or equivalent experience / training.
• Information technology experience to independently research, plan, test, document and resolve incidents and problems, including technical experience to troubleshoot and maintain PC and Mac hardware, current operating systems and related software applications. Experience supporting and administering current Microsoft Windows client operating systems, including Windows 10 and Windows 11, in an enterprise or institutional environment. Experience supporting current macOS client operating systems, including deployment, configuration and application support.
• Experience with enterprise endpoint management and software distribution tools, such as Microsoft Intune, Windows Autopilot, BigFix, JAMF or Microsoft Configuration Manager, including operating system deployment, application packaging and distribution, configuration policy and patch management. Experience administering user accounts, groups and access permissions in Microsoft Active Directory and Microsoft Entra ID, including Group Policy or cloud based configuration policy. Experience providing technical support for Microsoft 365 applications, Exchange Online and Outlook, Teams, OneDrive and SharePoint, web browsers, PDF tools and other productivity applications. Supported wired and wireless networking, VPN and remote access, and multifactor authentication, including troubleshooting connectivity, addressing and name resolution issues at the client level. Supported mobile devices, including iOS and Android enrollment, configuration, security policy and application access.
• Experience with endpoint security practices, including patch and vulnerability remediation, disk encryption, endpoint protection and device compliance reporting. Experience with physical and logical disk management, data encryption, printer and peripheral device drivers, and current peripheral connection technologies. Used an IT service management or ticketing system, such as ServiceNow, to document, track, prioritize, escalate and resolve incidents and service requests. Experience with hardware and software asset inventory and lifecycle tracking, procurement support, and secure data sanitization and disposal. Assimilated technical concepts, terms and material, and explaining this material to non-technical clients.
• Interpersonal and customer service skills to work effectively and professionally with a diverse research, veterinary, animal care and administrative community. Organizational skills to manage multiple concurrent assignments, prioritize competing requests, work independently with minimal supervision, and meet deadlines. Written communication skills to produce clear technical documentation, standard operating procedures and client facing instructions.

Preferred Qualifications

• Experience with Windows Server or Linux server installation, configuration, patching, administration and security hardening.
• Experience supporting virtualized server infrastructure, such as Nutanix AHV, VMware or Hyper-V, including virtual machine provisioning and guest operating system maintenance.
• Experience supporting a migration from on premises Active Directory to Microsoft Entra ID, or supporting a hybrid identity environment.
• Experience supporting computing attached to laboratory instruments, imaging or picture archiving and communication systems, or other specialized scientific or clinical equipment in a research, clinical or regulated environment. Experience with scripting and automation, such as PowerShell, Bash or Python, to automate deployment, configuration, reporting and routine administrative tasks.
• Experience with vulnerability management tooling, such as Tenable or Nessus, and with remediation and reporting workflows.
• Experience with asset discovery and inventory platforms, such as Lansweeper, including reporting and data quality maintenance. Experience with backup and restore operations, including restore testing and documentation.
• Experience with UC Davis campus computing resources, including campus network and address management services, security operations, data center and communication resources, and the ability to use these resources for problem resolution.
• Experience developing and applying creative and innovative concepts to problem resolution. Experience working as a team player in a service oriented environment, including guiding, reviewing or mentoring the work of student employees or junior technical staff.
• Knowledge of UC Business and Finance Bulletin IS-3, HIPAA, or other regulated or protected data requirements in a research environment.

Key Responsibilities

• 50% - Desktop, Endpoint and Mobile Device Support and Engineering
• 15% - Laboratory, Imaging and Specialized Research Systems Support
• 25% - Identity, Systems and Infrastructure Support
• 10% - Documentation, Training and Continuous Improvement

Department Overview

The NBRI Information Technology Services Unit provides desktop, mobile device, endpoint engineering, identity, security, server, storage, network, application and database support to more than 300 users on and off site. The team also manages applications and databases containing research data supporting a variety of multidisciplinary operations, both research and business, and historical animal data on the 4,000 or more non-human primates housed at the institute.

The National Biomedical Research Institute, NBRI at UC Davis, formerly the California National Primate Research Center, is an Organized Research Unit that conducts interdisciplinary research programs on significant human health problems where the non-human primate is the animal of choice. In addition to its major efforts in the area of research, NBRI is also committed to both UC Davis and NIH missions of teaching and service.

Position Information

• Salary or Pay Range: $35.26/hr. - $57.13/hr.
• Salary Frequency: Hourly
• Salary Grade: STEPS
• UC Job Title: BUS TCHL SUPP ANL 2 TX
• UC Job Code: 007359
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100% Fixed
• Shift (Work Schedule): Manager will advise
• Location: Davis, CA
• Union Representation: TX-Technical Professionals
• Benefits Eligible: Yes
• This position is 100% on-site

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity check. This position is primarily on site. Limited remote flexibility for administrative work may be granted with supervisor approval and is subject to operational need. The position supports on site hardware, laboratory equipment and infrastructure and cannot be performed remotely. Measles vaccination or proof of illness required. This position is subject to Medical Surveillance procedures and review in accordance with Federal and State Laws and Regulations and University Policy. Work in and around animal facilities requires the use of personal protective equipment and participation in the occupational health program. Restricted vacation during peak workload periods. Work irregular shifts, including weekends, holidays, and evenings. Work overtime and occasional weekends on short notice to support scheduled maintenance, migrations and service outages. This position is designated as supporting institution electronic information resources and is expected to comply with UC Business and Finance Bulletin IS-3, Electronic Information Security, and all applicable campus and institute security policies and standards. NBRI employees are directly or indirectly engaged in the performance of work on Federal or State contracts and grants as well as periodically come into contact with controlled substances, and are expected to abide by the UC Policy on Substance Abuse, the Federal Drug-Free Workplace Act of 1988, and the State Drug-Free Workplace Act of 1990.

Special Requirements

This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

The University of California, Davis is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.