Remote IT Service Desk Analyst – Level II

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

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