Field Service Technician

IT Field Service

Full Time

69841BR

Job Summary

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction, and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades. The incumbent will act as an internal escalation point for complex problems, and projects and may lead a team of Field Technicians.

Applies skills as a seasoned, experienced business / technical support professional with a full understanding of industry practices and unit/department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and test new technologies including performing simple to moderate cost/benefit analyses.

This position requires frequent traveling between all UCSF and affiliate sites and locations in California, Approximately 75% of the work week will require traveling to UCSF and affiliate sites and locations in California. Travel and mileage will be able to be expensed via UCSF travel policy.

Department Description

UCSF IT is a highly complex environment that interacts with many IT service providers within the UCSF community, as with the Campus Medical Center, ZSFG, and BCH Oakland IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

Required Qualifications

• This position requires flexibility to orient and work at all UCSF Campus, Medical Center, ZSFG, and BCH Oakland locations.
• Bachelor’s degree in a related area and 3-5 years relevant experience and/or equivalent experience/training.
• California driver’s license (CDL).
• Travel up to 75% to all UCSF and affiliate sites and locations in California.
• Minimum three years of experience in a desktop support or help desk position, supporting Windows and Apple devices in a complex networked environment, or equivalent experience.
• Demonstrated expert proficiency in supporting MS Windows 7, Windows 10, Macintosh OS X, MS Office, and Office 365.  Advanced proficiency with troubleshooting MS Word, Excel, and Outlook. (usually 3-5 years)
• Advanced thorough knowledge of desktop and business / technical support systems.
• Act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs and making recommendations for updates to IT Field Services hardware standards.
• Excellent customer service skills. Must demonstrate situational awareness & professionalism.  Ability to work with all levels and technical abilities while resolving issues that require intervention from other service providers.
• Demonstrated capacity for analytical thinking and rapid problem-solving in a fast-paced environment.
• Advanced Skills and abilities necessary to complete the most technical business / technical support functions.
• High degree of self-motivation.  Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills. Ability to maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• High degree of flexibility and responsiveness, willingness to re-prioritize based on daily operational demands.
• High degree of collaboration skills and the ability to work well in small teams and cross-functionally. Knowledge of Collaboration tools & Services.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.  Ability to apply that knowledge to improve services and processes.
• Demonstrated skill in project management processes. Demonstrated ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations.
• Extensive experience in the use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill in providing technical training to users at various levels of skill. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
• Experience at providing technical and administrative work direction.
• Advanced skill at creating technical documentation for complex processes and applications.
• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Broad knowledge of IT-related products and services. General knowledge of other areas of IT.
• Demonstrated advanced skill in configuring, troubleshooting, and supporting end-user client systems including desktop, laptop, and mobile computing devices.
• Working knowledge of enterprise system functions, dependencies, and interactions and the ability to use this information to troubleshoot.
• Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate/escalate issues appropriately.

Preferred Qualifications

• Advanced proficiency with troubleshooting MS Access, PowerPoint, Visio, and Project.
• In-depth understanding of divisional or institutional business processes to provide the highest level of support.
• Experience in the use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.
• Advanced experience with Incident Management and Asset Management systems
• Experience working in academic, healthcare, and/or research settings
• Thorough knowledge of the unit’s business processes. Working knowledge of organization computer requirements, recommendations, and policies including security standards.
• Familiarity with both SEP & McAfee Antivirus
• Relevant technical certification (Microsoft Certified Technician, Apple Certified Technician, CompTIA A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)
• A valid California state driver’s license is preferred since auto travel is required
• Experience supporting the following applications (Apex/EPIC, ImageNow, WorkFront, Caradigm/Imprivata SSO, Dragon Naturally Speaking, DEXIS, & SoftLab)
• Network troubleshooting and problem-solving skills, including NAT – Network Addressable Translations
• Understanding of APeX/EPIC LWS printer mappings and ability to create EPS queues within APeX/EPIC
• Familiarity with the SF Department of Public Health Medical Center and their EHR, Epic.
• Familiarity with VMware Horizon and Location-Based Printing. Familiarity with supporting other Psych EMR’s like Avatar, Methasoft.
• Familiarity with supporting computers on protected networks using Cisco ISE.
• Hospital support experience is preferred.

License/Certification

• California driver’s license (CDL).

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Code and Payroll Title

007358 BUS TCHL SUPP ANL 3 TX

Job Category

Clinical Systems / IT Professionals

Bargaining Unit

University Professional Technical Employees – Technical Unit (UPTE-TX)

Location

Various Work Sites

Additional Shift Details

Monday – Fridays, hours 7:00am-4:00pm/8:00am-5:00pm/9:00am-6:00pm-TBD, weekends and on-call may be required