IT Field Service Technician

IT – Field Services

Full Time

69400BR

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.

This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems.  The incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).  At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies.  The incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. The incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. The incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote, and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbents must be flexible with scheduling and willing to work nights and weekends.

Applies professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.

Department Description

UCSF ITS is a highly complex environment that interacts with many IT service providers within the UCSF community, as with the Campus and Medical Center 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

• Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
• Bachelor’s degree in Computer Science, Information Systems, or a similar degree. In lieu of a degree, a minimum of one year of additional relevant experience.
• Ability and flexibility to support a 7×24 clinical environment with potential on-call responsibilities.
• 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. Ability to develop and deliver advanced desk-side training, basic desk-side training, and basic group training.
• Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
• Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
• Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
• Demonstrated skill in configuring, troubleshooting, and supporting escalated end-user client systems including desktop, laptop, and mobile computing devices – Windows, Macintosh, Android, and iOS.
• Broad knowledge of enterprise system functions, dependencies, and interactions and the ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
• Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
• Advanced skill at creating technical documentation for complex processes and applications.
• General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
• Working knowledge of the unit’s business processes. Working knowledge of organization computer requirements, recommendations, and policies including security standards.
• Effective skills in technical and administrative work direction, and proficiency in project management basics.
• Demonstrated judgment to delegate/escalate issues appropriately. A high degree of self-motivation and flexibility. 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.
• Understanding of IT Service Management, incident and request management within an Enterprise environment
• Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. A high degree of collaboration skills and the ability to work well in small teams and cross-functionally. Knowledge of Collaboration tools & services.
• Demonstrates problem-solving skills.
• Excellent customer service skills.

Preferred Qualifications

• Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)
• A valid California state driver’s license is preferred, since auto travel to other sites may be required

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

007359 BUS TCHL SUPP ANL 2 TX

Job Category

Clinical Systems / IT Professionals

Bargaining Unit

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

Location

Mission Bay (SF), Parnassus Heights (SF)

Shift

Days, Evenings, Weekends

Additional Shift Details

M-F, 3pm -12 midnight (Swing Shift)