Business/Tech Supp Analyst 2 - Client Services - F/T Varied


Updated: May 10, 2023
Location: Orange
Job Type:
Department: Client Services



UC Title: BUS TCHL SUPP ANL 2 TX

Position Number: 40988186

Reports to: Business/Tech Support Supv 2

Working Title: Business/Tech Supp Analyst 2

Cost Center: Client Services (428546)

Bargaining Unit: UPTE

FLSA: Nonexempt

Date Created: 5/04/2023

Job Code: 007359

Hours: 40

Shift: Not Applicable

FTE: 1

Position Summary:

Incumbent will respond to customer service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including, but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; Consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; Assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; Follows established policies, procedures or specific instructions; Provides quality support with a high degree of customer satisfaction, technical expertise and timeliness.

Total Compensation

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our:

Compensation practices (https://www.hr.uci.edu/partnership/totalrewards/compensation.php) and

Benefits (https://careersucirvine.ttcportals.com/pages/benefits).

Salary Range:

Hourly Rate Minimum $26.81 Midpoint $34.97 Maximum $43.13

Core Organizational Functions:

ACCOUNTABILITY: Responsible for the achievements and success of UC Irvine Health. Follows through and meets commitments; accountable for own actions and supportive of colleagues; presents self in appearance and actions in a manner that conveys professionalism and pride in area of responsibility; projects a positive presence and ensures that work related or personal frustrations are kept separate from patient care and professional activities; takes responsibility for problems and solutions; follows existing policies and procedures.

RESPECT: Foster an environment of mutual respect and trust among ourselves and with all whom we serve. Is always compassionate and empathetic for both patients and team members; makes eye contact, smiles and or greets every individual using the individual's name, if known; treats all guests and co-workers with the utmost respect, dignity, courtesy and respects their confidentiality; arrives to meetings on time; keeps personal conversations with other employees offstage, out of earshot of patients and visitors.

INTEGRITY: Tells the truth and strives to earn the trust of those around us. Takes pride in their work, being honest and accountable in their words and actions; meets or exceeds department defined service expectations; makes the right decision in the best interest of UC Irvine Health.

INNOVATION: Seeks ideas and approaches that can change the way the world discovers, teaches and heals. Approaches work creatively and continuously looks for new and flexible ways to solve problems; encourages and implements ideas to improve safety, customer service and operational performance; works to create efficient and effective systems so that time is not spent repeating and fixing problems; initiates and supports change.

SERVICE: Collaborates to effectively and compassionately serve our patients, each other and the community. Anticipates customer's needs; maintains a calm, quiet, healing environment; accepts assignments graciously and carries out duties with pride; recognizes that every individual has an area of expertise and his/her contribution is valuable; keeps patients, families, customers and team members informed about time, thanks the person for waiting, and apologizes for delays.

EXCELLENCE: Committed to achieving the highest level of excellence in patient care, discovery and education. Demonstrates pride; practices humility; embraces greatness; encourages and praises others for work well done; learns to grow developing self and others personally and professionally; is accurate and strives for excellence; creates a positive and productive work climate.

Required Qualifications:

Ability to document resolutions clearly within a ticket system and knowledgebase

Ability to establish and maintain effective working relationships across the Health System

Ability to maintain a work pace appropriate to the workload

Must demonstrate customer service skills appropriate to the job

Excellent written and verbal communication skills in English

Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required

Knowledge of MS Office Suite, Windows OS, and MAC OS

Knowledge of Apple and Android mobile devices

Proficient with Active Directory Users and Computers

Experience with remote support tools

Ability to troubleshoot and resolve issues using remote control and screen sharing tools

Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)

Experience with ticket tracking system

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Demonstrated knowledge of proper telephone usage and etiquette

Preferred Qualifications:

Knowledge of ITIL best practices

Knowledge of ITSM ticketing system

Certifications or College Courses in the Information Technology area

Knowledge of University and medical center organizations, policies, procedures and forms

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
  
• Legal Right to Work in the United States
  
• Vaccination Policies
  
• Smoking and Tobacco Policy
  
• Drug Free Environment
  

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
  

• E-Verify
  
• Pre-Placement Health Evaluation
  

Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.


To apply, visit https://careersucirvine.ttcportals.com/jobs/12720962-business-slash-tech-supp-analyst-2-client-services-f-slash-t-varied





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