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.
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:
Hourly RateMinimum$27.75 Midpoint$36.20 Maximum $44.64
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
Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)
Proficient with Active Directory Users and Computers
Experience with remote support tools
Experience with ticket tracking system
Ability to troubleshoot and resolve issues using remote control and screen sharing tools
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Demonstrated knowledge of proper telephone usage and etiquette
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
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.
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 email@example.com or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI's unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities.