Business/Tech Support Analyst 2 - Client Services - F/T, Variable


Updated: Nov 13, 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 $27.75 Midpoint $36.20 Maximum $44.64

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

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

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/13590850-business-slash-tech-support-analyst-2-client-services-f-slash-t-variable





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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.

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