Senior Desktop Support Technician

The Senior Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service including hardware and software installation, and diagnosis and repair; The incumbent must have a strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The Senior Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner as well as demonstrated ability to work with colleagues in a higher education environment. This position will also be the highest tier of technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The Senior Technician must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, smart temps, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The Senior Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work independently and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and non-managed environments. Incumbent will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA. The Senior Technician, at times, could also be responsible for supervising student staff by providing guidance, training and mentorship. This position seeks to independently streamline, uphold and update processes when necessary with little supervision.

This position is classified as on-site.

The full salary range for the Senior Desktop Support Technician is $71,585.13 to $123,238.91 annually. However, the expected pay scale for this position is UP TO $87,219.54 annually. UCR bases salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, UCR is unable to sponsor or take over sponsorship of an employment Visa for staff.

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of "Up to Date" Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.

Education Requirements

Licenses

Certifications

Demonstrates problem-solving skills. Demonstrated judgment to delegate / escalate issues appropriately.
Ability to elicit and communicate technical and non-technical information in a clear and concise manner and develop technical documentation for complex processes and applications.
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill.
Demonstrated ability to configure and customize moderately complex software. Demonstrated ability to construct and execute test plans for hardware and software.
Understanding of divisional or institutional business processes to provide the highest level of support. Broad knowledge of IT-related products and services. General knowledge of other areas of IT.
Demonstrated skill in providing excellent customer service.
Working knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
Demonstrated skill at project management processes.
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.

Thorough knowledge of desktop and business/technical support systems.

Thorough knowledge of Information Technology Solutions' and UCR's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.

Advanced skill at creating technical documentation for complex processes and applications.

In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.