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, and timekeeping hardware / software, as well as any new initiatives/projects that are implemented. This position is responsible for efficiently managing and performing the specification, installation, deployments and maintenance of computer hardware and software in both managed and non-managed environments. The incumbent will work collaboratively with our stakeholders (students, staff, faculty, alumni, affiliates, parents) 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. The Senior Technician is also responsible for supporting student staff by providing guidance, training and mentorship, through creation of Knowledge Base articles, adding relevant information to tickets that students can resolve with guidance, and by monitoring the helpdesk chat channels for unanswered questions. The Senior Technician will be expected to utilize approved UCR AI tools to streamline internal business processes, and to write, maintain, and improve campus Knowledge Base articles, as well as other projects as assigned. 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. This position seeks to independently streamline, uphold and update processes when necessary with little supervision. The Senior Technician may act as a lead for certain tasks when the supervisors are absent or otherwise unavailable. This position is classified as on-site. The full salary range for the Senior Desktop Support Technician is $78,967.70 - $135,948.54 annually. However, the pay scale for this position is up to $93,867.78 annually. We base 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 University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

• degree Bachelor's degree in related field and/or equivalent experience/training. Required

• experience 5-10 years of experience Required

• Occasional travel for university related business meetings, conferences and/or professional development. required Required

Demonstrated skill at project management processes. 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. Demonstrates problem-solving skills. Demonstrated judgment to delegate / escalate issues appropriately. 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 in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. Demonstrated skill in providing excellent customer service. 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 ability to configure and customize moderately complex software. Demonstrated ability to construct and execute test plans for hardware and software. 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.

• 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.