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Core Tech Services Analyst at University of California - Santa Cruz

Posted in Other 30+ days ago.

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Type: Full Time
Location: Santa Cruz, California





Job Description:

Job Number
1908795

Recruitment Type
Open

Job Title
Core Tech Services Analyst

Division
Information Technology Services [312]

Department
Core Technologies

Hiring Unit
Core Technologies

Job Open Date
05-17-2019

Position is open until filled; initial review of application materials will begin on:
06-09-2019

Appointment Type
Career [2]

Start Date
Immediate Opening

End Date
None

Shift Differential
No

Furlough
No

Furlough time period

Schedule
Full time

Days per week
5

Average hours per day
8

Percent of Time
100%

Fixed or Variable*
Fixed

Average hours per week
40

Days of the week
Monday - Friday

Shift
Days

Additional Comments
Information Technology Services is the campus innovation nexus that supports and amplifies the value of research, teaching, learning and digital experiences at UCSC. Our guiding principles are integrity, client focus, teamwork, knowledge, fulfillment.

We are a group of enthusiastic people who produce extraordinary results. We are looking for people who are deeply curious, hard working, ambitious and kind.

We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality, experience and value to our constituents. We care deeply about developing a high performing organization through recruiting and developing highly talented and diverse staff. We invest in career paths and career development, devoting a significant amount of resources to skill and career development for our staff.

ITS promotes two areas for skill growth:
1. Developing generalizing specialists by focusing on technical depth and breadth.
2. Growing service and product expertise.

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This position requires passing a pre-employment criminal history background check. Selected candidates cannot begin work until passing their background check. Please note: Time required to complete this process may vary and can be lengthy.

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Salary Information
Starting Salary Range: $24.78-$28.74/hourly.
Salary commensurate with qualifications and experience.

Benefits Eligibility
This position is eligible for Full benefits.

Classification
BUS TCHL SUPP ANL 2 TX [7359]

Personnel Program
Union Represented

Salary Grade
Not Applicable

EEO/Affirmative Action Statement
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

Summary Statement
The Information Technology Services (ITS) Core Technologies Service Analyst provides the contact point for processing service requests for network and telephony. The incumbent works with customers to determine which services will best meet their needs, develops telephone and cabling work orders for our field operations staff to fulfill and bills for services. The Core Technologies Service Analyst may provide basic programming changes using the telephone and network switches to establish or change services. Additionally, the incumbent is expected to provide intermediate level (Level 1 and 2) trouble shooting and problem resolution on campus network and telephony problems and to escalate complex technical issues to Network Operations Center (NOC) and Network and Telephony Services (NTS) group. The position plays a critical role in providing or updating technical documentation on the services offered and how the wiring may be connected to provide those services.
This position provides day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, network and related telephony systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, configures and evaluates systems for internal and end user use. Conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.
This position requires a professional who applies acquired job skills, policies, and procedures to complete substantive assignments / projects / tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.

Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action

Qualifications / Competencies
Experience using Ericsson/Aastra PBX telephone system.

Familiarity with telecommunications concepts.

Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

Experience in use and knowledge of networking systems such as Cisco Prime for troubleshooting WiFi issues.

Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop telephines, fax machines and mobile computing devices such as Eduroam and WiFi connectivity.

Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

Working knowledge of MXONe Telephone switch including Command line especially as needed for troubleshooting and isolating issues such as remotely rebooting VOIP phones.

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

Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.

Demonstrates problem-solving skills.

Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.

Effective skills at technical and administrative work direction.

Working knowledge of desktop and business / technical