Payroll Title:
BUS TCHL SUPP ANL 3 TX Department:
FAC PRAC ADMINISTRATION Hiring Pay Scale
$34.11 – $61.80 / Hour Worksite:
Various Appointment Type:
Career Appointment Percent:
100% Union:
TX Contract Total Openings:
1 Work Schedule:
Variable, 8 hour shifts, Monday – Friday; some weekends
#123851 Business Tech Support Analyst – Lead
Filing Deadline: Fri 7/7/2023
Apply Now
UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment : Apply by 06/27/23for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants : Apply by 07/07/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
DESCRIPTION
Business / Tech Support Analyst Lead: 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.
Level 3: Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions.
Applies skills as a seasoned, experienced business / technical support professionalwith a full understanding of industry practices and unit / department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Demonstrates effective judgment in selecting methods and techniques for obtaining solutions. Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses
Key Responsibilities:
- Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact. Designs tests for new hardware, software and configurations to mimic end user behavior and oversees testing process and provides results to developers or system administrators. Manages larger user content migration across hardware or software environments. Analyzes and prepares various levels ofinternal and external-facing documentation used by end users across the institution. Creates, analyzes, summarizes and monitors usage reports. Escalates software problems to development team. Coordinates user acceptance activities.
- Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks. Implements and configures settings in services and systems to comply with business rules at a campus, medical center or other university entity. Understands marketplace and technology trends relative to user needs to provide input to technology and support direction for a campus, medical center or other university entity. Provides strategic input to system redesign or development efforts based on user needs. May build test scripts.
- Manages projects. Scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels. Provides technical training to junior employees. Other duties as assigned.
MINIMUM QUALIFICATIONS
- Seven (7) years of related experience, education/training, OR a Bachelor’s degree in related area plus three (3) years of related experience/training.
- Professional experience, and proven success, providing information systems support and management in a large scale organization.
- Thorough knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions.
- Proven skill at project management processes. Ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
- Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
- Requires effective interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. Skill providing technical training to users at various levels of skill. Experience developing and administering formaltechnical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
- In-depth understanding of divisional or institutional business processes to provide the highest level of support.
- Experience at providing technical and administrative work direction.
- Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.
- Advanced skill at creating technical documentation for complex processes and applications.
- In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
- Broad knowledge of IT-related products and services. General knowledge of other areas of IT.
- Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
- Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
- Thorough knowledge of unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
- Strong problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support. Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures.
PREFERRED QUALIFICATIONS
- Experience in a healthcare environment.
- Lead/Supervisory experience.
- Inventory/Asset Management, Customer Support, and Queue Management experience.
SPECIAL CONDITIONS
- Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
Pay Transparency Act
Annual Full Pay Range: $71,232 – $129,036 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $34.11 – $61.80
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
Apply Now
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community .
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.