Job Location: San Francisco, CA
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. The incumbent will act as internal escalation point for complex problems, projects and may lead a team of Field Technicians.
Applies skills as a seasoned, experienced business / technical support professional with 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.
Required Qualifications
This position requires flexibility to orient and work at all UCSF Medical Center locations.
- Bachelor’s degree in related area and 3-5 years relevant experience and / or equivalent experience / training.
- Minimum three years of experience in a desktop support or help desk position, supporting Windows and Apple devices in a complex networked environment, or equivalent experience.
- Demonstrated expert proficiency supporting MS Windows 7, Windows 10, Macintosh OS X, MS Office and Office 365. Advanced proficiency with troubleshooting MS Word, Excel, and Outlook. (usually 3-5 years)
- Advanced thorough knowledge of desktop and business / technical support systems.
- Act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs and making recommendations for updates to IT Field Services hardware standards.
- Excellent customer service skills. Must demonstrate situational awareness & professionalism. Ability to work with all levels and technical abilities while resolving issues that require intervention from other service providers.
- Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment.
- Advanced Skills and abilities necessary to complete the most technical business / technical support functions.
- High degree of self-motivation. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
- High degree of flexibility and responsiveness, willingness to re-prioritize based on daily operational demands.
- High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service.
- Understanding of IT Service Management, incident and request management with-in an Enterprise environment. Ability to apply that knowledge to improve services and processes.
- Demonstrated skill at project management processes. Demonstrated 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 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. 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.
- Experience at providing technical and administrative work direction.
- 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 advanced 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.
- Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately.
Preferred Qualifications
- Advanced proficiency with troubleshooting MS Access, PowerPoint, Visio, and Project.
- In-depth understanding of divisional or institutional business processes to provide the highest level of support.
- Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.
- Advanced experience with Incident Management and Asset Management systems
- Experience working in academic, healthcare, and/or research settings
- Thorough knowledge of unit’s business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
- Relevant technical certification (Microsoft Certified Technician, Apple Certified Technician, CompTIA A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)
- A valid California state driver’s license is preferred, since auto travel to other sites may be required
- Experience supporting the following applications (Apex/EPIC, ImageNow, WorkFront, Caradigm/Imprivata SSO, Dragon Naturally Speaking)
- Network troubleshooting and problem-solving skills, including NAT – Network Addressable Translations
- Understanding of APeX/EPIC LWS printer mappings and ability to create EPS queues within APeX/EPIC
About UCSF
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information.
Organization
Health
Job Code and Payroll Title
007358 BUS TCHL SUPP ANL 3 TX
Job Category
Clinical Systems / IT Professionals
Bargaining Unit
University Professional Technical Employees – Technical Unit (UPTE-TX)
Employee Class
Career
Percentage
100%
Location
Parnassus Heights (SF)
Shift
Days
Shift Length
8 Hours
Additional Shift Details
Monday – Friday
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