Desktop Support Analyst

The Specialized Desktop Support Services team within the Office of Information Technology (OIT) at UC Irvine provides desktop and desktop infrastructure support across a modern Microsoft and Apple environment. In this onsite Desktop Support Analyst role, you will help keep end users productive by resolving issues across Office365, Windows, Mac, and OneDrive, while contributing to evaluation and testing of new technologies.

What you’ll do

• Under the general supervision of the Operations Supervisor, provide technical solutions for a wide range of issues and applications, applying industry practices and UC Irvine unit and departmental computing policies.
• Deliver day-to-day desktop and desktop infrastructure support to the Specialized Desktop Support Services team.
• Use effective judgment to select methods and techniques to obtain solutions.
• Evaluate and test new technologies, including performing simple to moderate cost and benefit analyses.

Core support capabilities

• Provide hands-on troubleshooting and support for end user client systems, including desktop, laptop, and mobile computing devices.
• Use and apply networking knowledge, including DHCP and TCP/IP, to support issue isolation.
• Construct and execute test plans for hardware and software, including testing, analyzing results, and producing reports with conclusions and recommendations.
• Demonstrate strong understanding of enterprise system functions, dependencies, and interactions to troubleshoot effectively.
• Create and maintain technical documentation for complex processes and applications.

Requirements

• Thorough knowledge of desktop and business/technical support systems, including the skills required for the most technical support functions.
• Demonstrated skill with project management processes.
• Extensive experience using and knowing Mac and Windows Operating Systems.
• Demonstrated ability to configure and customize moderately complex software.
• Experience developing and administering formal technical training for users at a variety of skill levels, including the ability to provide technical training.
• Ability to elicit and communicate both technical and non-technical information clearly and concisely.
• In-depth knowledge of divisional or institutional business processes, plus thorough knowledge of unit business processes.
• Experience providing technical and administrative work direction.
• Experience with complex scripting languages.
• In-depth understanding of server internals, especially for troubleshooting and isolating issues.
• Broad knowledge of IT-related products and services, plus general knowledge of other areas of IT.
• Demonstrated judgment to delegate or escalate issues appropriately.
• Adhere to UC Irvine OIT cultural values: Collaboration, Respect, Trust, Transparency, Quality, Inclusiveness, Customer Centricity, and Learning and Growth.
• VMware experience setting up and troubleshooting Virtual Desktop Machines.
• Experience ordering and managing hardware requests.
• Must have a Bachelor’s degree in a related area and/or equivalent experience/training.
• 3–5 years of experience in desktop support.

Technologies you’ll work with

• Office365, Windows, Mac, OneDrive
• DHCP, TCP/IP
• VMware, Virtual Desktop Machines
• Complex scripting languages

Benefits

• Medical insurance
• Sick and vacation time
• Retirement savings plans
• Access to a number of discounts and perks

Preferred qualifications

• Dell/Apple certified
• CompTIA A+, ITIL, or other relevant IT Support certifications

Special conditions and employment requirements

• May require on-call support after hours or on weekends.
• Required to hold a valid driver’s license and have a driving record in accordance with local policies/procedures and/or enroll in the California Employer Pull Notice Program.
• Background Check and Live Scan
• Employment Misconduct*
• Legal right to work in the United States
• Vaccination policies
• Smoking and Tobacco Policy
• Drug-free environment
• Misconduct Disclosure Requirement: disclose any final administrative or judicial decisions within the last seven years determining misconduct, notice of allegations or current administrative or disciplinary proceedings involving misconduct, and departures after receiving notice of allegations
• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Location: Irvine, CA (onsite)

Pay: USD 40–71 per hour