it service desk analyst

North American Dental Group

<div>Overview:<div></div><div><br>
IT Service Desk Analyst</div><div>
Hybrid - must be on site some</div><div></div><div><br>
Lead with GRATITUDE. Engage with EMPATHY. CARE with COMPASSION. BE Intellectually Curious. Be part of NADG's Tribe!</div><div></div><div><br>
 NADG is the fastest growing dental services organization of scale in the United States and today consists of a network of over 200+ dental practices in 15 states and 25 regional markets, and recently have become the first Transatlantic Dental Service Group! Our entrepreneurial culture and maniacal focus on patient care serve as a great platform to become an innovative and dynamic industry leader</div><div></div><div><br>
We are looking for a <i>Service Desk Analyst </i>to come and help us pioneer a new culture of dentistry. Join the tribe!</div><p></p><p><b><br>
Summary</b></p><p>
The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.</p><p>
They will be accountable for gathering information through a client conversation, log on to support tools, and additional support staff if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.</p><p>
They will also be required to provide fixes for the cases informed by consumers or customers. Service Desk is usually the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.</p><p><b>
Essential Duties and Responsibilities</b></p><ul><li>
Answers and responds to inbound calls or request submissions from end-users</li><li>
Ensures all support requests are properly documented in the service desk tracking software.</li><li>
Applies skills to troubleshoot all technical issues at service desk level before escalating to an elevated level of support.</li><li>
Analyzes and resolves all application software or hardware incidents and requests from end-users.</li><li>
Ensures to log and tracks incidents and requests from identification through resolution stages.</li><li>
Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete.</li><li>
Follows implemented policies and security measures when performing tasks.</li><li>
Ensures accurate and necessary information is obtained by utilizing standard operating procedure documentation.</li><li>
Responsible for providing on-call or on-site support as needed.</li><li>
Establishes and develops relationships with other IT teams through frequent constructive communication.</li><li>
Logs incidents and requests into appropriate product categorization</li><li>
Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users</li><li>
Handles end-user issues or requests with professional attitude.</li></ul><p></p><p><b><br>
Qualifications</b>: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><div></div><div><b><br>
Education and/or experience</b></div><ul><li>
A minimum of 2 years of related experience</li><li>
Equivalent combination of education and experience</li></ul><div><b>
Other skills and abilities</b></div><ul><li>
Knowledge: Experience working in a service desk environment is preferred using an ITSM and RDM tools are preferred.
</li><li>Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools</li><li>
Troubleshooting experience on Microsoft and Mac OS and software related issues.</li><li>
Prior experience supporting customers in use of application software and proficiency in applying support software tools.</li><li>
Must possess good problem-solving skills</li><li>
Must have effective communication skills, both interfacing and remote.</li><li>
Required to have excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases</li><li>
Required to work collaboratively with other IT personnel to resolve user issues</li><li>
Must be able to provide good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels.</li><li>
Must have great telephone etiquette and the ability to handle difficult customers.</li><li>
Must have excellent organizational skills and can apply a methodical approach to prioritizing work and managing workload.</li></ul><div></div><p><b><br>
Physical demands</b> &ndash; The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands. Specific vision abilities required by this job include close vision (computer work). The employee is occasionally required to stand, walk, bend, stoop, and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds.</p><p><b>
Work environment</b> &ndash; The work environment will be an office setting with a desk and chair. Remote work may be available occasionally. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p>
#NADG3</p></div>

IT Service Desk Analyst

<p>Position Title: IT Service Desk Agent</p><p>Job Descriptions<br/>Minimum/General Experience:<br/>2+ years of experience in a call centre setting<br/>Communication Skills: Ability to explain technical concepts in terms that a non-technical user would understand. Active listening to understand the problem effectively.<br/>Customer Service Skills<br/>Problem-Solving Ability<br/>Time Management</p><p>Experience in troubleshooting IT issues<br/>Jira Ticketing System (preferred)<br/>Executive support is preferred.</p><p>Education:<br/>Associate degree in computer science. (preferred)</p><p>Educational/Experience Equivalency:<br/>A high school diploma with a combination of professional certifications may be substituted for experience and/or education. Please see the table below depicting equivalency conversions.</p><p>Functional Responsibility:<br/>Answer, evaluate, and prioritize incoming IT support requests (both inbound calls and submitted tickets) for assistance from end-users experiencing problems. Collects and enters accurate data into the Call Center ticketing software. Provide support of hardware, peripherals, and network access, as well as office productivity applications such as the Microsoft&rsquo;s suite of products, client-unique software applications, and email. Monitor voicemail, email, and related information sources for support inquiries. Provide basic administration of computer accounts and passwords. Provide problem resolution through research, isolation, and recognition for routine end-user problems.<br/>Perform Hardware troubleshooting.</p><p>Equal Opportunity Employer:<br/>Intratek Computer Inc. is an equal opportunity employer. &ldquo;All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.&rdquo;</p><p>Veterans Preference:<br/>Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills</p><p>Job Type: Contract</p><p>Pay: $20.00 - $23.00 per hour</p><p>Expected hours: 40 per week</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li></ul><p>Work Location: In person</p>

Veeam Software

<div>
 Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world&rsquo;s biggest brands. The future of data resilience is here - go fearlessly forward with us.
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 The Desktop Support Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.
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   This will be an onsite role, based in Riyadh, Saudi Arabia
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  Your Tasks Will Include
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   Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
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   Monitor Service Level Agreement (SLA) compliance within the team
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   Ensure timely resolution or escalation of technical issue
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   Provide IT support for hardware and software
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   Perform user account administration across multiple systems
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   Collaborate as a member of an international team
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   Review and update the Service Desk knowledge base with accurate processes and procedures
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   Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)
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  What We Expect From You
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   At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
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   Proficiency in English and Arabic, both written and spoken
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   Strong multitasking skills with the ability to handle real-time support issues
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   A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
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   Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
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   Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
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  <li>
   In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
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  <li>
   Strong expertise in MS Office products
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  <li>
   Be able to learn a new product or technology via lab time, self-training, and technical support resources
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  </li>
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  What Will Be Your Advantage
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   Ability to work with users of any level of technical knowledge
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   Knowledge of networking technologies (TCP/IP, DNS, DHCP)
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  <li>
   ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
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   Experience with incident monitoring and management systems
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   Scripting and automation skills using tools like PowerShell
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  Veeam Software is an equal opportunity employer
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 and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
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 Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
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 The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
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 By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
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  By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
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Service Desk Analyst

D&H Distributing

<div><p><b>IT Support Analyst</b></p><p><b>
This is an onsite position in Middletown, PA</b></p><p><b>
Working Hours: 3pm- 11:30pm EST</b></p><p><b>
D&amp;H is growing! </b>Join 100+ year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.</p><ul>
<li>We are empowered by our employee Co-Owners who provide the industry&rsquo;s best service, and we promote a collaborative culture.
</li><li>We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!</li>
<li>As a D&amp;H Co-Owner you receive numerous discounts on services.<b>
</b></li><li>We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.</li>
</ul><p><b>SUMMARY</b></p><p><br>
</p><p>Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.</p><p><br>
</p><p><b>ESSENTIAL DUTIES AND RESPONSIBILITIES
</b></p><ul><li>Provide phone support, onsite, and remote end-user client support (Windows).</li>
<li>Provide equipment and cabling support, onsite and at our Distribution Centers.</li>
<li>Install and teardown IT equipment as needed onsite and at our Distribution Centers.</li>
<li>Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.</li>
<li>Investigate and troubleshoot applications, operating systems and peripherals.</li>
<li>Deploy and maintain computer, IP phone, scanner, and other peripherals.</li>
<li>Basic network printing support.</li>
<li>Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.</li>
<li>Test new applications and operating systems for compatibility.</li>
<li>Ensure the asset management library is accurate.</li>
<li>Assist with boxing and shipping of equipment.</li>
<li>Required to work on site several days per week.</li>
<li>Other responsibilities as assigned.</li>
<li>Travel to DCs as needed.</li>
</ul><p><b>EDUCATION and/or EXPERIENCE</b></p><p>
Education</p><ul><li>
One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience</li></ul><p>
Experience</p><ul><li>
1-2 years of impeccable customer service experience</li><li>
1-2 years of help desk or technical support experience</li></ul></div>

IT Analyst

Savills

<div><p>We are seeking a proactive and detail-oriented IT Systems Support Analyst to join our team in Saudi Arabia, providing front-line technical assistance and ensuring smooth IT operations across the business. This role will be responsible for delivering on-site and remote support to end-users, managing incident resolutions, and maintaining system functionality to support day-to-day business needs. In addition, the position will contribute to system administration, documentation, and user guidance, while collaborating closely with regional teams to ensure consistent and reliable support across the Middle East.</p><p>
Savills is a globally recognised real estate brand and offers the opportunity for growth and development. We are looking for a motivated and professional individual with an interest in benefiting from the support and experience the brand can offer.</p><p><b><br>
Key Responsibilities</b></p><p>
System Administration:</p><ul>
<li><ul>
<li>User assistance and troubleshooting.</li>
<li>User training/walkthroughs and management (where needed).</li>
<li>IT asset handling (handle procurement and inventory).</li>
</ul></li></ul><p>
IT Workflow:</p><ul>
<li>
On-site/Remote workstation troubleshooting and assistance.</li>
<li>End-to-end ownership of managed Incidents/Requests.</li>
<li>Appropriate logging of actions carried out, keeping relevant parties always appraised of ticket status.</li>
<li>Basic user administration &ndash; password resets, account unlocks.</li>
</ul><p>
Reporting and Documentation:</p><ul>
<li>
Updating relevant trackers/sheets with any changes and/or updates carried out.</li>
<li>Appropriate logging of incident resolution steps, outlining actions performed and their success or lack thereof.</li>
</ul><p>
System Reviews:</p><ul>
<li>
Routine user reviews, security group reviews.</li>
<li>Documentation updates (if needed).</li></ul><p></p><p><b><br>
Skills, Knowledge and Experience</b></p><p>
Platforms &amp; Tools:</p><ul>
<li>
ServiceNow &ndash; IT Service Desk Management.</li>
<li>Microsoft Active Directory &ndash; Managing User/Computer Objects and memberships.</li>
<li>Excel &ndash; Formulas, VBA, Power Queries</li>
<li>Lists/SharePoint &ndash; Document management, list tracker</li>
<li>Power BI &ndash; Dataset design, report-builder</li>
<li>Word/PowerPoint &ndash; Documentation, walkthroughs, etc.</li>
<li>VS Code &ndash; HTML/CSS/JavaScript mini-projects, analyzing JSON and misc. data files, etc.</li>
</ul><p>
Soft Skills:</p><ul>
<li>
Adaptability and quick-learning skills, to perceive in-depth the various operating procedures within different teams.</li>
<li>Problem-solving skills to handle and resolve inquiries from multiple departments.</li>
<li>Gentle approach and hospitality to new/existing users on any platform.</li>
<li>Proficient language writing/composition skills, to aid with the various documentation tasks required, as well as maintaining clear/unambiguous official communications.</li>
<li>Good verbal skills to relay/translate concepts and instructions concisely across to users.</li>
<li>Comfort with remote-working requirements, and travel across the country to various sites as required.</li></ul></div><p></p>

IT Systems Support Analyst

University of Texas at Arlington

<div><div><div><div><div>Position Information
</div><p></p><div><div><div><div><b>Posting Number</b></div> <div>S06415P</div>
</div><br>
<div><div><b>Position Title</b></div> <div>Senior IT Analyst</div>
</div><br>
<div><div><b>Department</b></div> <div>OIT Service Management</div>
</div><br>
<div><div><b>Location</b></div> <div>Arlington</div>
</div><br>
<div><div><b>Position Status</b></div> <div>Full-time</div>
</div><br>
<div><div><b>Work Schedule</b></div>
<div><div>Tuesday &ndash; Friday, 11:00am &ndash; 8:00pm; Saturday, 9:00am &ndash; 6:00pm</div><ul>
<li>With an understanding of the 24/7 nature of IT.</li>
<li>Potential for specialized schedule that includes night and weekend hours.</li>
<li>Potential for on-call rotation duty, or off-hours work to address service outages.</li>
</ul></div>
</div><br>
<div><div><b>Salary</b></div> <div>Salary is commensurate based on qualifications and relevant experience.</div>
</div><br>
<div><div><b>Pay Basis</b></div> <div>Monthly</div>
</div><br>
<div><div><b>Job Summary</b></div>
<div>The Senior IT Analyst will provide advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person client interactions. Handles Tier 3 support issues that may not be defined by existing documentation, as well as escalations of unresolved support issues from lower tiers. Responsible for training and coaching student workers and lower-tier staff members. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.</div>
</div><br>
<div><div><b>Essential Duties and Responsibilities</b></div>
<div><div><b>Customer Support</b>:</div><ul>
<li>Provide technical instructions to a non-technical audience. Collaborate with other members of the IT team, especially Service Desk staff but also other frontline and backend IT Support teams to resolve common tickets/issues. Ensure prompt resolution of user issues and maintain high levels of customer satisfaction.</li>
<li>Proactively engage with clients and departments across campus to provide services or prevent issues.</li>
<li>Record client requests and incidents in the ticketing system following documentation requirements. Escalate issues internally as needed, &amp; monitor progress through resolution.</li>
<p></p>
</ul><div><b>Tier 3 Troubleshooting</b>:</div><ul>
<li>Acts as an escalation point for tier 2 and troubleshoots more complex technical issues.</li>
<li>Works collaboratively with internal IT teams and departments to troubleshoots, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.</li>
<li>Responsible for troubleshooting issues that may be new, undocumented or more complex than common issues.</li>
</ul><div><b>Training and Mentoring</b>:</div><ul><li>
Assist with the training and mentoring of student employees and more junior full-time staff. Provide feedback regarding student workers and more junior team members to management.</li></ul><div><b>
Documentation and Reporting</b></div><ul>
<li>Assist in the creation of technical documentation to improve client experience and awareness of problems, known issues, and available technology.</li>
<li>Assist with project-based work to testing and evaluate of updated technology products that affect the overall client experience at UTA.</li>
<li>Assist with the gathering and compiling of metrics to contribute to regular reports that describe the state of client interactions.</li>
<li>Assist with the assignment of tickets in the queue.</li>
</ul><div><b>Performs other duties as needed.</b></div><div><b>
Job Specific Duties</b></div><ul><li>
As a Sr. IT Analyst for OIT Service Management, you will deploy agent performance metrics including interaction quality, service levels, and schedule adherence in a call center environment utilizing Genesys Cloud CX and ServiceNow. Your role further involves ensuring operational efficiency through escalation handling, access management, and providing clear direction and leadership to junior staff members.</li></ul></div>
</div><br>
<div><div><b>Minimum Qualifications</b></div>
<ul><li>Bachelor&rsquo;s degree in a related field.</li>
<li>Four (4) years of hands-on computing work experience providing customer service in a front facing capacity; or an equivalent mix of education and relevant experience in similar role.</li>
<li>Obtain certifications as required by manager. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed).</li>
</ul>
</div><br>
<div><div><b>Preferred Qualifications</b></div>
<ul><li>Five (5) years of hands-on computing work experience supporting computing endpoints.</li>
<li>Prior experience providing customer service in a front facing technical support environment.</li>
<li>Prior experience supporting students, faculty, and staff in a higher-education setting.</li>
<li>Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.</li>
</ul>
</div><br>
<div><div><b>Knowledge, Skills and Abilities</b></div>
<ul><li><b>Technical Skills:</b><ul>
<li>Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software.</li>
<li>Familiarity with hardware components, networking concepts, and troubleshooting methodologies.</li>
<p></p>
</ul></li><li><b>Customer Service:</b><ul>
<li>Strong interpersonal and communication skills with a client-centric approach.</li>
<li>Ability to remain calm and courteous while assisting clients with technical issues and inquiries.</li>
</ul></li><li><b>Problem-Solving:</b><ul>
<li>A great mindset with excellent problem-solving skills.</li>
<li>Ability to diagnose and resolve technical issues while adhering to established procedures.</li>
</ul></li><li><b>Adaptability:</b><ul>
<li>Willingness to learn new technologies and adapt to evolving IT environments.</li>
<li>Ability to work effectively under pressure in a fast-paced, dynamic team environment.</li>
</ul></li><li><b>Teamwork:</b><ul>
<li>Proven ability to collaborate with colleagues and contribute positively to team goals.</li>
<li>A willingness to share knowledge and support peers to achieve collective success.</li>
</ul></li><li><b>Initiative:</b><ul>
<li>The ability to work independently with ownership and minimal supervision.</li>
<li>Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.</li>
<li>Takes responsibility for the work assigned with consideration for the clients&rsquo; needs and overall business requirements.</li>
</ul></li><li><b>Documentation &amp; Presentation:</b><ul><li>
Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations.</li></ul>
</li>
</ul></div><br>
<div><div><b>Other Requirements
</b></div><ul><li>Must be eligible to drive UTA vehicles.</li>
<li>All Information Technology staff are expected to perform their duties professionally, manage personal and institutional data responsibly, prioritize customer service, understand the 24/7 nature of IT, and collaborate effectively with colleagues.</li>
<li>Positions in this classification are security-sensitive and subject to section 51.215 Texas education code provisions.</li>
</ul>
</div><br>
<div><div><b>Workplace and Eligibility Conditions</b></div>
<ul><li>On-site position covering all UTA Arlington Campus locations.</li>
<li>Lifting and moving up to 40 pounds, moving computers and other computer peripherals.</li>
<li>May work around standard office conditions.</li>
<li>May work in all weather conditions.</li>
<li>Repetitive use of a keyboard at a workstation.</li>
<li>Climbing stairs and ladders.</li>
</ul>
</div><br>
<div><div><b>Benefits Eligible</b></div> <div>Yes</div>
</div><br>
<div><div><b>Benefits at UTA</b></div>
<div>We are proud to offer a comprehensive benefits package to all our employees at the University.<br>
<b>https://www.uta.edu/hr/employee-benefits</b><br>
<br>
To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:<br>
<b>https://resources.uta.edu/hr/services/records/compensation-tools.php</b>
</div>
</div><br>
<div><div><b>CBC Requirement</b></div>
<div><div>It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.</div><div></div><div><br>
This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and <b><i>if you have access to critical infrastructure</i></b>, you authorize the University to conduct routine background checks.</div></div>
</div><br>
<div><div><b>EEO Statement</b></div>
<div>It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University&rsquo;s compliance with this policy.</div>
</div><br>
<div><div><b>University Information</b></div>
<div>The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 &ldquo;Very High Research Activity&rdquo; institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times&rsquo; &ldquo;Best for Vets: Colleges&rdquo; and is the top university in North Texas for its graduates&rsquo; salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News &amp; World Report, 2023). With a global alumni network of approximately 280,000 &ndash; including leaders at many of the 24 Fortune 500 companies headquartered in North Texas &ndash; UTA contributes an estimated $29 billion annually to the Texas economy.<br>
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UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university&rsquo;s strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at <b>https://www.uta.edu/administration/president/strategic-plan/rise100</b>.<br>
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This is an exciting time to join UTA and contribute to its bold vision for the future.</div>
</div><br>
<div><div><b>ADA Accommodations</b></div>
<div>The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email <b>ADADocs@uta.edu</b>.</div>
</div><br>
</div></div></div><div><div>Posting Detail Information
</div><p></p><div><div><div><div><b>Number of Vacancies</b></div> <div>1</div>
</div><br>
<div><div><b>Open Until Filled</b></div>
</div><br>
<div></div><div><div><b>Minimum Number of References Required</b></div> <div>3</div>
</div><br>
<div><div><b>Maximum Number of References Accepted</b></div> <div>3</div>
</div><br>
<div><div><b>Special Instructions to Applicants</b></div>
<div>Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.</div>
</div><br>
</div></div></div></div></div><h2 class="jobSectionHeader"><b>Requirement Questions</b></h2>
<div><p>Required fields are indicated with an asterisk (*).</p>
<div>
<ul><li>What is your skill level using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc)?
<ul><li>No skills/Basic</li>
<li>Intermediate</li>
<li>Advanced</li>
<li>Proficient</li>
</ul></li></ul><ul><li>How many years of experience do you have working with telephone computer support in a help desk or call center environment?
<ul><li>None/less than 2 years
</li><li>2 to 3 years</li>
<li>4 to 5 years</li>
<li>6 years or more
</li></ul></li></ul><ul><li>How many years of hands-on technical experience do you have working with computers?
<ul><li>None/less than 2 years</li>
<li>2 to 3 years</li>
<li>4 to 5 years</li>
<li>6 years or more</li>
</ul></li></ul><ul><li>How many years of supervisory experience do you have?
<ul><li>None/less than 1 year</li>
<li>1 to 2 years</li>
<li>3 to 4 years</li>
<li>5 years or more</li>
</ul></li></ul><ul><li>How many years of experience do you have with time management and prioritizing tasks in a fast-paced environment?
<ul><li>Less than 1 to 2 years</li>
<li>2 to 3 years</li>
<li>3 to 4 years</li>
<li>4 to 5 years</li>
<li>5 to 6 years</li>
<li>7 years or more</li>
</ul></li></ul></div></div><h2 class="jobSectionHeader"><b>Documents Needed To Apply</b></h2>
<div><b>Required Documents</b>
<div><ul><li>Resume or CV</li></ul>
</div><b>Optional Documents</b>
<div><ul><li>Cover/Interest Letter</li></ul></div></div></div>

Senior IT Analyst

University of California - San Francisco

<p></p><div><div><div><div>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.<br>
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This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature, where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system, and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote, and onsite customer support. Exercise sound judgment and prioritization, and reorganization of customer requests. Incumbent must be flexible with scheduling and willing to work nights and weekends.<br>
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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.<br>
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This position supports a 7x24 environment and participates in weekend and after-hours on-call rotation.<p>
The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The hourly range for this position is $34.02 - $60.02. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html</p></div>
</div><div><p><b>Department Description</b></p>
<div>University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.
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The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.</div>
</div><div><p><b>Required Qualifications</b></p>
<div><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Systems, or a similar degree, or one year of applicable experience and;</li><li>
Two or more years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment, and/or equivalent experience/training.</li><li>
Demonstrated expert proficiency supporting the latest MS Windows environment and up to three versions before it, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.</li><li>
Ability to act as a Desktop Hardware &amp; Software consultant, helping customers purchase the appropriate Hardware &amp; Software for their needs.</li><li>
Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.</li><li>
Demonstrated skill in configuring, troubleshooting, and supporting escalated end-user client systems, including desktop, laptop, and mobile computing devices &ndash; Windows, Macintosh, Android, and iOS.</li><li>
Broad knowledge of enterprise system functions, dependencies, and interactions, and the ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment, such as Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes &amp; tools, and Customer Outreach &amp; Tools.</li><li>
Requires interpersonal skills to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross-functionally. Knowledge of Collaboration tools &amp; service.</li><li>
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.</li><li>
Advanced skill at creating technical documentation for complex processes and applications.</li><li>
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information clearly and concisely. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.</li><li>
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.</li><li>
Demonstrates problem-solving skills. Ability to assess a situation, define the problem, develop an approach, and work with other teams as necessary in executing on that approach. Ability to understand when to include others and escalate when necessary.</li><li>
Working knowledge of the unit's business processes. Working knowledge of organization computer requirements, recommendations, and policies, including security standards.</li><li>
Effective skills in technical and administrative work direction, and proficiency in project management basics.</li><li>
Excellent customer service and interpersonal skills.</li><li>
Demonstrated judgment to delegate/escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills. Ability to maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.</li><li>
Understanding of IT Service Management, incident, and request management within an Enterprise environment</li><li>
Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.</li></ul></div>
</div><div><p><b>Preferred Qualifications</b></p>
<div><ul><li>Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.)</li><li>
A valid California state driver&rsquo;s license, as may be needed for auto travel to other sites, may be required.</li><li>
Experience in health care is strongly desired.</li></ul></div>
</div><div><p><b>About UCSF</b></p>
<div>The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world&rsquo;s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.</div>
</div><div><p><b>Pride Values</b></p>
<div>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 &ndash; also known as our PRIDE values.
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In addition to our PRIDE values, UCSF is committed to equity &ndash; 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
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Join us to find a rewarding career contributing to improving healthcare worldwide.</div>
</div><div><p><b>Equal Employment Opportunity</b></p>
<div>The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.</div>
</div><div><p><b>Organization</b></p>
<div>Campus</div>
</div><div><p><b>Job Code and Payroll Title</b></p>
<div>007359 BUS TCHL SUPP ANL 2 TX
</div></div><div><p><b>Job Category</b></p>
<div>Clinical Systems / IT Professionals, Professional (Non-Clinical)</div>
</div><div><p><b>Bargaining Unit</b></p>
<div>University Professional Technical Employees - Technical Unit (UPTE-TX)
</div></div><div><p><b>Employee Class</b></p>
<div>Career</div>
</div><div><p><b>Percentage</b></p>
<div>100%</div>
</div><div><p><b>Location</b></p>
<div>San Francisco, CA
</div></div><div><p><b>Work Style</b></p>
<div>Fully On-Site</div>
</div><div><p><b>Shift</b></p>
<div>Variable</div>
</div><div><p><b>Shift Length</b></p>
<div>Variable</div></div></div></div><div></div>

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