Help Desk Support, Sr. jobs in Santa Cruz, CA

This position is eligible for remote work.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website.

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD. Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 04-15-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the campus's centralized resource to support and amplify research, instruction, learning, and digital experiences at UC Santa Cruz. We are a group of over 200 diverse, enthusiastic people who produce extraordinary results. Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, resourceful, kind, and committed to inclusion.

ITS strives to continually improve service quality, experience, and value for our students, faculty and staff. We are deeply committed to nurturing and strengthening an organization that values equity, work-life balance, and supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff.

We hope you are inspired by what we do and are excited to contribute to our mission. We are looking for candidates who do great work from different backgrounds and practices, and who will support our aspirations to shape an increasingly diverse, equitable, and inclusive organization. We encourage you to apply even if you do not believe you meet every qualification for the position but possess transferable skills and experiences.

University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits.

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.

JOB SUMMARY

This position plays a critical role within the technical support hierarchy, specializing in resolving complex technical support issues and ensuring the exceptional quality and effectiveness of the Support Center team's services. Positioned on the back end of support operations, this position collaborates closely with service teams and serves as a key escalation point for complex technical issues. The primary focus of this role is on providing high level technical support, meticulously evaluating and optimizing service interactions, actively contributing to knowledge management efforts, and implementing best practices to elevate the overall customer experience.

APPOINTMENT INFORMATION

Budgeted Salary: $80,320 - $89,350/year. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus. This position is eligible for remote work.

Union Representation: Non-Represented

Job Code Classification: 007584 (BUS SYS ANL 3)

Travel: Never or Rarely

JOB DUTIES

30% - Technical Troubleshooting and Support

• Provide technical expertise and guidance to help desk staff and students in resolving complex technical issues.
• Assist in troubleshooting and resolving escalated technical support cases when necessary.
• Provides technical support for incidents or problems that cross multiple service boundaries or where it is unclear which service an issue belongs to.
• Engage with and intelligently escalate to service teams across ITS services, providing troubleshooting and information support to assist in complex incident resolution.

20% - Quality Assurance

• In collaboration with the Quality Assurance Manager, review and evaluate support interactions across multiple services and channels (phone, email, chat, tickets, etc.) to ensure outstanding customer service.
• Assess the accuracy, completeness, and professionalism of responses provided by support staff.
• Identify trends, recurring issues, and opportunities for improving customer service.
• Recommend process, tool, and systems improvements to improve the customer experience. Work with appropriate stakeholders to drive these changes forward.

20% - Knowledge Management Support

• In coordination with the Knowledge Manager, creates and maintains a knowledge base, including articles, FAQs, and documentation.
• Ensure that knowledge resources are up-to-date, accurate, and accessible to support staff.
• Encourage the use of knowledge resources among Support Center agents to improve efficiency and accuracy.

20% - Continuous Improvement

• Work with the Support Center team and ITSM Lead to implement process improvements, efficiency enhancements, and knowledge management best practices in the Support Center.
• Suggest and facilitate changes in workflows or procedures to improve service quality, knowledge sharing, and technical support capabilities.
• Work with service teams across ITS to gather, synthesize, and package troubleshooting information to empower improved future incident resolution by front-line help desk staff.
• Analyze data and provide reporting and metrics on service quality and customer experience indicators.

10% - Training and Development

• Assist in the development and delivery of training programs for Support Center staff and students, including technical troubleshooting skills.
• Conduct training sessions on effective use of knowledge resources and technical problem-solving.
• Provide constructive feedback and mentoring to front-line support staff and students based on quality assurance and continuous improvement assessments.
• Provide input to Support Center managers for individual goal planning.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• General knowledge of several areas of IT.
• Knowledge relating to the design and development of software. Basic knowledge of secure software development.
• Knowledge of business processes and procedures. Knowledge of the design, development and application of technology and systems to meet business needs.
• Demonstrated ability to install software and troubleshoot and repair moderately complex problems with computing devices, peripherals and software.
• Ability to write technical documentation in a clear and concise manner.
• Understanding of system performance monitoring and actions that can be taken to improve or correct performance.
• Demonstrated knowledge of computer security tools, best practices and policies. Demonstrated skills applying security controls to computer software and hardware.
• Self-motivated and works independently and as part of a team. Demonstrates problem-solving skills. Able to learn effectively and meet deadlines.
• Demonstrated understanding of how system management actions affect users and dependent / related functions.
• Knowledge of data management systems, practices and standards.
• Interpersonal skills sufficient to work with both technical and non-technical personnel at various levels in the organization. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

PREFERRED QUALIFICATIONS

• Knowledge of incident response procedures. Demonstrated ability to follow software specifications.
• Demonstrated experience with database administration.
• Demonstrated testing and test planning skills.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work all scheduled hours on-site.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment 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.