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End User Support Technician

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POST DATE 8/8/2016
END DATE 11/12/2016

University of California - Santa Barbara Santa Barbara, CA

Company
University of California - Santa Barbara
Job Classification
Full Time
Company Ref #
20160446
AJE Ref #
575817405
Location
Santa Barbara, CA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular

JOB DESCRIPTION

APPLY
Job Number
20160446

Number of Hires
Single Hire

Job Open Date
08-31-2016

Job Close Date
Open Until Filled

Primary Consideration Date for Open Until Filled
09-15-2016

Additional Comments:


Title Code
7606

Payroll Title Name
COMPUTER NETWORK TCHNO 2

Working Title Name
End User Support Technician

Department Profile (Specific Information about department/program):
Enterprise Technology Services (ETS) is the enterprise level IT provider for the UC Santa Barbara campus.

Enterprise End User Computing is responsible for the alignment and support of end user devices (i.e. desktop, laptops, tablets) to application services by architecting, engineering, and deploying end-point local, hosted, or cloud solutions. See www.ets.ucsb.edu

Department Code-Name
ITSS-Enterprise Technology Support Svs

End Date/Contingencies for Grant Funding


FOC (Federal Occupation Code) Sub-Code
BD-Fiscal, Management and Staff Services

FOC (Federal Occupation Code)
B-Professionals (e.g., SAO, Analyst, Computer Network Technologist)

Advertised Range Min (full time equivalent)

A little help* Go to Salary Scales 24.51

Advertised Range Max (full time equivalent)
30.00

Advertised Range Rate Type
Hourly

Other Advertised Salary Range Comments
$24.51 - $30.00/hr. Salary is commensurate with qualifications and experience.

Percentage of full-time
100

Days
Monday - Friday

Hours
8:00am - 5:00pm

Appointment Type

A little help with Contracts* Go to Employment Agreements Career

Limited Appointment End Date

A little help* Go to General Information on Limited Appointments

Is this a NEW CAREER position*
No

Summary of Job Duties
(Note: This summary will be used for keyword search)

Summary of Job Duties
(Note: This summary will be used for keyword search) Under the supervision of the CNT2- Supervisor, the End User Support Technician II within Enterprise Technology Services (ETS) department, will provide IT service desk support for IT incident and problem resolutions for all ETS IT Service Customers. Some of these departments may be located off-campus, but in the general vicinity of the UCSB Campus.

Maintains an advanced technical understanding of current Windows and MAC operating systems, office productivity software, and standardized workstation to provide tier 2 support to ETS IT Service Customers. Maintains regular end user communication with strong ability to maintain effective client and colleague rapport.

The End User Support Group provides support for standardized Windows and MAC workstations, printers, Ethernet LAN equipment, database systems, and software applications utilized by ETS IT Service Customers. Additionally, this role will entail the support of collaboration tools, i.e. SharePoint, Connect email & calendaring.

Minimum Requirements
At least three years of direct experience supporting workstations executing the Windows operating system and associated hardware.
Background and direct experience with supporting the Macintosh operating system and associated hardware.
Demonstrated ability to interact well with end-users and experience in doing so.
Demonstrated ability to work well with others in a team environment.
Excellent communications skills.
Demonstrated excellence in problem analysis and problem solving.
Experience supporting end-users using Internet based electronic mail clients.

Desirable Requirements
Proficient on some of the following technology:
- Windows OS ver 7, 8.1, 10
- MAC OSX 10.x
- Active Directory
- Group Policy Object
- System Center Configuration Manager or equivalent
- Dell, HP, IBM end point appliances
- Dell, HP, Brother, etc Printers
- Multiple AV software
- MS Office tools
- Email Support/Cloud based solution

Special Conditions of Employment

A little help* Go to Driver's License Requirements or Background Check Guidelines Satisfactory completion of a fingerprint background check

Other Special Conditions of Employment
Candidates must be legally authorized to work in the United States without the need for employer sponsorship.

Optional Applicant Documents
Other Document (1)
Other Document (2)
Other Document (3)

Required Applicant Documents
Resume
Cover Letter

JOB DESCRIPTION

FLSA Exemption Status

A little help* Go to Exempt vs. Non-Exempt Employees Non-exempt

CBU (Collective Bargaining Unit)
99 - Non-Represented (PPSM)

ERC (Employee Relations Code)
E

Grade Type
PSS

Grade Type


Grade Type


Grade Type


Grade Type


Grade
3

End Date for Other Appointment Type (e.g., Contract or 18-month Career)


Provision Number


Type of Supervision Received

A little help* Go to Degree of Supervision General supervision

PHYSICAL REQUIREMENTS

Continuously=Activity occurs 66%
Frequently=Activity occurs 33% to 66%
Occasionally=Activity occurs Not Applicable=Activity does not exist

Stand
FREQ.

Walk
FREQ.

Sit
FREQ.

Bend
FREQ.

Crouch/Squat
OCCAS.

Kneel/Crawl
OCCAS.

Climb
OCCAS.

Reach above shoulder level
OCCAS.

Use keyboard/mouse
FREQ.

Hand Activities: Fine dexterity
FREQ.

Hand Activities: Hand twisting
OCCAS.

Hand Activities: Simple grasping
FREQ.

Hand Activities: Power grasping
N/A

Other (please specify activity)


Frequency of Other Activity
No Response

Lifting Activities: Light lifting (
OCCAS.

Lifting Activities: Moderate lifting (20-50 lbs)
OCCAS.

Lifting Activities: Heavy lifting ( 50 lbs)
N/A

Push/Pull Activities: Light pushing/pulling (
OCCAS.

Push/Pull Activities: Moderate pushing/pulling (20-50 lbs of force)
OCCAS.

Push/Pull Activities: Heavy pushing/pulling ( 50 lbs of force)
N/A

MENTAL REQUIREMENTS


Read/Comprehend
FREQ.

Write
FREQ.

Perform Calculations
FREQ.

Communicate Orally
FREQ.

Reason and Analyze
FREQ.

Other (please specify activity)


Frequency of Other Activity
No Response

ENVIRONMENTAL REQUIREMENTS


Is exposed to excessive noise
N/A

Is around moving machinery
N/A

Is exposed to marked changes in temperature and/or humidity
N/A

Is exposed to dust
OCCAS.

Is exposed to fumes
N/A

Is exposed to gases
N/A

Is exposed to radiation
N/A

Is exposed to microwave
N/A

Drives motorized equipment
OCCAS.

Works in confined quarters
OCCAS.

Other (please specify activity)
Uses computer workstation

Frequency of Other Activity
FREQ.

JOB DUTIES

Total Percentage of Duties:100

4 Records

Order of
Imp Essen
Duty %
FREQ.
FUNCTION
DUTIES

1
Yes
30
Weekly
Network Support
Provides tier 2 support for standardized Windows and MAC workstations, printers, Ethernet LAN equipment, database systems, and software applications utilized by ETS IT Service Customers.

Acts as direct escalation liaison with ETS Service Desk technicians providing tier 1 support to end users to identify, define, and solve user