Service Desk Analyst (7359C), IT Client Services - #59909

About Berkeley
At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles , our Principles of Community , and our Strategic Plan .
At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu .
Departmental Overview
IT Client Services provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of "we are here to help" reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.
Berkeley IT believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.
In addition, members of the Berkeley IT community have created and endorse the following values for our organization to augment and amplify the campus principles:
We champion diversity.
We act with integrity.
We deliver.
We innovate.
Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.
The Service Desk Analyst serves as the first point of contact for staff and faculty seeking technical assistance for campus IT services, applications, and university-owned computers, printers and mobile devices.
The analyst answers questions on basic technical issues and guides customers through knowledge articles and IT self-service tools. Analysts fulfill service requests associated with campus IT and business services, devices, and software. They perform remote troubleshooting on moderately complex issues by asking pertinent questions and following diagnostic procedures, determining the best solution based on the issue and details provided by customers.
Service Desk Analysts are responsible for recording issues, requests, and steps taken to resolve those issues in a timely manner. They diligently follow-up with customers to update them on the status of their requests and provide information. Analysts pass on any feedback or suggestions by customers to the appropriate internal team and suggest possible improvements on procedures. They conduct tests of campus IT systems and report on configurations and behavior, making recommendations on improvements and break-fix solutions.
Analysts are IT support professionals with demonstrated customer service skills and excellent interpersonal skills. They effectively manage multiple simultaneous assignments using standard processes and improvised problem-solving techniques to meet IT support Service Level Objectives.
Application Review Date
The First Review Date for this job is: October 24, 2023
Responsibilities

• Provides broad technical break-fix support for campus IT and business services. Troubleshoots, resolves or appropriately triages moderately complex campus application incidents, network connectivity issues, and other issues with related devices, software, and enterprise/campus-wide systems.
• Fulfills service requests associated with campus IT and business services, computing IDs, devices, software, and other technical service requests for supported IT services. Answers questions on basic technical issues and guides customers through knowledge articles and IT self-service tools.
• Answers customer inquiries through multiple intake channels (such as phone, chat, or email) as the first point of contact for staff and faculty seeking technical assistance. Reviews in-coming tickets, gathers and documents information from the customer, categorizes, and performs ticket assignments and referrals to appropriate support groups for IT services.
• Tests enterprise applications, software, and IT services and analyzes results, drawing conclusions and reporting recommendations. Analyzes enterprise system dependencies to assist in the resolution of business application and device issues and related IT service problems.
• Provides unit-level systems analysis and device, software, and security recommendation to clients. Connects clients to the right IT services and solutions.
• May provide input to IT service redesign or development efforts based on customer needs. Is a customer support advocate, ensuring the voices of the campus community are heard by IT service owners.
• Documents technical requirements and changes in configurations. Includes accurate details within each ticket on work performed. Tests systems and updates internal and external-facing documentation used by other technicians and customers campus-wide. Organizes knowledge documentation for easy access while troubleshooting with a customer. Adheres to knowledge base, ticket quality, and client communication standards.
• Installs, configures and maintains remote support and communication tools. Recommends improvements in processes and tools based on developments in technology and industry best practices.
• Develops and / or provides training as needed based on consultation with customers and understanding of technology including one-on-one and small group training, FAQs, knowledge base entries, and other job aids.
• Contributes feedback to, consults with, and collaborates with other technicians, service teams, and business partners on issues that arise during team activities. Assists other staff in resolving customer problems.
• Engages in opportunities for training, workshops, or continuing education/development related to the position and other duties as assigned.

Required Qualifications

• Experience providing escalated technical support.
• Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
• Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
• Demonstrated ability to configure and customize moderately complex software.
• Demonstrated skill in configuring, troubleshooting and supporting enterprise business applications and end user client systems including desktop, laptop and mobile computing devices.
• Working knowledge of enterprise system dependencies and ability to use this information to troubleshoot.
• Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization.
• Demonstrated skill at creating technical documentation for complex processes and applications.
• Demonstrated skill developing technical training and administering instruction to customers at various levels of skill.
• Communicates effectively with both technical and nontechnical personnel at various levels in the organization (students, staff and faculty). Has verbal and writing skills to convey complex ideas clearly.
• Demonstrates knowledge of other areas of IT.
• Demonstrates problem-solving skills.
• Effective self-direction and time-management. Able to use standard processes and improvised techniques to meet Service Level Objectives.
• Working knowledge of desktop and business/technical support systems and tools.
• Demonstrates judgment to delegate/escalate issues appropriately.
• Demonstrated customer service skills and excellent interpersonal skills to develop and maintain effective relationships with diverse client groups.
• Embraces specialized or unique viewpoints/outlooks and has the ability to work effectively with a diverse group of employees.
• Experience using a service management application to take support tickets, document work, and communicate with customers and IT partners.
• Experience with remote support and communication tools, including automatic call distribution (ACD) systems, video and text chat, and remote support applications (like Bomgar or Apple Remote Desktop).
• Experience supporting Google Workspace, particularly Gmail, Calendar, and Drive.
• Demonstrates customer-focus with patience to deal with difficult customers.

Preferred Qualifications

• Working knowledge of and/or ability to learn the unit's business processes. Working knowledge of and/or ability to learn organization computer requirements, recommendations and policies including security standards.
• Familiarity with ITIL concepts.
• Experience supporting technology in institutions of higher education.
• Experience using ServiceNow.
• Bachelor's degree in related area and/or equivalent experience/training.

Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The budgeted salary or hourly range that the University reasonably expects to pay for this position is $36.04 (step 6.0) - $38.63 (step 7.5).

• This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is non-exempt and paid bi-weekly.
• This position is 100% remote with the requirement to attend in-person training once a week for the first 6-12 months on the job.