Posting Category: Information Technology Work Location: US - Los Angeles, CA UCLA Title: HHS/STC Help Desk Lead, PA II Job #: 30285 Work Hours: 8 A.M. to 5 P.M. Job Type: Full-Time, Career Target Salary Range: $24.81 - $26.53 Hourly Bargaining Unit: 99-Policy Covered Posted Date: May 14, 2019
Under the direction of the Assistant Director of Housing and Hospitality Services Information Technology Operations and Student Technology Center (STC), the HHS IT/STC Help Desk Lead has responsibility for technical support and resolution of all incoming HHS IT/STC help desk requests through his/her own work and the work of the Help Desk team: triage, prioritization, dispatch and assignment, resolution of complex requests, management of IT help desk queue, communication of issues to department management, reporting of help desk trends and patterns to be addressed globally, escalation of critical issues, supervision of Help Desk Analysts' queues, and continuous improvement of help desk computer systems and processes.
The Help Desk Lead will be required to design new systems as needed and technically enhance existing systems to make the best use of people, materials, and time. Also responsible for determining output report formats to meet communication needs, designing formats for user interface and self-server web portal, including technical estimates for time and costs required. Required to document and communicate the help desk processes within the department and to external user groups. Required to develop test plans and execute test plans to verify application changes to complex systems, thereby building knowledge in the Help Desk Team for resolution of complex issues after go live.
Required to plan and conduct technical hands-on workshops to train user departments on best IT practices, techniques, design features, and methods for using various business software systems and applications. Required to build the IT help desk knowledgebase composed of system use documentation, technical set up and maintenance of business applications, new hire/term submission forms, and user manuals. The targeted hourly range for this position is $24.81 - $26.53, dependent on relevant work experience.
Job Qualifications 1. BS in Computer Sciences or a related field or equivalent combination of education and experience. Required 2. Demonstrated leadership skills to effectively lead the help desk team. Required 3. Demonstrated knowledge and experience with networked PCs and virtual desktops in a Windows environment. Required 4. Demonstrated expert knowledge in the Microsoft Office suite of products. Required 5. Demonstrated expert knowledge with MS Outlook and Internet Explorer. Required 6. Demonstrated advanced knowledge of Windows Server and Active Directory tools to complete network administration tasks. Required 7. Demonstrated expert knowledge of networking concepts & protocols, including TCP/IP. Required 8. Demonstrated working knowledge of HTML language for Web page design and maintenance. Required 9. Ability to evaluate and assess user interactions in order to create efficient and easy-to-use interfaces. Required 10. Demonstrated advanced knowledge of database tools, including SQL-based administration, and relating ODBC issues for client/server systems. Required 11. Demonstrated advanced knowledge of standard e-mail systems and protocols. Required 12. Working knowledge of Microsoft's SMS or similar remote control/network administration applications. Required 13. Excellent telephone skills to convey the highest level of customer service. Required 14. Demonstrated oral communication skills to speak effectively to staff members at every level of the organization and convey highly technical information to customers who have wide variety of technical experience of their won, ranging from novice to expert. Required 15. Ability to establish and maintain cooperative working relationships with staff, co-workers, administrators, and vendors. Required 16. Demonstrated excellent written and oral communication skills. Required 17. Skills in working with frequent interruptions and competing priorities. Required 18. Interpersonal skills to work effectively and diplomatically with staff, faculty, and administrators. Required 19. Flexibility in accepting new or special assignments on short notice to enable the department to cover essential functions or meet organizational goals. Required 20. Ability to exercise independent judgment where no formal policy exists. Required 21. Working knowledge of KACE. Preferred 22. Ability to quickly and independently learn and adjust to changing technology and environments. Required 23. Familiarity with the administrative and/or development operations of a major university. Preferred 24. Demonstrated skill with client/server reporting and database tools (such as InfoMaker and SQL Advantage). Required 25. Demonstrated leadership experience managing a technical Service Desk/customer support operation with a diverse customer base. Preferred 26. Ability to lift computers and packages weighing up to 35 pounds (assistance can be provided if necessary). Required 28. Knowledge of safe working and lifting guidelines. Required 29. Ability to drive a university vehicle including an electric cart. Required 30. Ability to work flexible schedules, including weekends and evenings if necessary. Required
Benefits UCLA offers a comprehensive benefits package, including an average of three weeks of vacation per year; an average of 12 days sick leave per year; 13 paid holidays per year; health, dental and optical benefits; life insurance; disability insurance; the University of California Retirement Plan; various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, the University Credit Union, and much more!
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. 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 categories covered by the UC nondiscrimination policy.
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UCLA is known worldwide for the breadth and quality of its academic, research, health care, cultural, continuing education and athletic programs. UCLA offers undergraduate degrees in more than 127 majors and graduate degrees in 198 program areas. UCLA has 11 highly regarded professional schools. Eight are ranked among the nation's top 15 in their field by U.S. News & World Report. UCLA is consistently among the most popular campus in the nation for undergraduate applicants.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, disability, or protected veteran status.
UCLA offers a comprehensive benefits package, including an average of three weeks' vacation per year; an average of 12 days per year sick leave; 13 paid holidays per year; health, dental and optical benefits; life insurance; disability insurance; the University of California Retirement Plan with 5 year vesting and various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, and the University Credit Union.