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Technology Support Analyst

University of California Office of the President, CA
Job Level
Entry-level position
Post Date
05/21/2018
Job Category
Analyst
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk
Link to Job Posting
The Technical Asset Analyst will fulfill the responsibilities of managing IT assets throughout the organization using our asset tracking tools. The Technical Asset Analyst will receive, process and create records of inventory from initial receipt through end of life. The Technical Asset Analyst will assist in imaging new computers and preparing both the software and hardware equipment for deployment. 
The Technical Asset Analyst will be working in active directory performing admin tasks such as but not limited to creating user accounts, removing old machines, adding new machines, and ensuring users and machines are in the correct location.  
Overtime
Shift Work
Other (Specify Below)  
Travel to other buildings (OP is multi-location)  

 

Successful completion of a background check is required for appointment to this critical position.  

 

Duties

  • Understand and follow procedures relating to software and hardware asset quoting, acquisition, receiving, deployment and salvaging.  
  • Understand and make appropriate use of asset management tools including Service Now, BigFix, SharePoint and other asset record management/discovery mechanisms.  
  • Understand and follow established TAMP policies and ITS procedures to ensure compliance and to effectively communicate with customers.  
  • Respond to customer requests by identifying, quoting, obtaining necessary approvals for, and coordinating the acquisition of appropriate hardware and software solutions.  
  • Respond to customer requests for laptop loaners by understanding and following loaner procedures, processes and documentation. Perform basic maintenance of laptop loan pool resources by replacing damaged or missing accessories, cleaning returned loans, applying monthly updates and resetting image baselines.  
  • Assist in month-end reporting by gathering and summarizing inventory counts and laptop loan transaction totals.  
  • Identify opportunities for improvement with emphasis placed on the identification of opportunities to improve efficiency for the Desk Side and Service Desk resources.  
  • Following prescribed procedures, maintain an available supply of currently imaged laptops and desktops, ready to deploy by installing UCOP standard image to factory-new and internally returned devices. As needed, initiate tasks needed to restore returning devices to safe, clean operating condition. 

Job Requirements

Required:

  • High school diploma or equivalent experience.
  • Experience in a desktop support or help desk position and/or equivalent experience/training  
  • Demonstrated proficiency making use of MS Office tool suite (Outlook, Word, Excel, Visio, etc), Windows 7, and Windows 10  
  • General knowledge of and ability to collaborate with Desktop Support and other organizational processes in an enterprise environment such as, Customer On and Off boarding, Desktop engineering tools and services, and Security processes & tools.  
  • Requires effective interpersonal skills in order 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 informal teams and cross functionally.  
  • General knowledge of IT-related products and services  
  • Demonstrated problem-solving and critical thinking skills  
  • Excellent customer service skills  
  • Demonstrated judgment to escalate issues appropriately. High degree of self-motivation and flexibility. Must be resourceful, detail-oriented, and have ability to maintain task scheduling and prioritization.

Preffered:

  • Bachelor's Degree Preferred
  • Basic understanding of IT Service Management, incident and request management within an enterprise environment