Business/Tech Supp Analyst 2 - Client Services - FT - Variable Shift- Hybrid - University of California, Irvine

UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. UCI Health is comprised of its main campus, UCI Medical Center, a 459-bed, acute care hospital in in Orange, Calif., four hospitals and affiliated physicians of the UCI Health Community Network in Orange and Los Angeles counties and ambulatory care centers across the region. Listed among America’s Best Hospitals by U.S. News & World Report for 23 consecutive years, UCI Medical Center provides tertiary and quaternary care and is home to Orange County’s only National Cancer Institute-designated comprehensive cancer center, high-risk perinatal/neonatal program and American College of Surgeons-verified Level I adult and Level II pediatric trauma center, gold level 1 geriatric emergency department and regional burn center. UCI Health serves a region of nearly 4 million people in Orange County, western Riverside County and southeast Los Angeles County.

To learn more about UCI Health, visit www.ucihealth.org.

Position Summary:

Incumbent responds to customer service problems or requests for information regarding technology. Answers Help Desk support line and performs first level systems problem determination including but not limited to the operation of personal computers, mainframe, mid-range, peripheral data processing equipment and problem determination on selected software applications. Logs all calls into service desk incident/request tracking system as mandated by the incident Management Process. Analyzes incidents and takes corrective action across functional areas for incident resolution; consults closely with clients and internal staff to prevent incidents and provides assistance as needed, ensuring the highest level of service; assists in maintaining standards and procedures as related to the Help Desk including Service Level and Production Support Agreements; follows established policies, procedures or specific instructions; provides quality support with a high degree of customer satisfaction, technical expertise and timeliness.

Total Compensation

We offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

Required Qualifications:

• Proficient with Active Directory Users and Computers
• Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
• Must demonstrate customer service skills appropriate to the job
• Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)
• Knowledge of MS Office Suite, Windows OS, and MAC OS
• Knowledge of Apple and Android mobile devices
• Experience with ticket tracking system
• Experience with remote support tools
• Excellent written and verbal communication skills in English
• Demonstrated knowledge of proper telephone usage and etiquette
• Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required
• Ability to troubleshoot and resolve issues using remote control and screen sharing tools
• Ability to maintain a work pace appropriate to the workload
• Ability to establish and maintain effective working relationships across the Health System
• Ability to document resolutions clearly within a ticket system and knowledgebase

Preferred Qualifications:

• Knowledge of University and medical center organizations, policies, procedures and forms
• Knowledge of ITSM ticketing system
• Knowledge of ITIL best practices
• Certifications or College Courses in the Information Technology area

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Legal Right to Work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal 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, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.