Job Description

The Senior Desktop Support Technician will be part of a team that provides a high level of technical support to students, staff and faculty and has experience in desktop service including hardware and software installation, and diagnosis and repair; The incumbent must have a strong attention to detail, analytical and organizational skills with excellent written and verbal communications skills. The Senior Technician should be customer service focused and have interpersonal skills that would enable the ability to work with the campus community in a tactful, patient and courteous manner as well as demonstrated ability to work with colleagues in a higher education environment. This position will also be the highest tier of technical support between ITS and vendors for various hardware and software issues for campus stakeholders. The Senior Technician must possess and apply seasoned, professional business and technical expertise on complex aspects of various technical issues and administration of business applications, desktop hardware, point-of-sale, digital signage, timekeeping hardware as well as any new initiatives/projects that are implemented. The incumbent will work collaboratively with our stakeholders (students, staff, faculty) and work directly with other ITS divisions to coordinate efforts and advocate for their customer on technical issues and projects. The Senior Technician must be a self-starter, demonstrate good judgement in selecting methods and techniques to obtain timely solutions, be able to work independently and collaborate with other units across campus as needed. The position will be responsible for documenting system requirements and defining scopes of projects as well as participate in the implementation of projects, evaluation of user needs, and defining technical problems to help in determining solutions. Efficiently manage and perform the specification, installation, deployments and maintenance of computer hardware and software in both managed and non-managed environments. Incumbent will also be required to monitor and triage call and ticket queues to ensure customer calls and tickets are promptly addressed to adhere to ITS SLA. This position seeks to independently streamline, uphold and update processes when necessary with little supervision. The Senior Technician is also responsible for supporting student staff by providing guidance, training and mentorship, through creation of Knowledge Base articles, adding relevant information to tickets that students can resolve with guidance, and by monitoring the helpdesk Slack channel for unanswered questions.The full salary range for the Senior Desktop Support Technician is $73,732.68 - $126,936.08 annually. However, the pay scale for this position is up to $85,000 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements. This position is classified as on-site.

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