Computing Services Technician
The University of California, San Diego
About this position
Position Description
DEPARTMENT OVERVIEW UC San Diego Division of Extended Studies serves as a catalyst for positive change by advancing global access, equity, and social and economic mobility through educational enrichment across the lifespan. As a fully self-supporting division under UC San Diego Academic Affairs, Extended Studies operates year-round (12 months of active instruction) with a budget of $50 million annually. A team of 260 academic and staff employees and more than 1,200 instructors fulfill the mission of delivering exceptional educational experiences and services that reflect our standing as part of a top-tier globally renowned public research University. Extended Studies operates in 200,000 square feet of managed space, including a headquarters building with classrooms, training spaces and key administrative offices adjacent to the UC San Diego campus, as well as off-campus classroom facilities in nearby University City. The division maintains a robust online learning platform, operating 24/7 with webcasting and video-conferencing capabilities, while also maintaining a strong web presence with e-commerce operating 24/7. There are over 90,000 enrollment transactions annually, supported by a robust network of representatives, agents, and students. Focused on community engagement and enrichment, the division operates two television stations, UCTV and UCSD-TV, and a variety of public lecture programs, while staying active in federal, state, local, and private research and technical assistance programs and activities. Extended Studies is also responsible for the management and financial, operational, and programming oversight of UC San Diego Park & Market, a 66,000-square-foot, four-story, multi-purpose office building located in the East Village neighborhood of downtown San Diego. Park & Market supports and hosts a wide variety of civic, community, corporate, and campus events, meetings, conferences, and programs. POSITION OVERVIEW Under supervision of the DES-IT Manager, this position will provide support for computer related hardware and software to the Division of Extended Studies (DES) staff and academic labs. They will troubleshoot hardware and software issues with desktop and laptop systems. Position will install/upgrade operating systems (Windows 11 and Mac OSx), software and applications. Duties will include tracking and resolving appropriate helpdesk requests and routing requests outside this position's scope to the proper staff within DES. Incumbent will be responsible for answering general user questions, provide basic application training (both MS Office Suite and in-house applications) resolve general computing problems (software and hardware), installation of new hardware including desktop and laptop computers, printers, scanners, and other peripheral devices. Incumbent will use central management tools to image computers and if necessary, push specialized software packages to desktop systems. Incumbent will also assist in maintenance, inventory and registration of IP addresses within the DES network. Incumbent will be responsible for maintaining documentation both for internal and general user use. Other technical and general support tasks include preparing the academic computing labs and instructional laptops each quarter, installing and configuring software, and distributing build images to the labs. Solving classroom AV issues are part of the duties of this position.
Qualifications
Experience with the installation and maintenance of Windows 11 and Mac OSX; familiar with Windows and Mac OSX networking protocols and terminologies. Experience installing computer workstations, including desktops and laptops, printers, scanners, copiers, hand-held devices, and other peripherals. Demonstrated experience troubleshooting, diagnosing, and resolving issues in a timely manner for hardware, software, and network problems on Windows and Mac OSX computers. Thoroughly document problem and outcome. Experience using, and supporting users on the use of, standard office productivity applications. Demonstrated ability to identify/clarify user's problem with Outlook, Word, Excel, PowerPoint, Access, Acrobat, browsers etc. and the ability to research resources to assist the user. Demonstrated understanding of networked computer operating system configurations. Working knowledge of network and wireless technology, TCP/IP networking concepts including configuration of workstations, laptops, and printers, and peripherals, including the ability to identify and troubleshoot network connectivity problems using standard industry tools and network media. The ability to handle multiple tasks and to prioritize requests, seeking out supervisory direction when necessary. Excellent interpersonal and communications skills including tact, diplomacy, and flexibility in dealing with individuals from a wide variety of backgrounds and cultures. Must be able to provide excellent customer service under stress. Demonstrated ability to convey technical information in a clear and effective manner both in written and oral form. Functional familiarity with computer hardware components including hard drives, memory, video and network cards. Ability to work independently at remote locations with little or no daily direction Experience using or willingness to learn a documentation or "ticket" system. Ability to appropriately document the technical issue, assign the ticket and update the ticket as needed. The ability to write clear, concise trouble tickets, containing key information and customer contact information.