Help Desk Support Analyst - 139203

Applies IT professional concepts, department / unit and campus / medical center / OP policies and procedures to resolve a variety of moderately complex issues in one or more IT areas of specialization. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.

Under general supervision, serves as the Tier 2 technical escalation point for the Help Desk team, resolving a variety of moderately complex incidents escalated by junior staff and student employees. Beyond reactive support, provides technical consultation to faculty, administrative staff, and research labs on software and hardware best practices. Troubleshoots moderately complex user account and connectivity issues, including diagnosing client-side secure network authentication failures, resolving file share access permissions, and assisting users with identity management credentials. Analyzes help desk data to identify recurring trends, recommending operational improvements and authoring advanced technical documentation to empower student and career staff on diagnostic procedures.

The position coordinates user endpoint management efforts by establishing standardized hardware configurations and ensuring fleet-wide compliance with UC San Diego Minimum Network Security Standards, including encryption, anti-virus, and patching, through established tools and methods. Additionally, the role applies security logic to manage high-level user permissions and physical access levels for research spaces, auditing authorization records to maintain data integrity (operational accuracy and policy compliance) for the departmental electronic access control system. Troubleshoots moderately complex access control hardware failures and leads infrastructure repair coordination with Facilities Management and vendor support.

The role also oversees the optimization of departmental audio-visual infrastructure and conference room systems. By analyzing failure trends and removing unstable legacy features, the position implements high-reliability solutions to minimize service interruptions. Finally, the role manages the strategic procurement of departmental software volume licenses and validates that all proposed acquisitions comply with University security standards and infrastructure compatibility requirements, ensuring technical implementations prioritize system stability and user experience.

• General knowledge of several areas of IT. Knowledge of various Windows (10, 11), Mac, and mobile device (iOS and Android) operating systems; standard business software (Microsoft Office, Adobe Reader/Acrobat, etc.); and basic computer hardware knowledge (Hard Drives, SSDs, RAM, CPU, etc.).

• Demonstrated ability to install software and troubleshoot and repair moderately complex problems with computing devices, peripherals and software. Understanding of system performance monitoring and actions that can be taken to improve or correct performance. Basic knowledge of incident response procedures. Demonstrated ability to follow software specifications

• Demonstrated knowledge of computer security tools, best practices and policies. Demonstrated skills applying security controls to computer software and hardware.

• Demonstrated testing and test planning skills.

• Ability to write technical documentation in a clear and concise manner. This includes internal and external/customer documentation.

• Demonstrated understanding of how system management actions affect users and dependent / related functions.

• Interpersonal skills sufficient to work with both technical and non-technical personnel at various levels in the organization. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to communicate technical information in both written and verbal formats.

• Self-motivated and works independently and as part of a team. Demonstrates problem-solving skills. Able to learn effectively and meet deadlines.

• Demonstrated experience in a help desk or service response environment in a large organization with ability to rapidly and efficiently respond to a wide variety of requests.

• Demonstrated experience with system (desktops, laptops, and printers) and user (local, Active Directory) management in a heterogenous environment.

• Ability to analyze problems and construct solutions.

• In-depth knowledge of Windows operating systems (Windows 10 and 11) including installation, configuration and troubleshooting.

• Knowledge and ability to maintain, troubleshoot, and upgrade audio-visual equipment hardware configurations.

• Experience with Microsoft Active Directory for user, computer, and group management

• Experience with TCP/IP based networking.

• Experience with using secured wireless networks.

• Understanding of physical security principles and electronic access control logic (permissions, schedules, and auditing).

• Knowledge of file sharing/network protocols, especially SMB based sharing.

• Demonstrated experience mentoring, training, or providing technical guidance to junior staff or student employees.

• Advanced diagnostic skills with the ability to perform root cause analysis on recurring hardware, software, and network incidents.

• Experience developing and maintaining standard hardware/software configurations and images for enterprise environments.

• The title/pay level for this position will be filled either as an INFO SYS ANL 1, non-exempt or as an INFO SYS ANL 2, non-exempt, based on the qualifications and experience of the candidate identified for hire.

• Must pass a background check.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity 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 status under state or federal law.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.

a. "Misconduct" means any violation of the policies governing employee conduct at the applicant's previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace