University of California, Berkeley

The Helpdesk Analyst (Business/Tech Support Analyst 3) provides day-to-day consultation, escalated support for more complex issues, training and troubleshooting to the personal computer (including laptop) of over 1000 law students for hardware, software, and network related issues.. Provides service/troubleshooting for multiple devices (PC, Mac, Android phone, iPhone, and Tablets) and operating systems (Windows, MacOS, Android, iOS).. Issues can range from campus wifi, campus email, campus remote storage, campus calendar, classroom assignment access, personal email, campus printing, library database, and compromised devices (laptops, phone, tables).. Coordinates with Law School and Campus IS&T to resolve student account issues, migrate campus data into library database.. Knowledge of information security best practices and standards such as the NIST Cybersecurity Framework or CIS Benchmarks.

helpdesk analyst

About Berkeley At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.
At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.
Departmental Overview
UC Berkeley's School of Law is one of the nation's great centers for legal education, ever exploring and pushing new intellectual boundaries while tackling urgent, real-world issues.The law school is also known for its vibrant and engaged community of students and scholars who are committed to providing leadership and making a difference on problems of local, national and global import.Currently ranked among the top law schools in the country, the School of Law has ambitious development goals as it looks to continue producing leaders in law, government, and society.
The Law Library holds one of the largest law collections in the world housing an extensive collection of Anglo-American, international, foreign, and comparative law. The Law Library serves a faculty of more than 100, including tenured and tenure track, clinical, adjunct, and visiting professors and lecturers; more than 1000 J.D. students; 250 LL.M. students; 150 Professional Track LL.M. students in the summer; graduate students from the School of Jurisprudence and Social Policy; more than 100 visiting scholars each year; as well as researchers from other scholarly and legal communities. These include members of the University of California community, private attorneys, and members of the general public. Berkeley Law is the home of the prestigious Robbins Collection, which specializes in religious and civil law, and includes rare books and manuscripts. The Law School has a wide variety of research centers, clinics, and projects.
The Berkeley Law Library's IT department provides computing support for law school students, staff and the public, as well as support for library's integrated library system (TIND). The Helpdesk Analyst (Business/Tech Support Analyst 3) provides day-to-day consultation, escalated support for more complex issues, training and troubleshooting to the personal computer (including laptop) of over 1000 law students for hardware, software, and network related issues. Furthermore, the Helpdesk Analyst manages and supports related computer systems and peripheral devices of the computer lab; installs and configures systems of the library staff; recommends hardware and software acquisitions and upgrades and implements IT projects as assigned.
Application Review Date
The First Review Date for this job is: January 31, 2024
Responsibilities
User Support and Consulting:
Provides escalated Tier 3 (highest level) technical support (hardware and software) and ongoing customer service to staff, law students, and the public via many points of service entry: chat, in-person, phone, ticket system, and remote access.
Identifies, documents, and reports network connectivity issues and campus account issues.
Provides service/troubleshooting for multiple devices (PC, Mac, Android phone, iPhone, and Tablets) and operating systems (Windows, MacOS, Android, iOS).
Issues can range from campus wifi, campus email, campus remote storage, campus calendar, classroom assignment access, personal email, campus printing, library database, and compromised devices (laptops, phone, tables).
Troubleshoot issues and provide technical solutions for variety of non-English devices and software that need access to campus resources.
Provides feedback on replacements and upgrades when necessary.
Computer Lab and Library Computing Management:
A pplies professional business/technical support concepts to provide workstation support for over 1000 students, 30 library staff computers and public patrons utilizing student computer lab (30 desktops) and public access computers (14) for library patrons.
Applies business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact.
Logs, categorizes and oversees ticket assignments for technical support, including all walk-in, phone, and email service requests in the Library Computer Services Ticket Tracking System (Footprints).
Tests hardware, software and configurations and analyzes / summarizes reports of results, drawing conclusions and making recommendations.
Troubleshoots, resolves or appropriately triages complex network connectivity issues on scanning and printing solutions that are tied to campus internet, remote storage (Google Drive, Box), email, and campus printing system
Independently researches and designs hardware and software solutions for computer lab, public terminals, scanning and staff workstations.
Creates and oversees creation and editing of complex technical documentation for staff, students, and public.
Creates resources for users through frequently asked questions, knowledge-based entries, and job aids to assist users electronically.
Interviews potential student employees and provide hiring recommendations.
Trains and schedules work hours of student employees
Assists student staff in resolving customer problems.
Communicates to student staff on solutions for relevant technical issues and on-going campus issues.
Account Management:
Coordinates with Law School and Campus IS&T to resolve student account issues, migrate campus data into library database.
Engages in professional development and training opportunities as needed
Performs additional duties within the scope of this classification as assigned
Required Qualifications
Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
Working knowledge developing and managing enterprise deployment of the most current version of Windows, Microsoft Office, OS X, Adobe and other productivity products in an enterprise, networked environment.
Experience in use and/or knowledge of complex scripting languages.
Demonstrated ability to configure and customize moderately complex software.
Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
Interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization.
Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Experience developing and administering formal technical training to users at a variety of levels.
Problem solving skills in a complex, multi-ecosystem environment with an emphasis on teamwork, delegation, and escalation with an ability to provide technical and administrative work direction.
Demonstrated written and verbal skills.
Demonstrated skill at creating technical documentation for complex processes and applications.
Demonstrated judgment to delegate / escalate issues appropriately.
Ability to develop, schedule and execute on multiple, simultaneous projects and deadlines
Demonstrated commitment to and understanding of diversity, equity, inclusion, and belonging (DEIB), and ability to apply and integrate core concepts of DEIB into everyday practice.
Must be committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included.
Must demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community.
Ability to lift 50 pounds.
Education/Training:
Bachelor's degree in related area and / or equivalent experience / training.
Preferred Qualifications:
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
Advanced knowledge of Google for Education and Microsoft Office 365.
In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.
In-depth understanding of decentralized divisional and institutional business processes to provide the highest level of support.
Knowledge of information security best practices and standards such as the NIST Cybersecurity Framework or CIS Benchmarks.
General knowledge of other areas of IT.
Familiarity of and/or ability to learn UC Berkeley campus computing standards, recommendations and policies, including security standards.
Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The budgeted salary or hourly range that the University reasonably expects to pay for this position is $83,956.81 (step 5.0) - $ 97,324.43 (step 8.0).
This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
This position is exempt and paid monthly.
This is a hybrid position, eligible for up to 20% remote capability.
How to Apply
To apply, please submit your resume and cover letter.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
Other Information
This position is governed by the terms and conditions in the agreement for the Technical Unit (TX) between the University of California and the University Professional and Technical Employees (UPTE). The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/tx/index.html
Equal Employment Opportunity
The University of California 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, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.
For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy. #J-18808-Ljbffr

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