Career Opportunities

Business/Tech Supp Analyst 2 - Client Services - FT Variable at Careers | UC Irvine Health - 13479

Updated: November 14, 2019

Job Description & Salary Range


UC Title:                                    Business/Tech Supp Analyst 2

Position Number:                    10006383

Reports to:                               Business/Tech Support Supv 2

Working Title:                          Business/Tech Supp Analyst 2

Cost Center:                             Client Services (8546)

Bargaining Unit:                      TX

FLSA:                                        Nonexempt

Job Code:                                 7359

Date Created:                           09/04/2019

Shift:                                         Day Shift

Hours:                                       40.00


Position Summary: 

Reporting to the Help Desk and Desktop Supervisor, responds to customer's 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.


Salary Range: 


Rate    Minimum  $23.71   Midpoint  $30.92   Maximum  $38.13


Required Qualifications:

Ability to document resolutions clearly within a ticket system and knowledgebase

Ability to establish and maintain effective working relationships across the HealthSystem

Ability to maintain a work pace appropriate to the workload

Ability to troubleshoot and resolve issues using remote control and screen sharing tools

Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required

Demonstrated knowledge of proper telephone usage and etiquette

Excellent written and verbal communication skills in English

Experience with remote support tools

Experience with ticket tracking system

Knowledge of Apple and Android mobile devices

Knowledge of MS Office Suite, Windows OS, and MAC OS

Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)

Must demonstrate customer service skills appropriate to the job

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Proficient with Active Directory Users and Computers


Preferred Qualifications:

Certifications or College Courses in the Information Technology area

Knowledge of ITIL best practices

Knowledge of ITSM ticketing system

Knowledge of University and medical center organizations, policies, procedures and forms


Physical, Mental & Environmental Demands:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

101 The City Drive
Orange , CA , United States
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