Job Requisition Number: 25828. Campus Shared Services (CSS), a division of the UC Berkeley Office of the Vice Chancellor for Administration, provides reliable, high-quality administrative support to faculty, academics, staff, student employees, and retirees in support of the UC Berkeley mission of teaching, research, and public service.
CSS provides services in the areas of Business and Financial Services, Human Resources/ Academic Personnel Support, Information Technology, and Research Administration to nearly all campus units.
What we do to support the UC Berkeley campus: •Make it easier to get things done by simplifying and standardizing certain common administrative tasks and processes across the entire campus. •Direct more resources toward Berkeley’s teaching, research and public service mission by generating savings for the campus. •Meet the unique needs of departments, labs, units, and our campus by drawing from the expertise of staff and faculty throughout the design and implementation.
•Assists supervisor in day-to-day management of the team. Such duties include, but not limited to, coordinating staff schedules and business coverage, reporting and resolving system outages, and preparing workflow and process documentation. •Represents team to customers, partners and colleagues as voice of team. •Act as proxy for Supervisor, when required •Keep the Supervisor apprised of daily and upcoming changes and needs for zone’s departments and EUDS techs. •Coordinates training and cross-training efforts for both new hires and existing employees, respectively. •Provide input for annual performance review of zone’s EUDS techs •As needed to backup Zone Supervisor, approve time tracking for Zone team staff •Ticket Queue Management - ensure that new and unassigned tickets are being owned and worked on. •Ensures that team’s existing tickets that require follow-up are being regularly monitored and addressed in a timely manner. •Serves as primary escalation point of contact within and among CSS IT teams for questions or issues •Applies business/technical support concepts to perform (highest-level) technical support, analyze application problems, and resolve complex issues that may have strategic impact. •Develops or escalates training as needed based on consultation with users and understanding of technology, including FAQs, knowledge-based entries, and job aids to assist users electronically. •Analyzes and prepares various levels of internal and external facing documentation used by other technicians, end-users and campus-wide. •Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support, insuring referral to appropriate level of services. •Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other IST service providers and third-party vendors. •Other miscellaneous duties including participation in project teams as supervisor, manager, coordinator upon request of Supervisor or other CSS IT senior leadership•Requires thorough knowledge of desktop and business/technical support systems. •Applies required skills and abilities necessary to complete the most technical business/technical support functions. •Requires knowledge of other areas of IT. •Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization. •High level of customer service and interpersonal skills •Demonstrated Leadership ability •Understand change management and flexibility in the workplace •Must be able to safely lift and/or carry computers and equipment up to 40 pounds with or without a reasonable accommodation.
Education/Training: •Bachelor's degree in related area and/or equivalent experience/training This position is in a job classification that was recently added to the University’s Technical (TX) Unit as a result of a petition filed by the University Professional Technical Employees union (UPTE). The TX Unit, which is exclusively represented by the University Professional and Technical Employees union (UPTE), is the bargaining unit that includes approximately 3,400 technical support professionals who provide a wide range of technical support services for instruction, research and clinical care at the University.
The current Memorandum of Understanding (MOU) between the University and UPTE regarding the TX unit will govern the terms and conditions of your employment and can be seen online at https://ucnet.universityofcalifornia.edu/labor/bargaining-units/tx/index.html. However, because that MOU was not negotiated with your job classification in mind, there are certain terms and conditions of employment for your classification that are currently being negotiated with UPTE. They include: i) Transitioning employees paid on open salary ranges to step-based salary scales; ii) The effective date that union dues/agency fee payments will begin being deducted from your pay check; and iii) Certain terms pertaining to your retirement benefits.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.
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