Job Requisition Number: 27368. IT Client Services provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of 'we are here to help' reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.
•Involves providing day-to-day consultation, training, instruction, trouble-shooting, problem-solving to the personal computer user for hardware, software, network and related computer systems and peripheral devices. Insures their operation for individuals and groups of computer users. Installs and configures systems; recommends hardware and software acquisitions and upgrades. Is a true Customer Service Professional. •Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support, insuring referral to appropriate level of services. •Applies customer service/business/technical support concepts to perform Tier 1/2/3 technical support. •Applies business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact. •Is a customer support advocate, provides bridge between customer needs and highly technical support groups (ex: enterprise applications, telecom, network), other IST service providers, and third-party vendors. •Manages IT projects, may function as a lead within the department. •Analyzes and prepares various levels of internal and external facing documentation used by users and campus-wide. •Configures and customizes complex applications based on user needs. •Understands marketplace, trends (locally and in technology in general) relative to user needs to direct campus purchasing decisions. •Provides strategic input to system redesign or development efforts based on user needs. •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.•Bachelors degree in related area and/or equivalent experience/training •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. •Has extensive understanding of unit's business processes to provide back up to support staff of unit. 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:
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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