Customer Support Services Analyst

UCSD Layoff from Career Appointment: Apply by 11/12/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 11/22/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

We are looking for a highly skilled and customer-oriented professional to join our Information Services (IS) team as a Customer Support Services Analyst. This role is essential in providing top-notch technical support across a wide range of IS services, including both hardware and software applications. The ideal candidate will deliver a mix of on-site and remote support, ensuring that our users receive prompt, effective assistance whether they are in the office or working remotely. This position involves both Field Support and Service Desk functions, making it a critical component of our IS service delivery model.

Key Responsibilities:

Customer Service:

• Serve as the first point of contact for IS support requests, with a strong emphasis on providing exceptional customer service and ensuring a positive user experience.
• Assist users with navigating and troubleshooting a variety of software applications and hardware, providing clear and effective guidance.
• Prioritize and manage a high volume of support tickets, ensuring that all issues are resolved quickly and to the user's satisfaction.
• Maintain a customer-centric approach, ensuring that all interactions are handled with empathy and professionalism.

Technical Support:

• Provide comprehensive technical support for hardware, software, and network-related issues, including desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Diagnose and resolve software and application issues, ensuring that all installed applications are functioning optimally for end-users.
• Facilitate software installations, updates, patches, and troubleshooting to minimize disruptions to end-user productivity.
• Deliver a mix of on-site and remote support, efficiently addressing technical challenges.

Systems and Tools Management:

• Configure, install, and maintain computer systems and applications, ensuring that all software is up-to-date and secure.
• Assist in the deployment of new software tools and systems, ensuring seamless integration and operation within the existing IS infrastructure.
• Conduct routine system checks and performance monitoring to proactively identify and address potential issues.
• Work closely with other IS teams to manage system dependencies and ensure smooth operation of enterprise-wide applications.
• Ability to use a variety of support tools to enhance support capabilities and improve end-user experience.

Training and Documentation:

• Provide one-on-one training to end-users on new and existing software applications and tools.
• Contribute to the development of knowledge base articles to streamline support processes and improve user self-service capabilities.

Collaboration and Communication:

• Work closely with other IT teams, including software developers and system administrators, to resolve complex issues and implement effective solutions.
• Communicate effectively with users to understand their needs, troubleshoot issues, and provide clear and actionable solutions.
• Act as a liaison between end-users and higher-level technical support when necessary, ensuring that complex issues are escalated and resolved appropriately.
• Communicate effectively with non-technical stakeholders, providing regular updates on the status of support requests and ongoing issues.

MINIMUM QUALIFICATIONS

• A Bachelor's Degree in related area; and/or equivalent experience/training.

• Professional experience, and proven success, providing information systems support and management in a large scale organization.

• Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

PREFERRED QUALIFICATIONS

• Strong technical knowledge of hardware, software, and networking concepts, with experience in both on-site and remote support environments.

• Proven ability to provide exceptional customer service in a high-volume, fast-paced environment.

• Excellent problem-solving skills, with the ability to troubleshoot and resolve a wide range of technical issues.

• Excellent interpersonal and communication skills, with the ability to work effectively with all levels of technical and non-technical personnel.

• Strong understanding of software troubleshooting, including experience with a variety of enterprise applications and operating systems.

• Demonstrate critical and analytical skills, with a focus on delivering solutions that enhance user satisfaction.

• Experience working in a fast-paced, high-volume call center or support environment is highly desirable.

• Demonstrate meticulous attention to detail, ensuring that every interaction and resolution is handled with precision and care.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $59,675 - $96,006 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $28.58 - $45.98

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

Location: San Diego, CA, US

Posted Date: 11/28/2024