Business/Tech Supp Analyst 2 - Client Services - FT - Variable Shift- Hybrid

Business/Tech Supp Analyst 2 - Client Services - FT - Variable Shift- Hybrid
Req ID: 94124
Location: Irvine, California
Division: Medical Center
Department: Client Services
Position Type: Full Time
Salary Range Minimum: USD $19.06/Hr.
Salary Range Maximum: USD $33.91/Hr.
Who We Are
UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. UCI Health is comprised of its main campus, UCI Medical Center , a 459-bed, acute care hospital in Orange, Calif., four hospitals and affiliated physicians of the UCI Health Community Network in Orange and Los Angeles counties and ambulatory care centers across the region. Listed among America's Best Hospitals by U.S. News & World Report for 23 consecutive years, UCI Medical Center provides tertiary and quaternary care and is home to Orange County's only National Cancer Institute-designated comprehensive cancer center , high-risk perinatal/neonatal program and American College of Surgeons-verified Level I adult and Level II pediatric trauma center , gold level 1 geriatric emergency department and regional burn center . UCI Health serves a region of nearly 4 million people in Orange County, western Riverside County and southeast Los Angeles County.
To learn more about UCI Health, visit ucihealth.org.
Your Role on the Team
Position Summary:
Incumbent responds to customer 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.
What It Takes to be Successful
Required Qualifications:
Proficient with Active Directory Users and Computers
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Must demonstrate customer service skills appropriate to the job
Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)
Knowledge of MS Office Suite, Windows OS, and MAC OS
Knowledge of Apple and Android mobile devices
Experience with ticket tracking system
Experience with remote support tools
Excellent written and verbal communication skills in English
Demonstrated knowledge of proper telephone usage and etiquette
Ability to work variable shifts including nights, weekends and holidays as needed, as well as to travel to off site locations as required
Ability to troubleshoot and resolve issues using remote control and screen sharing tools
Ability to maintain a work pace appropriate to the workload
Ability to establish and maintain effective working relationships across the Health System
Ability to document resolutions clearly within a ticket system and knowledgebase
Preferred Qualifications:
Knowledge of University and medical center organizations, policies, procedures and forms
Knowledge of ITSM ticketing system
Knowledge of ITIL best practices
Certifications or College Courses in the Information Technology area
Conditions of Employment:
Background Check and Live Scan
Legal Right to Work in the United States
Vaccination Policies
Smoking and Tobacco Policy
Drug Free Environment
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
California Child Abuse and Neglect Reporting Act
E-Verify
Pre-Placement Health Evaluation
Details of each policy may be reviewed by visiting the following page: /hr.uci.edu/new-hire/conditions-of-employment.php
Closing Statement:
The University of California, Irvine 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, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy .
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at *** or at ***, Monday - Friday from 8:30 a.m. - 5:00 p.m.
Consideration for Work Authorization Sponsorship
Must be able to provide proof of work authorization.
To apply, visit /jobs.uci.edu/careers-home/jobs/94124
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