Business/Tech Support Analyst 2
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Upload Your ResumeAbout This Role
The Business/Tech Support Analyst 2 responds to customer service problems and information requests regarding technology, providing first level systems problem determination for various hardware and software applications. The incumbent will log all calls in a service desk tracking system, analyze incidents, and consult with clients and staff to prevent future issues.
Responsibilities
- Respond to customer service problems or requests for information regarding technology
- Answer Help Desk support line and perform first level systems problem determination for computers, mainframe, mid-range, peripheral data processing equipment, and selected software applications
- Log all calls into the service desk incident/request tracking system
- Analyze incidents and take corrective action across functional areas for incident resolution
- Consult closely with clients and internal staff to prevent incidents and provide assistance
- Assist in maintaining standards and procedures related to the Help Desk, including Service Level and Production Support Agreements
- Provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness
- Document resolutions clearly within a ticket system and knowledgebase
Requirements
- Proficiency with Active Directory Users and Computers
- 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
- Ability 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
Qualifications
- Minimum 6 months of IT Support experience (Service Desk, Help Desk, or Call Center)
Nice to Have
- 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
Skills
* Required skills
Benefits
About UCI Health
UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. It comprises UCI Medical Center, a 459-bed, acute care hospital, four hospitals, and affiliated physicians of the UCI Health Community Network and ambulatory car...