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

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Job description

Overview:
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 a 459-bed, acute care hospital in 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 , and American College of Surgeons-verified , and . 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

Responsibilities:
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.

Qualifications:
Total Compensation

We offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our and .

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:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following 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:

Closing Statement:

The University of California, Irvine is an . 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 .

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 (phone number removed), Monday - Friday from 8:30 a.m. - 5:00 p.m.

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