The Information Technology (IT) Field Service Technician is a mid-level support position for problem resolution, and providing technical recommendations for more complex problems. The individual participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The individual is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies.
The Technician is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. The individual will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. The individual will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The Technician must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. The Technician must be flexible with scheduling and willing to work nights and weekends.
IT FIELD SERVICES
The IT Field Services (ITFS) team offers support for computers and devices at UCSF. With two service levels to choose from and tight integration with the IT Service Desk, ITFS offers a unified set of support services.
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences.
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