Business/Tech Support Analyst 2

UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability. Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what's right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego's Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change. The Business & Technical Support Supervisor role is part of Customer Engagement which forms one of several groups within the IT Workplace Technology Services teams that provides Web Technology Services, Web Content Management Services, Cloud Tools and Hosting Services, Messaging and Collaboration Services, E-Signature Services, Business Intelligence and Analytics services and support for the campus community. The Workplace Technology Services (WTS) team provides campus-wide services including email & collaboration, Web Content & Case Management, Business Intelligence and analytics platforms, Technology Platform Services, Service Operations, Service Desk, and Endpoint Management [(Field Support, HW Procurement/Sysadmin duties/MDM/Backup) and Software Licensing Support for UC San Diego and affiliates]. As part of the Endpoint Management team, the Field Support team provides direct support for end-user devices and peripherals, consultation regarding best practices, guidance for utilization of end-user tools, and general assistance to enable the supported customer base to access needed IT services. Leveraging the University's implementation of its enterprise-wide service management platform (ServiceNow) all members of the IT Workplace Technology Services team, including the Customer Engagement team, will be provided opportunities to identify and standardize service processes across the IT environment. New initiatives that will actively include the Endpoint Management team is implementation of the ServiceNow Hardware Asset Management component to track and manage the end-to-end lifecycle of hardware assets for supported units and the fully utilizing integrated Information Technology Services department in support of the university's mission for critical teaching, learning, and research. Responsibilities: ~Prioritizes tasks and assignments delegated by management and clients. Establishes procedural methods and policies to insure smooth delivery of routine services. Works on issues of limited scope. Requires full knowledge of own area of functional responsibility. ~Provide hardware and software technical support to over 5,000 customers throughout the UC System. (i.e. Resource Management and Planning, Advancement, Housing, Dining & Hospitality, Human Resources, Business and Financial Services, Research Affairs, and Information Technology Services) ~Applies professional business/technical support concepts to resolve escalated hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. ~Provides strategic input to system redesign or development efforts based on user needs. Ability to w

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