Position Number: Dept: ENT APPS & INFRASTRUCTURE SVCS

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1 Position Description Report Run Date Position Number: Apr :03PM Dept: ENT APPS & INFRASTRUCTURE SVCS Position: Approved Payroll Title Code: 7309 SR. IT SUPPORT SPECIALIST Approved Payroll Title: INFO SYS ANL 3 Approved MSP Salary Grade: Approved PSS Salary Grade: POSITION DETAILS Job Summary: Campus Job Scope: Department Specific Job Scope: Positions Supervised: Essential Responsibilities: PSS23 Under direction of the ITPS manager and supervisor, provide second- and third-tier computer workstation and IT service troubleshooting and support via telephone, , remote administration tools, and onsite visits to customer premises. Research, propose, and implement automated support solutions for desktop and laptop computer hardware and peripherals, operating systems, application software, and IT services. Manage Windows and Mac client workstations, install and configure standard operating systems, software applications, antimalware, and remote administration tools. Configure workstations to match department or unit specific configurations and to comply with campus security policies. Maintain hardware and software asset management data. Assist the workgroup, unit, or department with special projects. This position provides workstation support, system administration, and network administration to IET and campus clients, both staff and faculty. A high degree of integrity and exceptional customer service skills are required. N/A 40% COMPUTER WORKSTATION AND IT SERVICES SUPPORT -Provide direct support for desktop and laptop computer hardware and peripherals, Windows and Mac operating systems, application software, and IT services via telephone,

2 , remote control applications, and in-person at customer premises. -Provide an escalation point for and technical guidance within the ITPS team. Follow incident management process to log all incidents in IT Service Management system. -Troubleshoot network connectivity issues -Maintenance of accurate, effective, and timely incident response documentation in accordance with department policies, procedures, and practices. -Initiate problem management processes, escalation of issues to specialist staff, linking incidents to systemic problems, and communication of workarounds and/or resolutions to clients. -Execute the service request fulfillment process, determining applicability and provisioning service accounts and features for clients. -Maintain detailed customer and billing records. -Participate in meetings and ad hoc workgroups. -Provide other similar technical support services assigned by the ITPS supervisor, manager or other designated supervisory staff. 40% DESKTOP ENGINEERING In concert with other ITPS Senior Support Specialists, develop, deploy, patch, and manage unit-specific workstation operating systems and third-party applications and drivers using tools such as BigFix, Casper, and SCCM. -Design, planning, and implementation of Active Directory Group Policy Objects to manage domain-bound workstations. -Identify and test new tools and techniques to automate workstation deployment, administration, and maintenance. -Assist in the automated management of Windows and Mac client workstations. -Plan, build, initialize, and update workstations as new releases, upgrades, patches, and hotfixes become available and approved. -Follow documented procedures, install and configure standard operating systems, software applications, antimalware, and remote administration tools. -Configure workstations to match department or unit-specific configurations and to comply with campus security policies. -Install and upgrade software in response to client requests, campus standards, security requirements, or to resolve problems. -Assist with software release processes for testing new versions of software to ensure compatibility with business

3 systems and the campus computing environment. 10% ASSET MANAGEMENT AND SPECIAL PROJECTS -Maintain hardware and software asset management data. -Under the direction of the ITPS manager and supervisor, perform annual and ad hoc physical audits of all items in inventory. -Work with the business teams of supported units to develop and maintain hardware replacement schedules -Provide other similar services assigned by the ITPS manager or supervisor. -Assist the workgroup, department, or division with special projects. Work on short- and long-term assignments within the division. Assignments will be at the department's discretion, but related to work performed by the department or division. -Other special IT-related projects, testing, or support, as required. 10% SYSTEM ADMINISTRATION -Manage Microsoft Deployment Toolkit to develop and deploy unit-specific OS builds and other software to Windows workstations. -Manage DeployStudio to deploy OS builds and other software to Apple workstations. -Provide uconnect support to both internal & external clients. -Administration of select applications providing services to end users. Lift and move materials weighing up to 50 pounds. Physical Demands: Work Environment: Position requires reaching and working with equipment mounted in computer racks & access and work with equipment that may be located anywhere from floor level to the top of 7-foot high racks. Read computer and electronic device monitors for extended periods of time. Due to the mission-critical services provided by this department, this position may work hours other than M-F 8-5, especially in response to system problems. Shift reassignments may occur to meet operational needs. Must be routinely on-call as required and carry cell phone. Work in a busy office environment with frequent

4 interruptions. Frequent travel between campus and off-campus locations. Work occasional overtime on short notice. Use computer equipment for extended periods. Work with clients via telephone for extended periods of time. Background Check: QUALIFICATIONS Minimum Qualifications: Preferred Qualifications for Selection: UC Davis is a smoke and tobacco free campus effective January 1, Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (ecigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Yes -Experience independently researching, planning, testing, documenting, and resolving IT incidents and problems. -Advanced experience in supporting and maintaining PC and Mac hardware, and related software applications. -Advanced experience in supporting Windows 7+ and Mac OS X operating systems. -Advanced experience in supporting Microsoft Office and Adobe Acrobat. -Experience in supporting wired and wireless networks. -Advanced experience in supporting Microsoft Outlook and mobile Microsoft Exchange clients. -Experience in managing Microsoft Active Directory and Group Policy Objects. -Experience to support Microsoft Exchange services. -Advanced experience in supporting physical and logical disk management, disk encryption, printer and other device drivers, peripheral connection technologies, client applications, web browsers, and software programs. -Experience assimilating technical concepts, terms, and material, and explaining this material to non-technical clients. -Experience communicating with multiple levels of a hierarchical organization. -Experience to provide technical support for the campus's onpremises and cloud and calendaring services. -Knowledge of the Incident Management, Problem

5 Management, and Service Request Fulfillment concepts of ITIL V3. -Experience developing and applying creative, innovative concepts to problem resolution. -Experience working both independently and in a team environment to provide technical support and consulting services to clients. -Experience providing technical support in a higher education environment. -Experience to deploy, maintain, and support workstations using Microsoft Deployment Toolkit, System Center Configuration Manager, and Windows Deployment Services. -Experience with managing workstation security and software with BigFix/IBM Endpoint Manager. -Working knowledge of Microsoft PowerShell. Expectations Job Expectations -Understand and model the UC Davis Principles of Community. -Be consistently punctual, reliable and flexible in a dynamic work environment with frequent changes in work priority, scope, location, and schedules. -Learn and understand business needs, applying technology IT to meet those needs in a sustainable manner. -Understanding the practical implications of the application of information technologies. -Consistently perform technical support and project management of small to medium-sized projects with minimal direction. -Work independently without a higher-level technical support person within the workgroup to escalate difficult problems, individually and as part of a team. -Give and receive clear, diplomatic directions and information. -Assess training needs, then develop and teach technical subjects to both technical and non-technical audiences. -Learn, develop and apply new skills from self-guided study of any available technical materials, applying learned information to meet changing requirements and promote professional growth. -Evaluate new and emerging technologies to advise/implement migrations or transitions from older technologies. Think creatively and apply innovative concepts

6 to problem resolution. -Close stewardship of physical, human, and financial campus resources. -Ability to establish work priorities with minimal supervisory input. -Collaboration with technical staff across campus to stay abreast of available computing developments, resources, and techniques. -Independently follow projects through to successful completion with a high degree of quality and effectiveness. -Provide computer support and consulting services in accordance with client and/or department timelines, standards and guidelines. -Maintenance of accurate and timely billing records in accordance with department policies, procedures and practices. -Investigate, analyze, define and resolve network hardware and software problems in order to implement accurate, secure, cost-effective and timely solutions. -Implement accurate, secure, cost-effective and timely solutions. -Provide excellent technical support to all users including those in sensitive positions such as senior managers, directors, and higher executives. -Present well-researched, well-documented and well-written project proposals, plans, and status reports.

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