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Desktop Support Technician
4 months ago
Under the general supervision of the UCLAHealth Sciences Schools' Client Services Desktop Support Manager, the DesktopSupport Technician (DST) is responsible for providing desktop support to theUCLA Health Sciences faculty, staff, and students. This position providesday-to-day consultation, training, instruction and troubleshooting orproblem-solving to technical staff and end users for hardware, software,network and related computer systems, handheld and peripheral devices andensures their operation for individuals and groups of computer users. The DSTprovides a high-level of customer service in accordance to the values of UCLADigital Technology (DGIT). Some support may be required in emergencies, eitherin-person or remotely, and sometimes after normal business hours.
QualificationsProvide technical support for DGIT-supported departments at various locations around Campus. Position requires some walking or shuttle transportation use at times.
Familiarity with various email clients and configuration of O365 on Windows and Apple operating systems, as well as iOS and Android devices.
Demonstrated ability to write clear, precise, detailed, comprehensive and grammatically correct emails, letters, memos, reports, policies and procedures.
Administration of Active Directory Users and Objects.
Knowledge of troubleshooting client wired and wireless networking and connectivity issues.
Ability to work in situations with minimal supervision, scheduling tasks according to priority and manage a heavy workload.
Previous experience with client technical support in an enterprise environment.
Interpersonal skills to work effectively with staff, faculty and administrators as well as train them to use software such as VPN, Citrix, Remote Desktop and others.
Demonstrated oral communication skills to speak effectively on a one-to-one basis and in groups having a wide range of computer literacy, to engage in fact finding and to convey information to clarify conceptual issues.
Familiarity with higher education and practices and procedures. Familiarity with HIPAA and other considerations related to working in a medical environment. Must be comfortable working in a hospital environment.
Knowledge of encryption practices and tools including Bitlocker and Filevault.
Experience with imaging technologies such as MDT and Deployment Studio.
Ability to train new staff in DGIT practices and procedures.
