Business/Technical Support Analyst 2 - Client Services - FT - Day

UCI Health is the clinical enterprise of the University of California, Irvine, and is seeking a Business/Technical Support Analyst 2 for their Client Services team. The role involves responding to customer service requests regarding technology, providing first-level systems problem determination, and ensuring a high level of customer satisfaction through effective support.

Responsibilities:

• 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

Requirements:

• 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
• 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