Deployment Support Specialist Job Listing at University of California in Santa Cruz, CA (Job ID 68340)

Description

JOB POSTING

This position is eligible for a hybrid telecommute agreement.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website. 

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD.  Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 05-21-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the campus's centralized resource to support and amplify research, instruction, learning, and digital experiences at UC Santa Cruz. We are a group of over 200 diverse, enthusiastic people who produce extraordinary results.  Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, resourceful, kind, and committed to inclusion.

ITS strives to continually improve service quality, experience, and value for our students, faculty and staff.  We are deeply committed to nurturing and strengthening an organization that values equity, work-life balance, and supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff.

We hope you are inspired by what we do and are excited to contribute to our mission. We are looking for candidates who do great work from different backgrounds and practices, and who will support our aspirations to shape an increasingly diverse, equitable, and inclusive organization. We encourage you to apply even if you do not believe you meet every qualification for the position but possess transferable skills and experiences.

University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, and Paid Holidays plus accrued vacation and sick leave.  Visit the UC benefits page for more information at UC Compensation and Benefits.  

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.

JOB SUMMARY

The role of the Deployment Support Specialist position is to provide support to the Specialized and Standard Desktop support team, participating in process development and improvement, providing logistical support, and deploying tools for use by other technicians.  This includes supporting the operation of the Hardware Depot, an organization within the unit that is responsible for the provisioning and distribution of university computers.  This includes duties such as participating in the development and deployment of support tools and processes, creating documentation, working with outside vendors to help inform equipment standards, and coordinating with other ITS units to integrate their services into our support structure.

APPOINTMENT INFORMATION

Budgeted Salary: $29.88 - $34.65/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment 

Job End Date: None

Work Location: UC Santa Cruz Main Campus. This position is eligible for a hybrid telecommute agreement.

Union Representation: TX Union

Job Code Classification: 007359 (BUS TCHL SUPP ANL 2 TX)

Travel: Never or Rarely

JOB DUTIES

50% - Supports Operations at UCSC Hardware Depot

• Orders, tracks, and distributes computer and hardware equipment to end-users across campus.
• Assists in training and mentoring student employees in hardware depot operations.
• Creates, updates, and maintains comprehensive documentation for hardware depot processes.
• Analyses, recommends, and communicates equipment standards. Coordinates with vendors to align standards around upcoming product roadmaps.

20% - Assist in Development and Operation Workflows

• Participates in enhancing Client Solutions & Support unit workflows and documentation.
• Suggest areas for improvement and contribute to the development of efficient workflows.

15% - Develop and Deploy Support Tools

• Provides escalated and broad technical support for access, patch, and computer provisioning tools.
• Develops and deploys support tools and knowledge articles for use by the Specialized and Desktop Support team.

15% - Support Standardized Desktop Replacement Program

• Participates in the planning and implementation of the Standardized Desktop Support Replacement program for deployment across all ITS Units.
• Provides critical support for back-end tasks and process deployment related to the program.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Experience with user and computer provisioning and management using tools such as Jamf, Active Directory Users and Computers, or BigFix.
• Familiarity with SaaS (Software as a Service) and cloud-based applications such as ServiceNow and/or Google Apps.
• Recent experience providing desktop support services, both remote and in person.
• Strong organizational, time management, and decision-making skills.
• Ability to identify, research, and resolve technical problems, and provide support to end-users on a variety of technical application, system, and OS issues.
• Ability to develop, interpret, follow, and maintain documentation.
• Ability to support and interact with all levels of personnel, including members of the campus community, in a friendly, courteous, and professional manner, both in person and over the phone.
• Ability to work independently and as part of a team providing timely, high-quality, customer-focused services to members of the campus community.
• Ability to work in a busy environment with frequent interruptions, and still be able to prioritize and resolve conflicting user requests.
• Ability to work in a professional manner with access to confidential and other data types.

PREFERRED QUALIFICATIONS

• Knowledge of Information Technology security functions and practices.
• Experience with procurement systems and equipment requisitions
• Knowledge of ITIL framework and industry best practices.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Must possess a valid license to drive in the state of California.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work all scheduled hours on-site.
• Ability to work overtime including evenings, nights, weekends and holidays to meet operational needs, and work an alternate work schedule shift as required.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to work in confined spaces. Ability to work in environments and with equipment that may be dusty.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination