Job Description This position provides front-line technical support across a range of IT services, ensuring timely and effective resolution of employee issues. Responsibilities include managing the IT ticket queue, troubleshooting hardware and software problems, on-site support and supporting system access and configurations. The role may also involve collaboration with other IT teams on system administration, security, and development teams. This position is a career appointment that is 100% fixed. The home department for this position is IT Services. While this position normally is based in Davis, CA, this position is eligible for hybrid flexible work arrangements for applicants living in the State of California at this time. Please note that hybrid flexible work arrangements are subject to change by the University. Pay Scale: $31.85/hour to $44.25/hour Job Posting Close Date: This job is open until filled. The first application review date will be 9/8/2025.
Key Responsibilities: 40% IT Service Desk Support: As part of the highly service- oriented ANR IT Service Desk team, serve as the primary point of contact for ANR employees and affiliates with moderately complex computer hardware, software, mobile and other technology needs and problems affecting individual and departmental technology and network connections. Provide both proactive phone and in-person, diagnosis, prioritization and support for all walk-in, telephone, e-mail, and web-based requests for assistance, logging service tickets in a tracking system. Provide installation and configuration hardware and software such as operating systems, endpoint management software, personal productivity software, security software, printing services, network connectivity and more. Travel to remote ANR offices occasionally to provide in-person support for maintenance needs or projects. As a team member responsible for ensuring adequate service desk coverage.
10% Tier 2 Service Desk Support: Provide second-tier support for all ANR applications that require more in-depth technical knowledge than first-tier support. Provide complex review and analysis of support requests and make recommendations to alleviate possible future issues.
30% Application, System and Network Admin Support: Serve as lead providing application administration on various cloud service applications providing configuration and maintenance of various cloud-based software applications in use as enterprise business applications, for personal productivity, and used to deliver IT support. Provide backup administration support for ANR's systems and network to the primary administrators of those services. Partner closely with lead application, system and network administrators to learn administration in those areas to serve as a secondary backup support.
15% Training and Documentation: Design and provide training for ANR staff on a variety of technologies of interest and importance such as Microsoft Office, help desk tools, cloud personal productivity software and custom in-house applications. Create documentation to support the ANR community and community's use of technology through FAQs, procedures, websites, training materials and other documentation. Develop technical documentation and procedures related to the use and administration of ANR applications.
5% Audio-Visual Conferencing Tech Support: Provide support for the operation of AV equipment, media processing, and web, phone and video conferencing support services. Provide support for presentations by ANR staff and affiliates, and participate in AV equipment and service configuration, operation, problem solving and support. Configure and administer audio/video and conferencing software applications. Requirements:
- Bachelor's degree in related area and / or equivalent experience / training.
- Basic knowledge of applications programming technologies, tools and protocols.
- Skills necessary to communicate effectively both in writing and verbally.
- Experience working in a team environment.
- Experience in professional IT support with customer relationship management systems (i.e. ticketing system).
- Strong customer service orientation, skills and experience.
- General knowledge, experience and skills with a wide variety of technology including computers (both Microsoft and Apple-based), a variety of personal productivity and enterprise software, mobile devices, audio/video, web and video conferencing technology, network technology, and IT infrastructure systems.
- Experience providing onsite technical support, including setup, troubleshooting, and maintenance of printers and other peripheral devices.
- Skills to work effectively on multiple complex tasks that may not be well defined, under full workload, tight deadlines and shifting priorities with high attention to detail.
- Skills to read and interpret technical manuals/specifications/instructions. Skills to develop skills and learn new technology.
- Ability to write customer-oriented documentation to explain technology, create web pages, and provide other forms of written documentation.
- Skills to conduct trainings to the ANR division using a variety of delivery mediums (in-person, video, webinar, etc.) to assist in the use and adoption of technology.
- Experience and knowledge of a variety of essential applications, including MS Office, MS Active Directory and Exchange, and common IT service management tools.
- Strong experience with managing Windows, web, file servers in a domain setting including setup and configuration of DNS, DHCP, FTP, HTTP, SMTP services. Experience with managing VoIP and data communication networks including routers, firewalls, and switches.
- Experience with various cloud technologies, including configuring them, developing reports, integrating them with other technologies through APIs, and developing single--sign on approaches.
Special Conditions of Employment:
- Must possess valid California Driver's License to drive a County or University vehicle. Ability and means to travel on a flexible schedule as needed, proof of liability damage insurance on vehicle used is required. Reimbursement of job-related travel will be reimbursed according to University policies.
- The University reserves the right to make employment contingent upon successful completion of the background check. This is a designated position requiring a background check and may require fingerprinting due to the nature of the job responsibilities. UC ANR does hire people with conviction histories and reviews information received in the context of the job responsibilities.
- As of January 1, 2014, ANR is a smoke- and tobacco-free environment in which smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes), is strictly prohibited.
- Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.
- Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
a. Misconduct means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:
- UC Sexual Violence and Sexual Harassment Policy
- UC Anti-Discrimination Policy
- Abusive Conduct in the Workplace
About Us The University of California Agriculture and Natural Resources (UC ANR) brings the power of University of California research and education to all 58 California counties. Through research and extension in agriculture, natural resources, economic growth, nutrition, and youth development, we work to improve the life of every Californian. Collaborating to solve problems. Connecting to serve communities. For over 100 years, our advisors, specialists, faculty and staff have been committed to connecting Californians to their land grant university. We are highly collaborative and mission-driven to promote the health and well-being of people and places across the state. We are also trusted partners with hundreds of community organizations in addressing California's most pressing challenges. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor. As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs , as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.
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