IT Technical Support Specialist

Position Summary

Under general supervision from the Network System Administrator (NSA) and IT (Information Technology) Director, provide technical client support for the Department of Intercollegiate Athletics (DIA). Maintain and uphold security of all client computers, peripherals, and mobile devices including phones and tablets. Assist in the development of user training of newly developed business applications. Appropriately troubleshoot or triage moderately complex network connectivity issues. Provide IT support for Athletics events. Analyze and determine computing needs and makes recommendations on appropriate tools (hardware, software, peripherals). Tests systems and updates internal documentation. Assess needs and recommend hardware and software acquisitions and upgrades based on user needs. When required by the IT Director temporarily act as department Network Coordinator (NC) and Computer Support Coordinator (CSC). The Technical Support Specialist (TSS) manages the Technical Support Center (TSC) otherwise referred to as the “Helpdesk.” The job functions include the following: purchasing, configuring, installing, optimizing, and maintaining computer hardware and software, maintaining and implementing system policies and procedures; troubleshoot or triage network connectivity issues; maintaining hardware and software inventories, licensing, and maintenance/support contracts; provide technical support at Athletics events. The TSS will work closely with the NSA on resolving issues of end-user training regarding new systems and software, network access and resource usage, and systems policies and procedures.

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

• Experience in conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. (Required)
  • Experience in managing configuration and troubleshooting of iOS and Android devices. (Required)
  • Experience in data management, data security, and access management preferred. (Preferred)
  • Strong customer service orientation and possess the ability to establish and maintain cooperative working relationships with staff, coaches, students-athletes, and vendors. (Required)
  • General knowledge of the ODI Network model and knowledge equivalent to Microsoft’s Networking Essentials and knowledge of network communication protocols, such as DHCP, TCP/IP, etc. (Required)
  • Demonstrated skills in personal computers, using Microsoft Office applications, and knowledge of Windows 10/11 and Mac OS operating systems, security features, protocols, registry, configuration settings and fine-tuning parameters. (Required)

Position Summary

Under general supervision from the Network System Administrator (NSA) and IT (Information Technology) Director, provide technical client support for the Department of Intercollegiate Athletics (DIA). Maintain and uphold security of all client computers, peripherals, and mobile devices including phones and tablets. Assist in the development of user training of newly developed business applications. Appropriately troubleshoot or triage moderately complex network connectivity issues. Provide IT support for Athletics events. Analyze and determine computing needs and makes recommendations on appropriate tools (hardware, software, peripherals). Tests systems and updates internal documentation. Assess needs and recommend hardware and software acquisitions and upgrades based on user needs. When required by the IT Director temporarily act as department Network Coordinator (NC) and Computer Support Coordinator (CSC). The Technical Support Specialist (TSS) manages the Technical Support Center (TSC) otherwise referred to as the “Helpdesk.” The job functions include the following: purchasing, configuring, installing, optimizing, and maintaining computer hardware and software, maintaining and implementing system policies and procedures; troubleshoot or triage network connectivity issues; maintaining hardware and software inventories, licensing, and maintenance/support contracts; provide technical support at Athletics events. The TSS will work closely with the NSA on resolving issues of end-user training regarding new systems and software, network access and resource usage, and systems policies and procedures.

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

• Experience in conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. (Required)
  • Experience in managing configuration and troubleshooting of iOS and Android devices. (Required)
  • Experience in data management, data security, and access management preferred. (Preferred)
  • Strong customer service orientation and possess the ability to establish and maintain cooperative working relationships with staff, coaches, students-athletes, and vendors. (Required)
  • General knowledge of the ODI Network model and knowledge equivalent to Microsoft’s Networking Essentials and knowledge of network communication protocols, such as DHCP, TCP/IP, etc. (Required)
  • Demonstrated skills in personal computers, using Microsoft Office applications, and knowledge of Windows 10/11 and Mac OS operating systems, security features, protocols, registry, configuration settings and fine-tuning parameters. (Required)
  • Strong knowledge of online services such as Office 365 and Google Workspace. (Required)
  • Knowledge of the functional operating features and differences between switches, routers, bridges, gateways and firewalls. (Required)
  • General knowledge of messaging systems, in particular SMTP, POP, IMAP, MIME. (Required)
  • Demonstrated ability to manage difficult customer service situations calmly, courteously, and efficiently. (Required)
  • Skill at creating technical documentation for complex processes and applications. (Required)
  • Ability to prioritize assignments to complete work in a timely manner when there are frequent changes in workload, assignments, deadlines, and competing requirements and workloads. (Required)
  • Skill in communicating clearly and distinctly, for verbal and written presentations. (Required)
  • Skill in communicating in non-technical terms regarding the use and operation of computer hardware and software. (Required)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree or equivalent work experience and training. (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
  • Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
  • CANRA: The position is designated as a mandatory reporter under CANRA. The employee must sign the "Statement Acknowledging Requirement to Report Child Abuse".

Schedule

Variable
Union/Policy Covered

TX-Systemwide Technical
Complete Position Description

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