Department Technology Analyst
UCLA
Los Angeles, CA
analyst
technical
software
mac
departmental
dta
computing
team
troubleshooting
hardware
training
web
consulting
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August 7, 2023
UCLA
Los Angeles, CA
FULL_TIME
The Departmental Technology Analyst (DTA) provides computing support for faculty, staff and graduate students across multiple departments and research centers in the Humanities Division.
The DTA has primary support responsibilities for specific departments/centers and also contributes as part of the computing support team to Division-wide support coverage and IT initiatives.
Primary duties include maintaining, upgrading, and troubleshooting computer hardware and software; providing basic user training; planning and accommodating for changes in technology and evolving user needs and requirements; supporting departmental communications and web platforms and sites; consulting and collaborating with faculty and staff to take advantage of campus resources for digital work; and coordinating the effective and responsive resolution of complex technical problems.
Percentage of Time:
100
Shift Start:
8:00 am
Shift End:
5:00 pm
Qualifications for Position
17
Records
Qualifications
Required/Preferred
Demonstrated detailed knowledge of the Microsoft suite of desktop operating systems including Windows 7, 8, 10, and Mac OS. Demonstrated detailed knowledge of PC and Mac hardware and peripherals to perform diagnostics and repair.
Required
Demonstrated detailed knowledge of a wide range of commonly used software products to troubleshoot issues and give training in their use.
Required
Demonstrated detailed knowledge of network communication protocols and LAN technology to perform network diagnostics and repair client-side problems.
Required
Experience with task tracking and project management systems, e.g., Jira, FreshDesk, Service Now.
Required
Working knowledge of Audio/Visual equipment setup and usage including monitors, projectors, video recording devices, microphones, and their integration with web meeting tools.
Required
Experience with configuring and using content management systems (e.g.,WordPress, Drupal, Joomla) as needed.
Required
Skill in troubleshooting and problem solving, including the ability to formulate hypotheses in a logical way, test them and establish their validity.
Required
Demonstrated ability to keep abreast of technological developments and to retrain or re-skill to meet new demands.
Required
Experience consulting with subject matter experts on technical ideas and needs, and conducting initial intake on project requests.
Required
Ability to make oral presentations on technical matters and train users at a variety of levels.
Required
Demonstrated skill in writing, using word processing and electronic mail software, to compose and edit letters, reports and other material in a concise and logical manner.
Required
Experience providing courteous, accurate and informed customer service in person, on the phone, and by email. Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently.
Required
Experience managing multiple competing demands in a fast-paced environment with changing customer needs and continuous interruption.
Required
Experience with team service delivery.
Preferred
Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain policies and procedures in a clear and concise manner.
Required
Strong interpersonal skills to establish rapport, gain trust, and maintain cooperative working relationships with faculty, students and staff of various social, cultural and educational backgrounds.
Required
Minimum of 3-5 years of Windows/Mac support experience.
Required
Additional Posting Information
Bargaining Unit:
TX-Systemwide Technical
Application Deadline:
08-29-2022
External Posting Date:
The DTA has primary support responsibilities for specific departments/centers and also contributes as part of the computing support team to Division-wide support coverage and IT initiatives.
Primary duties include maintaining, upgrading, and troubleshooting computer hardware and software; providing basic user training; planning and accommodating for changes in technology and evolving user needs and requirements; supporting departmental communications and web platforms and sites; consulting and collaborating with faculty and staff to take advantage of campus resources for digital work; and coordinating the effective and responsive resolution of complex technical problems.
Percentage of Time:
100
Shift Start:
8:00 am
Shift End:
5:00 pm
Qualifications for Position
17
Records
Qualifications
Required/Preferred
Demonstrated detailed knowledge of the Microsoft suite of desktop operating systems including Windows 7, 8, 10, and Mac OS. Demonstrated detailed knowledge of PC and Mac hardware and peripherals to perform diagnostics and repair.
Required
Demonstrated detailed knowledge of a wide range of commonly used software products to troubleshoot issues and give training in their use.
Required
Demonstrated detailed knowledge of network communication protocols and LAN technology to perform network diagnostics and repair client-side problems.
Required
Experience with task tracking and project management systems, e.g., Jira, FreshDesk, Service Now.
Required
Working knowledge of Audio/Visual equipment setup and usage including monitors, projectors, video recording devices, microphones, and their integration with web meeting tools.
Required
Experience with configuring and using content management systems (e.g.,WordPress, Drupal, Joomla) as needed.
Required
Skill in troubleshooting and problem solving, including the ability to formulate hypotheses in a logical way, test them and establish their validity.
Required
Demonstrated ability to keep abreast of technological developments and to retrain or re-skill to meet new demands.
Required
Experience consulting with subject matter experts on technical ideas and needs, and conducting initial intake on project requests.
Required
Ability to make oral presentations on technical matters and train users at a variety of levels.
Required
Demonstrated skill in writing, using word processing and electronic mail software, to compose and edit letters, reports and other material in a concise and logical manner.
Required
Experience providing courteous, accurate and informed customer service in person, on the phone, and by email. Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently.
Required
Experience managing multiple competing demands in a fast-paced environment with changing customer needs and continuous interruption.
Required
Experience with team service delivery.
Preferred
Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain policies and procedures in a clear and concise manner.
Required
Strong interpersonal skills to establish rapport, gain trust, and maintain cooperative working relationships with faculty, students and staff of various social, cultural and educational backgrounds.
Required
Minimum of 3-5 years of Windows/Mac support experience.
Required
Additional Posting Information
Bargaining Unit:
TX-Systemwide Technical
Application Deadline:
08-29-2022
External Posting Date:
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