IT Technical Support Specialist

BUS TCHL SUPP ANL 2 TX (007359)

UCPath Position ID: 40111134

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1119166

Approved Date:

10/15/2024 12:20:11 PM

Date Last Edited:

10/15/2024 12:20:09 PM

Last Action Effective Date:

10/29/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

6000O

Organization:

INTERCOLLEGIATE ATHLETICS              

Division Code:

5501D

Division:

INTERCOLLEGIATE ATHLETICS              

Department:

374500 - INTERCOLLEGIATE ATHLETICS

Position Details

UCPath Position Number:

40111134

Position Description ID

166281

UC Payroll Title:

BUS TCHL SUPP ANL 2 TX (007359)

Business Title:

IT Technical Support Specialist

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

TX: Technical

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40045628

Reports to Payroll Title:

COMM AND NETWORK TCHL ANL 3

UCPath Department Head Position Number:

40713754

Department Head Payroll Title:

ATH MGR 4 PAC12

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

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.

End User Support

 • Provide direction to staff members, which include part-time student employees.

 • Manage end-user technical support for all PC and Mac based applications (such as Microsoft Office, Windows 10/11 operating systems, and internet applications) via the Athletics TSC.

 • Troubleshoot, resolve, or triage network connectivity issues.

 • Manage and maintain the TSC database by recording all user requests and IT projects.  Database includes requestor, description, data or request, staff assignment, priority and completion date.

 • Log, troubleshoot and resolve computer hardware and software malfunctions.  Contact vendor or manufacturer technical support for assistance as necessary to resolve problems and for warranty or maintenance contract support.

80%

End User Support

 • Develop a technical support library by documenting all standard procedures for end-user technical support in the DIA.  Develop and implement a technical support “knowledge-base” consisting of relevant documents indexed by keyword and application.

 • Manage end user training for new users and new software in the form of computer classroom training and one-on-one training as needed.

 • Review, recommend and implement the installation and maintenance of standardized applications according to DIA software standards and installation procedures.

 • Communicate these standards and procedures to end-users.

 • Install, configure and maintain workstations, printers, and computer-related peripherals. Review and recommend maintenance contracts as necessary

 • Technical support at Athletics events.

0%

Technical Support Center Management

 • Communicate and disseminate the Information Systems Policies and Procedures for the DIA.  Implement network and system security standards.  Maintain computer hardware and software standards for the DIA.

 • Review and recommend workstation enhancements, such as upgrading hardware,      workstation and server operating systems, or installing new application software.

 • Recommend hardware and software purchases in the DIA.  Assist in configuring, purchasing, preparing and installing new systems as needed.  Purchase, maintain and comply with software licenses for all systems in the DIA.

 • Maintain network user accounts, which includes name changes, security changes, installing new users, and deleting past users.

10%

Technical Support Center Management

 • Report network performance and resource usage problems to the Network System Administrator and assist in performing periodic fine-tuning.

 • Maintain a detailed systems inventory of hardware and software on all systems in the DIA.  Coordinate inventory tagging and equipment management and disposal with Athletics Facilities and the Property Administrator.

 • Be familiar with DIA network cabling standards and assist in coordinating network cabling installations with UCLA ITS and Athletics Facilities department.

 • Document all technical support requests using the in-house technical support ticket management system.

0%

Other Duties

 • Assist in supervising, training, hiring, and evaluating part-time student employees.

 • Other projects as assigned by the IT Director.

5%

Rules Compliance

• Comply with all Federal, State, University and Department requirements established pursuant to Title IX, including the mandatory reporting requirements for a “Responsible Employee.”

• The DIA is governed by the NCAA, Big Ten Conference, Mountain Pacific Sports Federation and University of California System.  The incumbent is required to comply with the applicable rules, regulations and policies of those organizations.

 ◦ Review and retain all rules compliance disseminated by the DIA Compliance office.

 ◦ Report all NCAA and conference violations.

 ◦ Sign the annual NCAA Certification of Compliance form.

 ◦ Complete the Athletically-Related Income form annually.

 ◦ Comply with California State Child Abuse & Neglect Reporting Act (CANRA) Law and adhere to mandatory reporting guidelines.

5%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree or equivalent work experience and training.

Required

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

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF 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".

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

JD Morgan Center. Los Angeles, CA 90095

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.