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Help Desk Manager

Company: University of California - Santa Barbara
Location: Santa Barbara
Posted on: August 6, 2019

Job Description:

Job Number

Number of Hires
Single Hire

Job Open Date

Job Close Date
Open Until Filled

Primary Consideration Date for Open Until Filled

Additional Deadline Information

Title Code

Payroll Title Name
Business/Tech Support Analyst 3 TX

Working Title Name
Help Desk Manager

Department Profile (Specific Information about department/program):
The Life Sciences Computing Group (LSCG) provides a full range of IT services spanning from the physical network infrastructure (both wired and wireless) through routing, internet services (DNS, file sharing, web hosting, etc.), security, desktop/application support, and web development. The LSCG provides direct services to the Ecology, Evolution and Marine Biology Department (EEMB), the Molecular, Cellular and Developmental Biology Department (MCDB), the Interdepartmental Graduate Program in Biomolecular Science and Engineering (BMSE), the Interdepartmental Graduate Program in Marine Science (IGPMS), and their associated research groups. The LSCG has Memorandum of Understanding (MOU) agreements for the provision of IT services to the Chemistry and Biochemistry Department, The Institute for Collaborative Biotechnologies (ICB), the Center for BioEngineering (CBE), the Neuroscience Research Institute (NRI) as well as the Psychological and Brain Sciences Department. Combined, these groups consist of over 2,500 users across 20 buildings and in excess of 4,500 endpoints.

Department Code-Name
BIOL-Biological Sciences

End Date/Contingencies for Grant Funding

FOC (Federal Occupation Code) Sub-Code
BD-Fiscal, Management and Staff Services

FOC (Federal Occupation Code)

Advertised Range Min (full time equivalent)

A little help* Go to Salary Scales 62,100

Advertised Range Max (full time equivalent)

Advertised Range Rate Type

Other Advertised Salary Range Comments

Percentage of full-time



Appointment Type

A little help with Contracts* Go to Employment Agreements Career

Limited Appointment End Date

A little help* Go to General Information on Limited Appointments

Is this a NEW CAREER position*

Summary of Job Duties
(Note: This summary will be used for keyword search) The Help Desk Manager is an integral member of the Life Sciences Computing Group (LSCG), leading the team that provides a high level of computing functionality for desktop, laptop and mobile systems serviced by the LSCG. Responsible for task management and assignment of tasks. Serves as technical support lead and supervises student technical staff. Performs general systems administration tasks focusing on a Windows Server environment. Manages departmental wireless networks including maintenance and upgrades. Creates, tracks and deletes user and computer accounts in Active Directory along while managing file share permissions and security boundaries.

Minimum Requirements
Bachelors degree or equivalent combination of education and experience. Excellent verbal and written communication skills. Experience providing production-class technical services. A desire to work directly and regularly with users. Thorough knowledge of desktop and business / technical support systems. Two or more years experience troubleshooting or administering Windows systems.

Desirable Requirements
Scripting skills, especially in Windows Powershell. Strong organizational skills. Experience building and maintaining wireless networks. Supervisory experience. Background in help desk environment.

Special Conditions of Employment

A little help* Go to Driver's License Requirements or Background Check Guidelines Satisfactory criminal history background check

Other Special Conditions of Employment

Other Recruitment Notes

Optional Applicant Documents
Other Document (1)

Required Applicant Documents
Cover Letter


FLSA Exemption Status

A little help* Go to Exempt vs. Non-Exempt Employees Exempt

CBU (Collective Bargaining Unit)
TX - Technical Unit (UPTE-CWA)

ERC (Employee Relations Code)

Grade Type

Grade Type
Information Technology

Grade Type
Business Technical Support

Grade Type

Grade Type


End Date for Other Appointment Type (e.g., Contract or 18-month Career)

Provision Number

Type of Supervision Received

A little help* Go to Degree of Supervision General supervision

Knowledge, Skills and Abilities
Thorough knowledge of desktop and business / technical support systems. Skills and abilities necessary to complete the most technical business / technical support functions. Demonstrated skill at project management processes. Demonstrated ability to construct and execute plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc. Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization. Demonstrated skill providing technical training to users at various levels of skill. Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. In-depth understanding of divisional or institutional business processes to provide the highest level of support. Experience at providing technical and administrative work direction. Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software. Advanced skill at creating technical documentation for complex processes and applications. In-depth knowledge of Windows server internals, especially as needed for troubleshooting and isolating issues in an Active Directory environment. Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Thorough knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. Ability to elicit and communicate technical and non-technical
information in a clear and concise manner. Self-motivated and works independently and as part of a team. Demonstrates problem-solving skills. Able to learn effectively and meet

The University of California is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Keywords: University of California - Santa Barbara, Santa Barbara , Help Desk Manager, Executive , Santa Barbara, California

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