Job Details

IT Hardware Lifecycle Analyst: Procurement and Provisioning (7359C) Berkeley IT, 76564About Berkeley

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

Departmental Overview

This position is a part of the Campus IT Experience Unit within Berkeley IT in the IT Client Services Procurement and Provisioning team. It provides support for key areas, including:

• Device Purchasing and Provisioning
• IT Equipment and Lifecycle Management
• Software and Hardware Procurement Support

IT Client Services (ITCS) provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of 'we are here to help' reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.

Position Summary

An IT provisioning equipment professional who demonstrates excellent customer service and interpersonal skills. Applies experience and acquired job skills to troubleshoot computer hardware, software, and peripherals. Recommends, configures, and installs computer hardware and software order requests. Conducts hardware and software tests and reports on configurations and behavior, recommending improvements and break-fix solutions. Effectively manages multiple simultaneous assignments using standard processes and improvised problem-solving techniques to meet IT support Service Level Objectives.

Responsibilities

• Applies customer service approach and professional business/technical support concepts to provide IT hardware equipment procurement and provisioning as defined by operational service definitions. Provides unit-level device recommendation to clients.
• Plans, implements, and documents hardware recommendation process, upgrades, and other technical service requests for supported IT services. Analyzes and determines computing needs and recommends appropriate computing hardware and peripherals.
• Monitors the e-Procurement workflow, as orders are routed to department requisition creators/approvers, which are converted into Purchase Orders by e-Procurement System, dispatched to vendors as official orders.
• Reviews incoming tickets, gathers and documents information from the customer, categorizes, and performs ticket assignments and referrals to appropriate support groups for IT services.
• Tests hardware, software and configurations and analyzes results, drawing conclusions and reporting recommendations.
• May provide input to IT service redesign or development efforts based on customer and technician needs.
• Documents technical requirements and changes in configurations. Includes accurate details within each ticket on work performed.
• Installs, configures and maintains support tools. Recommends improvements in processes and tools based on developments in technology and industry best practices.
• Develops and / or provides training as needed based on consultation with customers and understanding of technology.
• Contributes feedback to, consults with, and collaborates with other technicians, service teams, and business partners on issues that arise during team activities.

Required Qualifications

• Applies required skills and abilities necessary to complete computer equipment provisioning functions.
• Experience conducting hardware and software tests.
• Demonstrated customer service skills and excellent interpersonal skills to develop and maintain effective relationships with diverse client and technical groups.
• Demonstrated a working knowledge of enterprise purchasing process and procedure.
• Demonstrated skill at creating technical documentation for process and procedure.
• Communicates effectively with both technical and nontechnical personnel at various levels in the organization.
• Demonstrated ability to work within a team environment to meet team Service Level Objectives.
• Effective self-direction and time-management.
• Working knowledge of desktop and business/technical support systems and tools.
• Demonstrates judgment to delegate/escalate issues appropriately.
• Working knowledge of vendor products and services.
• Experience using a service management application to take support tickets, document work, and communicate with customers and IT partners.
• Demonstrated commitment to the advancement of diversity, equity, inclusion, belonging, and justice at UC Berkeley and Berkeley IT.

EDUCATION

• Bachelor's degree in related area and/or equivalent experience/training.

Preferred Qualifications

• Working knowledge of the unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Demonstrated skill with remote support and communication tools.
• Familiarity with ITIL and change management concepts.
• Experience supporting technology in institutions of higher education.
• Experience using ServiceNow.

Salary & Benefits

This is a 100% full-time (40 hrs a week) non-exempt career position, which is paid hourly and eligible for UC Benefits.

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This position is fully in-person and requires the selected candidate to work onsite at our location.
• This is not a visa opportunity.
• This recruitment has 1 opening.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer.#J-18808-Ljbffr