Payroll Title:
BUS SYS ANL 3Department:
INFORMATION TECHNOLOGY SVCSHiring Pay Scale
$77,000-$92,000/YearWorksite:
Hybrid RemoteAppointment Type:
ContractAppointment Percent:
100%Union:
UncoveredTotal Openings:
1Work Schedule:
8 hrs/day#132682 Service Desk Secure Connect Lead
Filing Deadline: Wed 10/23/2024
UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
UCSD Layoff from Career Appointment : Apply by 10/14/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants : Apply by 10/23/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.
This is a 100% contract appointment for one year with the possibility of extension or conversion to career status.
DESCRIPTION
UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what’s right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego’s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.
Department Overview
IT Services uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
The Workplace Technology Services (WTS) team provides campus-wide services including; email, collaboration and productivity tools, Business Intelligence and analytics platforms, Service Desk, and Endpoint Management ((Field Support, Procurement, MDM, Backup) and Software Licensing Support for UC San Diego and affiliates).
The Service Desk team supports both business and academic services, and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UC San Diego faculty, staff, student and affiliates. Supported services include network (wired/wireless), phone/voicemail, central email, business/academic applications, instructional classroom/lab, and classroom technology support.
Position Overview
Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business process and analysis practices and organizational policies and procedures. Resolves a wide range of business process issues of moderate to complex scope. Demonstrates good judgment in selecting methods and techniques to obtain solutions.
Reporting to the Service Desk Director, working closely with the Service Desk leadership team and the ITS Security team, the Service Desk Secure Connect Lead will be responsible for coordinating hyper care support for the various cyber security related services and requirements required by the Secure Connect project, including but not limited to NAC, EDR, and the required cyber-security training.
This position will provide advanced consultation, training, instruction, and troubleshooting/problem-solving to technical staff and end users for hardware, software, network, and related computer systems, handheld and peripheral devices. Additionally, the candidate will work closely with the Service Desk Information Specialist to develop and provide technical documentation and training.
The candidate will also provide work direction to a unit or group of operational or technical employees, ensuring compliance with departmental or organizational policies, procedures, and defined internal controls. They will prioritize tasks and assignments delegated by management and clients, establish procedural methods and policies to ensure smooth delivery of routine services, and work on issues of limited scope, requiring full knowledge of their area of functional responsibility.
In coordination with Security and the Service Desk Lead Trainer, the candidate will create and modify cyber-security documentation, including installing and troubleshooting endpoint detection and response (EDR) software and troubleshooting connectivity issues with the network access control (NAC) services. They will also coordinate and conduct cyber-security training for both Service Desk staff and customers.
The candidate will work with Security, the Service Desk manager, and distributed IT leaders to coordinate, schedule, and facilitate onsite support for various groups around campus, particularly during the initial rollout of new security requirements. They will model Service Desk world-class customer service and provide second and third-tier support as needed.
The candidate will provide work direction to Service Desk staff during onsite hyper care sessions and identify ways to improve cyber-security support. They will work with Security, other Service Desk staff, and distributed IT to identify systemic issues and make improvements to the delivery and use of cyber-security tools and requirements.
RESPONSIBILITIES:
- Develop, document and coordinate technical testing of new cyber security tools and processes.
- Develop internal and public facing documentation to support cyber-security.
- Coordinate hyper-care events that model world class customer service.
- Analyze cyber security processes and tools and work with others to improve efficiency and effectiveness.
- Assist Service Desk and other ITS units with additional projects.
QUALIFICATIONS
- Bachelor's degree in related area and / or equivalent experience / training.
- Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
- Demonstrated ability to model and provide excellent customer service skills to both internal and external customers.
- Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills.
- Demonstrated experience with cyber-security strategies and tools, particularly NAC, EDR and cyber-security training.
- Demonstrated experience providing work direction to student technical staff.
PREFERRED QUALIFICATIONS:
- Experience with ServiceNow Knowledge base.
SPECIAL CONDITIONS
- Job offer is contingent upon satisfactory clearance based on background check results.
- Employee must be available to work evenings and weekends.
- Overtime may be required.
- Mandated Reporter: This position has been identified as a Mandated Reporter pursuant to the California Child Abuse and Neglect Reporting Act and requires immediate reporting of physical abuse, sexual abuse, emotional abuse, or neglect of anyone under the age of 18.
Pay Transparency Act
Annual Full Pay Range: $77,000 - $139,200 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $36.88 - $66.67
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs.
If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community .
UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
For the University of California’s Affirmative Action Policy please visit:
For the University of California’s Anti-Discrimination Policy, please visit:
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
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