Network Field Services Technician (1 of 2)

Job Description

Job Description:
UCSF Network Field Services is the department is accountable for providing physical layers one and two of OSI model assistance for the University’s IT Eco-system on network-related tasks. This includes onsite field assistance for requests, troubleshooting, logistics, installation, maintenance, and lifecycle management of network equipment, software, single-phase uninterruptible power supplies (UPS), and intermediate distribution frames (IDF) facilities for the university’s enterprise wired and wireless networks. The Field team is available round-the-clock, 24/7/365, to reply to network service disruptions in the university’s internal as well as affiliate buildings, facilities, and remote sites.  Field Technical will facilitate customer training when necessary. The Network Field Services Technician will positively impact UCSF’s operations and culture by ensuring UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the university’s academic, medical, and research mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCSF’s vision while modeling UCSF’s culture and values. This role involves the operation of the University's communications network, including telecommunications, as well as planning, designing, developing, installing, and maintaining communications network systems for the University. Department Overview University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, upholding the highest level of responsiveness and reliability at all times for our customers. IS values innovation and excellence in ensuring secure and efficient IT services, regardless of the hour or complexity of the issue. The Network Services team within Infrastructure Services holds a critical role in managing, maintaining, and developing the UCSFs ’ network infrastructure, particularly ensuring reliable technical accessibility for individuals engaged in vital medical and health research work. Their core responsibilities include providing secure internet and network services, managing IT services, and maintaining data systems. They support end-users, manage system updates, repairs, and connectivity issues, and play an essential role in troubleshooting network issues, optimizing performance, and implementing protocols. They also oversee software and hardware updates, and manage data storage, disaster recovery, and network resilience. Beyond this, Network Services provides specialized technical support to other employees in the organization, with a focus on those involved in medical and health research.

Qualifications:
REQUIRED QUALIFICATIONS - Bachelor’s Degree or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc. - Able to provide necessary documentation such as valid California driver’s license, complete UCSF transportation course for logistic purposes, and maintain good driver standing - 1 year of experience working in one or more of the following fields: network services, field services, information technology, or network operations. 3 years preferred. - Experience in a technical support role, preferably in a field operations capacity. - Ability to diagnose and solve problems from non-technical descriptions provided by clients. Ability to read, understand, and apply information presented in service manuals, blueprints, and schematic diagrams. - Technical knowledge of computer hardware and software systems, including operating systems, productivity software, and other applications. Familiarity with network hardware platforms, network protocols and software, and connectivity issues. Ability to manage inventory of network hardware and software. - Demonstrated thorough knowledge of professional communications and network concepts necessary to resolve issues using established parameters, creativity, and independent judgment, escalating as necessary. - Strong analytical and problem-solving skills, with the ability to identify and resolve complex network issues. - Strong written and verbal communication skills. Able to communicate ideas clearly to technical and non-technical personnel at various levels in the organization. - Ability to develop positive working relationships and a strong rapport with team members and stakeholders. - Ability to maintain records of work done, problems encountered, and solutions implemented for future troubleshooting and knowledge base for other technicians working on the same network. - Strong organizational skills and is able to prioritize project needs. Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. - Strong demonstrated problem-solving skills. Able to ask questions, gather information, evaluate options, and make decisions with integrity. - Ability to think creatively and is able to work independently and with agility in a fast-paced environment, including responding to network emergencies. - Ability to learn effectively and meet deadlines. - Adhere to all UCSF protocols for entering all patient care locations such as operating rooms, Emergency Department, and all other clinical areas. PREFERRED QUALIFICATIONS - Bachelor’s Degree in one or more of the following fields: computer science, engineering, computer information systems, etc. - Certifications:- Cisco Certified Technician (CCT) - Information Technology Infrastructure Library (ITIL) - CompTIA Network+