At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.Departmental OverviewThe Library Information Technology (Library IT) Division, a division within the UC Berkeley Library, is charged with the design, development, management, and maintenance of flexible and reliable technology environments for the Library, specifically: the development and management of digital collections and services and their associated digital discovery and access platforms; creation of digital content; digital preservation tools; the development of a fully accessible and responsive library web presence that applies user experience principles and strategies; the development and support of server-based technologies for the delivery of library services; the maintenance of library management and discovery systems; the management of the library's computing services including desktop support, software, and library labs for library staff and public; and the development and delivery of frameworks and applications to support collaborative storage, delivery, and preservation of information resources. The digital and library technology applications and collections developed and managed by Library IT are research vehicles that are used by library patrons ranging from UC Berkeley faculty, students, and staff, other institutions' faculty and graduate students, and the general public.Application Review DateThe First Review Date for this job is: January 22, 2024ResponsibilitiesService Management & Customer Service:Functions as a lead, scheduling and assigning work and providing technical guidance and work direction to student and career technical support staff at various levels so they can provide excellent front facing customer service.Gathers, analyzes, reviews, categorizes and oversees ESS ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services.Performs the highest tier of technical support to provide excellent front facing customer service.Serves as staff expert on technical troubleshooting for the most difficult customer problems.Provides bridge between customer needs (library staff needs) and highly technical applications and application groups (ex: mainframe, network, image deployment), other technology service providers and third-party vendors.Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact.Coordinates with campus IT and RTL, and/or other units on campus on resolving issues or in getting alignment of library technology services.Documentation & inventory Control:Manages, maintains, and oversees Library hardware and software inventory, keeping up-to-date and accurate.Provides guidance to end users on Library and campus IT policy and procedures.Manages maintenance contracts -- making sure up-to-date and accurate.Creates, manages, and maintains front facing end user and internal ESS and Library IT use technical documentation.Project Management:Creates and coordinates schedules for special Library technology projects and implementations.Works with stakeholders to determine scope and schedule of project and oversee process.Implements and configures settings in services and systems to comply with UCB and UCOP best practices and guidelines.Other duties as assigned.Required QualificationsThorough knowledge of and experience with troubleshooting desktop and business / technical support systems (hardware and software) on various operating systems and computing devices.Knowledge of configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. Ability to configure and customize moderately complex software.Understanding of technology project management processes.Knowledge of and/or ability to learn about networking protocols such as DHCP.Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.Experience creating technical documentation for complex processes and applications.Broad knowledge of IT-related products and services. General knowledge of other areas of IT.Demonstrated judgment to delegate / escalate issues appropriately.Experience with providing technical training to users at various levels of skill.Education/Training:Bachelor's degree in related area and / or equivalent experience / training.Preferred QualificationsSkills and abilities necessary to complete the technology support and operations.Experience at providing technical and administrative work direction.Experience with service ticket management software, e.g., Jira.Knowledge of Google productivity suite, e.g., email, calendar, chat, docs, sheets, etc. to be able to assist staff in use.Experience with inventory management tools for hardware management.Salary & BenefitsFor information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.The budgeted salary or hourly range that the University reasonably expects to pay for this position is $31.31 (step 3.0) - $33.64 (step 4.5).This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.This position is non-exempt and paid bi-weekly.How to ApplyTo apply, please submit your resume and cover letter.Other InformationThis position is governed by the terms and conditions in the agreement for the Technical Unit (TX) between the University of California and the University Professional and Technical Employees (UPTE). The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/tx/index.htmlEqual Employment OpportunityThe University of California 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, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.