User Support Specialist

Position Number: 41022508

Payroll Title: BUS TCHL SUPP ANL 2 TX (007359)

Job Code: 7359

Job Open Date: 9/5/25

Application Review Begins: 9/22/25; Open Until Filled

Department Code (Name): LSIT (LETTERS&SCI-INFORMATION TECH)

Percentage of Time: 100

Union Code (Name): TX - Technical Professionals

Employee Class (Appointment Type): Career

FLSA Status: Non-Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade: STEPS

Pay Rate/Range: The budgeted salary range that the University reasonably expects to pay for this position is $29.50/hr. ($61,596/yr.) - $41.10/hr. ($85,816.80/yr). Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full salary range for this position is $29.50/hr. ($61,596/yr.) - $50.89/hr. ($106,258.32/yr.)

Work Location: Social Science & Media Studies 1115

Working Days and Hours: Mon - Fri, 8 am - 5 pm

Benefits Eligibility: Full

Type of Remote or Hybrid Work Arrangement, if applicable: No hybrid (Both UC and Non-UC Locations) during probationary period. One day remote upon successful completion of 6-month probationary evaluation.

Special Instructions:

For full consideration, please include a resume and a cover letter as part of your application.

Department Marketing Statement:

The College IT (CIT) department provides a full range of IT services including internet services (DNS, file sharing, web hosting, etc.), desktop/application support, research IT, endpoint management, security, and web development for faculty, staff, departments, and researchers at UCSB. CIT provides support across the College of Letters & Science, serving most departments in the Humanities and Fine Arts (HFA), Social Sciences (SOSC), and Mathematics Life and Physical Sciences (MLPS) divisions, along with the division of Undergraduate Education. CIT's remit covers over 5,000 users, and in excess of 8,000 endpoints, servers and systems. Primary operating systems in use by our users include Windows, MacOS and Linux.

Benefits of Belonging

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties:

Under the general supervision of the User Support Services Manager, the User Support Specialist provides technical support and consultation to staff, faculty and associated equipment within the College of Letters and Science departments, research labs, and facilities and spaces. Recommends, installs and networks computing equipment in keeping with College IT (CIT), UCSB and UCOP policies. Researches, troubleshoots, and resolves hardware, software, and networking issues on Windows and Macintosh computers and other equipment such as printers, phones, tablets, and NAS devices for users in officers, research and instructional labs, and multi-use facilities. Documents common issues and associated solutions and shares those issues with other team members.

Required Qualifications:

• 1-3 years: Experience administering and/or troubleshooting issues related to systems, networks, and hardware or direct experience troubleshooting in production environments.
• 1-3 years: Experience supporting both Apple and Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues. etc.
• 1-3 years: Demonstrated experience working well with customers of varying levels of technical expertise in high-pressure situations and moderately complex environments.
• 1-3 years: Demonstrated problem solving and critical thinking skills. Experience working independently with varied tasks.

Preferred Qualifications:

• Bachelor's Degree in related area and/or equivalent experience
• Technical knowledge of current network hardware, protocols and standards.
• Ability to identify and address moderately complex usability problems, and troubleshoot failed peripheral equipment and desktop services.
• Strong customer service skills.
• Ability to communicate complex information clearly to a range of experience levels.
• Demonstrated skill providing technical training to users at various skill levels.
• Solid organizational and prioritizing skills.
• Excellent interpersonal and time management skills, including the ability to prioritize overlapping projects.

Special Conditions of Employment:

• Satisfactory criminal history background check
• UCSB is a Tobacco-Free Environment

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegation or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy
UC Anti-Discrimination Policy
Abusive Conduct in the Workplace

Job Functions and Percentages of Time:

60% On-site Support

Installs and configures new hardware and software for users in supported departments. Ensures that supported systems meet management and security baselines, using MDM/RMM/EDR tools and training provided by the group and by UCSB. Provides troubleshooting support for staff and faculty in their departmental offices. Supports departmental use of administrative systems and system-wide applications.

25% Remote Support and Consultation

Serves as contact for incoming help requests regarding hardware, software, and network problems. Assesses ticket complexity, scope, and user capabilities and selects an appropriate initial support channel (email, phone, Zoom). Works with users and departmental support staff to test and diagnose problems. Consults with staff and faculty regarding technology needs, assisting directly or coordinating with other groups. Escalates tickets as needed, calling in expertise from the team and other groups.

10% Training

Completes all UCSB-mandated training in a timely manner. Acts as a mentor for student staff. Pursues learning through formal or informal means as desired.

5% Documentation

Maintains documentation including ticket details, setup and configuration notes, tutorials and guides, and project progress.

UC Vaccination Programs Policy:

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs.

As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information, please visit University of California Policy on Vaccinations - https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy

*Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Employment Opportunity:

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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