Job Summary
#CA-PS
As part of the Business Enablement Team, under general supervision, serve as the primary Tier 1 technical support provider and provide routine Tier 2 backup coverage for UC Davis Continuing and Professional Education (CPE) staff, instructors, and approved program users. Provide support for desktop and laptop hardware, operating systems, software, network connectivity, file management, approved applications, and classroom technology. Monitor and manage assigned ServiceNow queues; troubleshoot, resolve, document, route, and escalate incidents and service requests. Coordinate routine employee onboarding, offboarding, access, equipment, and software-license activities. Provide first-line support for CPE business applications, including Canvas, Destiny, Microsoft 365, Zoom, Airtable, Smartsheet, DocuSign, TeamFlect, Class Climate, ChatGPT and other applications in the division's technology stack. Create and maintain technical documentation and user guidance. Escalate infrastructure, security, integration, and production-administration issues to the appropriate system administrator or application owner. Apply By Date 10/9/2026 at 11:59pm Qualifications Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position
- High School diploma or equivalent experience
- Experience providing Tier 1 and routine Tier 2 support in an IT service desk or help desk environment, including incident and request management, computer deployment, employee onboarding and offboarding, routine account and application-access requests, and equipment inventory and logistics.
- Experience supporting Microsoft Windows and macOS computers and common productivity applications, including Microsoft 365, Outlook, Teams, Zoom, browsers, printers, peripherals, VPN, and remote users.
- Experience installing, configuring, deploying, reimaging, and troubleshooting computer hardware and software. Experience supporting Microsoft Active Directory and Microsoft 365 services and processing routine account, group, mailbox, application-access, and software-license requests.
- Experience documenting, tracking, prioritizing, resolving, and escalating incidents and requests through an IT service-management or ticketing system.
- Skills to diagnose problems, follow documented procedures, recognize when escalation is required, and manage competing requests and deadlines.
- Skills to understand and interpret technical manuals, specifications, and instructions.
- Interpersonal, oral, and written communication skills to work effectively and professionally by email, telephone, instant message, remote session, or in person with a diverse group of professionals and academics with varied technical skills. Experience creating user-friendly job aids, how-to documentation, troubleshooting procedures, and knowledge-base articles.
Preferred Qualifications
- Experience providing technical support in higher education or another distributed organization.
- Experience with employee onboarding and offboarding, computer and peripheral lifecycle support, remote equipment shipping and returns, asset and software-license tracking, and routine classroom or audiovisual support.
- Experience training users or providing day-to-day functional guidance to student assistants or other support staff.
- Experience writing or editing PowerShell or batch scripts for routine operating-system and software installation and configuration.
- Experience working independently and collaboratively, making routine support decisions, and prioritizing work while meeting required deadlines.
- Knowledge of campus systems, information-security requirements, inventory-control procedures, and purchasing procedures.
Key Responsibilities
- 60% - Technical Support and Service Desk Operations
- 20% - Account, Access, and Employee Lifecycle
- 20% - Inventory and Asset Lifecycle Management
Department Overview UC Davis Continuing and Professional Education (CPE) is the workforce development and lifelong learning arm of the university. The division maintains the most diverse portfolio on campus, including online professional courses and certificates, contract training for public and private organizations and state agencies, online graduate degrees in partnership with UC Davis colleges, international academic and cultural exchange programs, pre-college programs and more.
UC Davis CPE is a global leader in continuing education. With nearly 90,000 annual enrollments in professional, academic and enrichment courses and millions of enrollments in Massive Open Online Courses, CPE serves lifelong learners in the growing Sacramento region, all 50 states and more than 100 countries. CPE is the campus leader in online education, supporting schools and colleges across UC Davis in their efforts to make learning accessible. CPE employs approximately 270 employees and draws on the expertise of approximately 700 instructors. POSITION INFORMATION
Benefits Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility by visiting UCnet Benefits Page or Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees.
- High quality and low-cost medical plans to choose from to fit your family's needs
- UC pays for dental and vision coverage for you and your family
- Retirement plans for eligible employees including Pension and other Retirement Saving Plans
- Supplemental insurance offered including additional life, short/long term disability, pet insurance, legal coverage, accident, critical illness and hospital indemnity
- Pregnancy and Parental Leave, Family & Medical Leave, Adoption Assistance and Pay for Family Care and Bonding for eligible employees
- Lactation Support Program and Family Care discounts and resources
- Employee Well-being resources and programming to support thriving in all aspects of employee's lives
- On-site Employee Assistance Program including access to free mental health services
- Generous amount of paid Holidays annually as outlined in the UC Policies or Collective Bargaining Agreements
- Paid Time Off/Vacation/Sick Time as outlined in the UC Policies or Collective Bargaining Agreements
- Continuing Education (CE) allowance and Staff Education Reimbursement Program for eligible employees
- Access to free professional development courses and learning opportunities for personal and professional growth
- Public Service Loan Forgiveness (PSLF) Qualified Employer and Student Loan Debt Counseling Program for eligible employees
Physical Demands
- Standing - Occasional Up to 3 Hours
- Walking - Occasional Up to 3 Hours
- Sitting - Frequent 3 to 6 Hours
- Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
- Lifting/Carrying 26-50 lbs - Never 0 Hours
- Lifting/Carrying over 50 lbs - Never 0 Hours
- Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
- Pushing/Pulling 26-50 lbs - Never 0 Hours
- Pushing/Pulling over 50 lbs - Never 0 Hours
- Bending/Stooping - Occasional Up to 3 Hours
- Squatting/Kneeling - Occasional Up to 3 Hours
- Twisting - Occasional Up to 3 Hours
- Climbing (e.g., stairs or ladders) - Never 0 Hours
- Reaching overhead - Occasional Up to 3 Hours
- Keyboard use/repetitive motion - Frequent 3 to 6 Hours
Environmental Demands
- Chemicals, dust, gases, or fumes - Never 0 Hours
- Loud noise levels - Never 0 Hours
- Marked changes in humidity or temperature - Never 0 Hours
- Microwave/Radiation - Never 0 Hours
- Operating motor vehicles and/or equipment - Never 0 Hours
- Extreme Temperatures - Never 0 Hours
- Uneven Surfaces or Elevations - Never 0 Hours
Mental Demands
- Sustained attention and concentration - Frequent 3 to 6 Hours
- Complex problem solving/reasoning - Occasional Up to 3 Hours
- Ability to organize & prioritize - Frequent 3 to 6 Hours
- Communication skills - Frequent 3 to 6 Hours
- Numerical skills - Occasional Up to 3 Hours
- Constant Interaction - Frequent 3 to 6 Hours
- Customer/Patient Contact - Frequent 3 to 6 Hours
- Multiple Concurrent Tasks - Frequent 3 to 6 Hours
Work Environment UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Special Requirements - Please contact your recruiter with questions regarding which activities apply by position
- This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
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 allegations 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. A Culture of Opportunity and Belonging At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.
As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination
Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere
To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks
|
University of California - Davis
parental leave, paid time off, paid holidays, sick time, long term disability, tuition reimbursement, remote work
Sep 25, 2026