Service Desk Technician (On-site)

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. 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, 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 hourly range the University reasonably expects to pay for this position begins at Step 1 rate of $36.31.

This is a career appointment represented by TX and will work 100% on campus.

The initial applicant review will take place on or around 8/10/2026 and posting will close on completion of an offer.

The University of California, Merced, is the newest of the University of California system's 10 campuses and one of the youngest universities to be designated an R1 research university. With approximately 9,100 undergraduate and graduate students, UC Merced is a smaller, more intimate campus compared to its sister campuses, while equipped and staffed as a cutting edge, 21st century research institution. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships and a growing community in the heart of the San Joaquin Valley, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked in the top 30 among the best public universities in the nation by U.S. News and World Report and #1 for social mobility by the Wall Street Journal, UC Merced is uniquely equipped to provide world class educational opportunities to dynamic and enterprising students in the Valley and throughout the state. In partnership with UC San Francisco, UC Merced has launched a rigorous medical education program that will supply the Valley with culturally competent providers dedicated to improving local access to quality care. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and is accelerating the continued economic development of the region.

Are you a service-minded team player with excellent communication skills and a passion for technology? If so, we invite you to apply for the role of Service Desk Technician at UC Merced.

Reporting to the Service Desk Lead, the Service Desk Technician is one of a team of individuals dedicated to exceptional customer service and responsible for providing front-facing, first-level IT support for the campus community. The Service Desk team delivers service in-person, by phone, and via online support with rotating bi-weekly roles (Front Desk, Travel Tech, Call Center, Remote Tech) that will allow you to develop and hone your IT service and support skills in various modalities.

As a member of the team, you'll identify, document, troubleshoot and resolve basic problems for campus students, faculty, staff, and affiliates including device setup and support (Windows, MAC, IOS, and Android); software installation, configuration, and troubleshooting; account support; email setup and configuration in our Microsoft 365 console; basic network troubleshooting; device imaging; campus inventory management; and much more.

The ideal candidate for this position is an engaged team player, knowledgeable about devices and operating systems, has experience with IT Service Management ticketing systems, follows established procedures and is a creative and driven troubleshooter, and communicates clearly verbally and in writing.

KEY RESPONSIBILITIES:

General Campus IT Support & Troubleshooting
* Provide general in-person, phone, chat, and online IT support for the UC Merced campus community, including students, staff, faculty, affiliates, parents, guests, and vendors
* General installation, set up, configuration, and troubleshooting for: device operating systems and hardware (Windows, Mac, iOS, and Android); various academic, business, and research software; campus printers and servers
* Microsoft 365 account management and troubleshooting

Ticket Management & Escalation
* Manage/update/resolve problem and incident tickets
* Escalate problems to Tier 2 support within OIT and/or work with vendors to resolve client issues

Inventory & Documentation
* Perform and manage inventory functions for UC Merced owned equipment
* Test and maintain internal IT documentation related to basic service support functions

High school diploma and/or equivalent certification/experience/training (required); and/or
Associate or Bachelor's Degree in Computer Science or related field (preferred; and
2 year in technical support role (Help Desk, Desktop Support), required.CompTIA A+ (preferred).
Excellent customer service skills.
Excellent written and verbal communication skills.
Ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
Ability to work effectively within a team environment and independently.
Demonstrated ability to utilize critical thinking and creativity as well as manuals and online documentation to diagnose and solve problems.
Working knowledge of common software products such as Microsoft 365.
Ability to establish and maintain effective working relationships with departmental peers, clients and campus stakeholders.
Basic understanding and troubleshooting ability for wired and wireless networks. Understanding the OSI Model is preferred.

Background check required.

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.

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.

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 categories covered by the UC Anti-Discrimination Policy.

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/