Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union

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.

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+

     

%  

of time

Essential Function (Yes/No)

  

Key Responsibilities

(To be completed by Supervisor)

25%

Yes

Field Operations

1. Provides timely technical service and customer support during field visits and dispatches. Meets with customers to determine the nature of the service request or repair and ensures swift response to customer inquiries.

2. Diagnoses issues or technical problems and determines proper solutions. Inspects and troubleshoots equipment failures.

3.  Provide on-site access area access, repairs, installs, preventive maintenance and tests of network equipment to ensure optimal performance and longevity. 

4. Maintains accurate documentation of service calls, repairs, and manages an up-to-date equipment inventory.

5. Contribute to the development and upkeep of network field team processes and knowledgebase documentation.
6. Contributing in UCSF Disaster Recovery processes and procedures.
7. Performs complex analysis and takes a lead role in the design, specification and installation of distribution and access electronics. Evaluates and tests new or enhanced electronics and services. Provides expert advice to users/units on communication needs.

20%  

Yes

Problem Solving

1. Works closely with UCSF’s Network Services, IS, and IT leadership to identify, implement, and support cost-effective, leading solutions for systemwide network infrastructure. 

2. Diagnoses faults or technical issues and finds proper solutions. Troubleshoots and resolves technical issues on-site. 

3. Works with customers to understand the problem and identify the root causes of network issues. Recommends solutions. Analyzes network data and statistics to both proactively and reactively resolve network issues.

20%

Yes

Customer Service

1. Delivers the service and customer assistance during field visits as per the client’s requirements. Manages all onsite fitting, patch-up, maintenance, and test cases.

2. Provides on-site customer support, installation, programming, maintenance, and repairs to a wide range of telecom systems. Includes equipment, wiring, and other related computers or devices.

3. Communicate effectively and deliver messages in a clear and concise manner.

 

15%

Yes

Continuous Improvement

1. Keeps up to date with emerging communications and field operations technologies, industry trends, and best practices. Seeks to implement best practices.

2. Maintain network asset location hygiene including IDF, workspace, and other common network areas.

5%

Yes

Project Planning and Management

 

1. Produces detailed service reports for the field visits.

2. Follows organizational processes, procedures, and protocol.

3. Coordinates all phases of multiple, complex network projects: planning, design, procurement, implementation, and documentation. Consults with other units on new or retrofit building projects and to provide advice and guidance on communications infrastructure.

10%

Yes

Communications and Training

1. Communicates with and comprehends customer needs and makes suitable suggestions.

2. Builds confident relationships with customers with better work protocol.

3. Assist in customer notification and communication relate to network related activities.

4. Providing technical training on new equipment installations.

5. Work collaboratively as a member of Network Services team in a cross-functional environment to meet goals on defined schedule. Collaborate with other departments, customers, and vendors.

5%

Yes

Other

1. Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF’s campus. 

2. Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. 

3. Maintains current knowledge of UCSF policy and procedures; effectively, consistently, and fairly applies University policy and/or departmental procedures for assigned area and team members supervised; complies with UCSF and departmental policies and procedures regarding privacy of information, authorized use of UCSF resources and the security of systems and data. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.

4. Participate in on-call duties and work some evenings, weekends, and holidays as required in support of projects and infrastructure operation and be available 24X7 for emergencies involving technical problems.

    

5. Adhere to UCSF values embodied in acronym   PRIDE
   1. P for Professionalism, how we conduct ourselves and our business
   2. R for Respect for our patients, families, ourselves and each other
   3. I for Integrity, always doing the honest, right thing
   4. D for Diversity, understanding and embracing the diverse beliefs, needs and expectations of our patients, community and employees

   5. E for Excellence, what we strive for in everything we do

100%