Desktop Support Technician (flex-hybrid)

University of California - Los Angeles Health; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player in health sciences is seeking a Desktop Support Technician to provide exceptional technical support to faculty, staff, and students. This role involves troubleshooting hardware and software issues, ensuring smooth operations for a diverse user base. The position offers a flexible hybrid work environment, combining remote and on-site responsibilities. Ideal candidates will possess strong communication skills and a deep understanding of various technologies, including networking and email configurations. Join a dynamic team committed to delivering high-quality support in a fast-paced medical environment.

Qualifications

• Provide technical support for various departments at UCLA Health.
• Demonstrated ability to communicate effectively with diverse audiences.

Responsibilities

• Deliver high-level customer service and technical support to faculty and staff.
• Troubleshoot hardware, software, and network issues for end users.

Skills

Technical Support

Active Directory Administration

Networking Troubleshooting

Communication Skills

Customer Service

Training Ability

Email Client Configuration

Tools

VPN

Citrix

Remote Desktop

MDT

Deployment Studio

O365

Bitlocker

Filevault

Job description

Description

Under the general supervision of the UCLA Health Sciences Schools' Client Services Desktop Support Manager, the Desktop Support Technician (DST) is responsible for providing desktop support to the UCLA Health Sciences faculty, staff, and students.

This position provides day-to-day consultation, training, instruction and troubleshooting or problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users.

The DST provides a high-level of customer service in accordance to the values of UCLA Digital Technology (DGIT). Some support may be required in emergencies, either in-person or remotely, and sometimes after normal business hours.

This flexible hybrid role allows for a blend of remote and on-site work, requiring presence as needed based on operational requirements. Please note, travel to the "home office" location is not reimbursed. Each employee will complete a FlexWork Agreement with their manager to outline expectations and ensure mutual understanding. These arrangements are periodically reviewed and may be adjusted or terminated as necessary

Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $29.03 - $46.71hourly. The University anticipates offering a salary between the minimum and midpoint of this range.

Qualifications

Provide technical support for DGIT-supported departments at various locations around Campus. Position requires some walking or shuttle transportation use at times.

Familiarity with various email clients and configuration of O365 on Windows and Apple operating systems, as well as iOS and Android devices.

Demonstrated ability to write clear, precise, detailed, comprehensive and grammatically correct emails, letters, memos, reports, policies and procedures.

Administration of Active Directory Users and Objects.

Knowledge of troubleshooting client wired and wireless networking and connectivity issues.

Ability to work in situations with minimal supervision, scheduling tasks according to priority and manage a heavy workload.

Previous experience with client technical support in an enterprise environment.

Interpersonal skills to work effectively with staff, faculty and administrators as well as train them to use software such as VPN, Citrix, Remote Desktop and others.

Demonstrated oral communication skills to speak effectively on a one-to-one basis and in groups having a wide range of computer literacy, to engage in fact finding and to convey information to clarify conceptual issues.

Familiarity with higher education and practices and procedures. Familiarity with HIPAA and other considerations related to working in a medical environment. Must be comfortable working in a hospital environment.

Knowledge of encryption practices and tools including Bitlocker and Filevault.

Experience with imaging technologies such as MDT and Deployment Studio.

Ability to train new staff in DGIT practices and procedures.