Endpoint Operations Support Analyst

UCLA Health; Los Angeles (CA); On-site; USD 44,000 - 73,000; Full time

Job summary

UCLA Health is seeking a Tier II IT Technician to support day-to-day 24x7 services across multiple UCLA sites. You will manage endpoint devices, printers, software and hardware, and coordinate with clinical and IT teams to enforce standard deployment and security practices.

The role requires broad knowledge of Windows environments, Office 365, AD, and ticket-based workflows. Travel to UCLA sites is expected, with a mix of on-site and remote work and potential after-hours coverage.

Qualifications

• Understanding of clinical and business applications and IT systems.
• Strong knowledge of Microsoft networking and Active Directory.
• Experience with Windows operating systems (Windows 7/10+).
• Familiarity with Microsoft Office 365 and Exchange/Outlook.
• Knowledge of ITIL processes and ticket-based support.
• Experience with VPN/remote access and RDP configurations.
• Proficiency with ServiceNow or similar ticketing systems.
• Understanding of virtualization technologies (Citrix, VMware).
• Awareness of security tools and encryption technologies.
• Ability to travel to UCLA Health sites as needed.

Responsibilities

• Provide Tier II IT support for day-to-day 24x7 services in an assigned region.
• Maintain standard software/hardware, imaging, and deployment processes.
• Adhere to security guidelines and standard operating procedures.
• Communicate status clearly to clients and team members.
• Participate in after-hours on-call rotations as required.
• Follow escalation procedures per IT Operations SLA.

Skills

Endpoint support

Active Directory

Windows OS

Office 365

ITIL basics

VPN & RDP

ServiceNow

Virtualization

Cybersecurity basics

Printer troubleshooting

Tools

Intune

SCCM

MDT

ISO images

Job description

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Onsite or Remote

Fully On-Site

Work Schedule

Posted Date

08/14/2026

Salary Range: $32.96 - 53.05 Hourly

Employment Type

Duration

Indefinite

Job #

32340

Primary Duties and Responsibilities

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Under the direction of the Technical Service Delivery (TSD) Endpoint Operations Manager, provide Tier II responsibilities for the day-to-day 24x7 IT services within an assigned geographical region, which may require a technician to travel to various sites as needed to perform the job duties.

Tier II support on technologies including endpoint devices, but not limited to (desktop, printers, workstation on wheels peripherals, software, applications), telecom, networking, mobile devices, etc.. Enforce and maintain standard software, hardware, images, and deployment process including post configurations, and asset management for UCLA Health IT managed departments.

Responsible for ensuring that policies, standards, standard operating procedures, and how-to documents are followed and utilized. Ensure endpoints follow standard security guidelines and safeguards. Communicate effectively, both verbally and written to clients and peers. Effectively apply escalation process within the guidelines of the TSD SLA. May be required to participate in the weekly rotational after-hours on-call support.

Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is listed below. The target salary range that the University reasonably expects to pay for this position is between the minimum and the midpoint of the salary range.
Hourly range: $28.18 - $45.35/hour

Job Qualifications

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SKILLS, KNOWLEDGE AND ABILITIES

1. Understanding of clinical and business applications such as, but not limited to (PACS, Syngo, Medicalis, Welch Allyn, OBIX, Capsule, Cerner, Epic, EMR, Nursecall, SPOK, IP Communicator, Call manager)

2. Understanding of Microsoft Networking and Active Directory

3. Knowledge of Microsoft Windows operating systems, such as but not limited to (Windows 7, Windows 10, and above)

4. Knowledge of UCLA Health IT Microsoft Office products such has but not limted to (O365, Office 2016, Office 2019, Outlook, Exchange, and OWA)

5. Understanding of project plans, presentations, procedures, diagrams, and other technical documentation

6. Understanding of HTTP, HTTPS, IPV4, POE, DNS, DHCP, WINS, and TCP/IP

7. Ability to work independently with minimal supervision as well as in a team environment

8. Ability to follow escalation procedure within IT Operations

9. Establish standards and procedures for best practices, enabling commitments to established SLA's.

10. Ability to research and test new technologies and processes

11. Demonstrate ability to develop creative solutions to complex problems

12. Understanding of various Desktop Management Systems such as but not limited to anti-virus software, patch management, and software delivery

13. Ability to prioritize, organize, and execute work assignments

14. Ability to communicate the status of various systems to management and support personnel

15. Ability to skillfully react to a fluid and constantly changing work environment.

16. Ability to train, delegate and review the work of staff members.

17. Knowledge of desktop ticketing system (ServiceNow)

18. Strong technical abilities with excellent communication and interpersonal skills

19. Knowledge of cloud computing, such as but not limited to (Adobe, O365, Box, OneDrive)

20. Knowledge of standard desktop imaging such as but not limited to(MDT, ISO's, Intune, and SCCM)

21. Knowledge of VPN remote software and RDP configuration

22. Knowledge of printing such as but not limited to Windows and Citrix based printing

23. Understand ITIL overview and tier structure support using a ticket tracking system

24. Ability to image, label, and post configure devices.

25. Knowledge of Apple operating systems such as but not limited to OSX and iOS operating systems and platforms

26. Knowledge of virtualization technologies such as but not limited to (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)

27. Knowledge of IT Security applications such as but not limited to (Imprivata, Cisco AMP, FireEye, Aruba OnGuard, DUO, Bitlocker, Checkpoint Encryption, and USB Allowlisting)

28. Must have a valid drivers California license, have reliable transportation, and drive to UCLA sites as needed

29. Must be able to lift to 30lbs or more

30. Ability to walk comfortably for a minimum of three hours a day

31. Knowledge of telecom technology and basic troubleshooting with telecom endpoints

32. Knowledge of Knowledge-Centered Service principles and best practices

As a condition of employment, the final candidate who accepts an 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; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.