Endpoint Operations Support Analyst

University of California - Los Angeles Health; Los Angeles (CA); On-site; USD 80,747,000 - 129,946,000; Full time

Job summary

University of California - Los Angeles Health seeks a Tier II IT technician to provide 24x7 endpoint support across UCLA Health IT environments. You will manage desktops, printers, mobile devices, and peripherals, enforce standard images and deployment processes, and assist with asset management and security compliance.

You will communicate effectively, follow ITIL-based escalation guidelines, and may participate in on-call rotations. Travel to UCLA sites is required as needed to fulfill duties.

Qualifications

• Understanding of clinical and business applications (PACS, Syngo, Medicalis, Welch Allyn, OBIX, Capsule, Cerner, Epic, EMR, Nursecall, SPOK, IP Communicator, Call manager)
• Understanding of Microsoft Networking and Active Directory
• Knowledge of Microsoft Windows OS (Windows 7, Windows 10, and above)
• Knowledge of UCLA Health IT Microsoft Office products (O365, Office 2016, Office 2019, Outlook, Exchange, and OWA)
• Understanding of IT documentation and diagrams
• Knowledge of TCP/IP, DNS, DHCP, and VPN concepts
• Ability to work independently and in a team, follow escalation procedures
• Knowledge of IT security tools (Imprivata, Duo, BitLocker, Checkpoint Encryption)
• Experience with desktop imaging systems (MDT, ISO, Intune, SCCM)
• Ability to lift up to 30lbs and travel to UCLA sites

Responsibilities

• Provide Tier II support for day-to-day 24x7 IT services within an assigned region
• Support endpoint devices, printers, peripherals, software, and mobile devices
• Enforce standard imaging, deployment processes, and asset management
• Follow IT Operations escalation procedures within the SLA
• May participate in weekly on-call rotations
• Communicate status to management and support personnel

Skills

Strong technical abilities

Independent worker

Team collaboration

Effective communication

ITIL knowledge

Tools

ServiceNow

MDT

Intune

SCCM

Windows OS

Active Directory

VPN

RDP

Citrix XenApp/XenDesktop

VMware

Imprivata

DUO

BitLocker

Check Point Encryption

O365

Box/OneDrive

Job description

Description

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

Qualifications

• 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)
• Understanding of Microsoft Networking and Active Directory
• Knowledge of Microsoft Windows operating systems, such as but not limited to (Windows 7, Windows 10, and above)
• Knowledge of UCLA Health IT Microsoft Office products such has but not limted to (O365, Office 2016, Office 2019, Outlook, Exchange, and OWA)
• Understanding of project plans, presentations, procedures, diagrams, and other technical documentation
• Understanding of HTTP, HTTPS, IPV4, POE, DNS, DHCP, WINS, and TCP/IP
• Ability to work independently with minimal supervision as well as in a team environment
• Ability to follow escalation procedure within IT Operations
• Establish standards and procedures for best practices, enabling commitments to established SLA's.
• Ability to research and test new technologies and processes
• Demonstrate ability to develop creative solutions to complex problems
• Understanding of various Desktop Management Systems such as but not limited to anti-virus software, patch management, and software delivery
• Ability to prioritize, organize, and execute work assignments
• Ability to communicate the status of various systems to management and support personnel
• Ability to skillfully react to a fluid and constantly changing work environment.
• Ability to train, delegate and review the work of staff members.
• Knowledge of desktop ticketing system (ServiceNow)
• Strong technical abilities with excellent communication and interpersonal skills
• Knowledge of cloud computing, such as but not limited to (Adobe, O365, Box, OneDrive)
• Knowledge of standard desktop imaging such as but not limited to(MDT, ISO's, Intune, and SCCM)
• Knowledge of VPN remote software and RDP configuration
• Knowledge of printing such as but not limited to Windows and Citrix based printing
• Understand ITIL overview and tier structure support using a ticket tracking system
• Ability to image, label, and post configure devices.
• Knowledge of Apple operating systems such as but not limited to OSX and iOS operating systems and platforms
• Knowledge of virtualization technologies such as but not limited to (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)
• Knowledge of IT Security applications such as but not limited to (Imprivata, Cisco AMP, FireEye, Aruba OnGuard, DUO, Bitlocker, Checkpoint Encryption, and USB Allowlisting)
• Must have a valid drivers California license, have reliable transportation, and drive to UCLA sites as needed
• Must be able to lift to 30lbs or more
• Ability to walk comfortably for a minimum of three hours a day
• Knowledge of telecom technology and basic troubleshooting with telecom endpoints
• Knowledge of Knowledge-Centered Service principles and best practices