Endpoint Operations Support Analyst

UCLA Outpatient Clinics; Los Angeles, Northern (CA, KY); On-site; USD 39,000 - 62,000; Full time

Job summary

Under the direction of the TSD Endpoint Operations Manager, UCLA Outpatient Clinics seeks a Tier II IT specialist to support 24x7 services across a regional footprint. Travel to diverse sites may be required to fulfill duties, with a focus on endpoints, printers, software and peripheral devices.

Responsibilities include enforcing standard images, asset management, and security guidelines, plus effective verbal and written communication with clients and peers.

Qualifications

• Must follow policies, standards and SOPs as part of daily IT operations.
• End-user device and security guidelines must be applied consistently.
• Strong communication skills to interact with clients and peers.
• Ability to participate in weekly after-hours on-call rotations.

Responsibilities

• Provide Tier II day-to-day IT services for UCLA Health IT regions.
• Support endpoint devices, printers, software, and related peripherals; manage assets and deployment processes.
• Enforce standard software/hardware images and security safeguards; apply escalation per TSD SLA.

Skills

Tier II support

Endpoint devices

Travel to sites

SLA escalation

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