Endpoint Operations - Versatilist

University of California - Los Angeles Health; Los Angeles (CA); On-site; USD 109,000 - 242,000; Full time

Job summary

The Technical Service Delivery Versatilist at UCLA Health will provide comprehensive support for networked components, workstations, and printers in a 24/7 environment, focusing on the implementation, maintenance, and optimization of networked equipment and related software.

This role includes 24/7 rotational on-call support, rapid issue resolution through diagnostics, and collaboration with internal teams to align service delivery with organizational needs.

Qualifications

• Ability to analyze complex end-user business needs and provide cost-efficient recommendations.
• Strong written communication for letters, memos, reports, and procedures.
• Experience with IP routing, switching, and OSI model frameworks.
• Familiarity with VLAN, HSRP, QoS, and TCP/IP networking fundamentals.
• Knowledge of Windows Server, Active Directory, and security best practices.

Responsibilities

• Provide technical support for networked systems, workstations, and printers to ensure reliability.
• Oversee implementation, configuration, and maintenance of networked equipment and software.
• Monitor performance and proactively troubleshoot to optimize systems.
• Participate in 24/7 on-call rotations to address critical issues.
• Collaborate with internal teams to align service delivery with needs.

Skills

End-user analysis

Clear documentation

Interpersonal skills

Tech troubleshooting

Networking concepts

VoIP/Wireless knowledge

Tools

Wireshark

Packet analyzers

VMware

Hyper-V

Citrix

Job description

The Technical Service Delivery Versatilist will provide comprehensive support for networked components, workstations, and printers, ensuring seamless operations in a 24/7 environment. This role encompasses the i mplementation, maintenance, and optimization of networked equipment and related software while proactively addressing performance, troubleshootin g, and system enhancements. Additionally, the Versatilist will participate in rotational after-hours on-call support and assist with departmental tasks as needed.

• Provide technical support for networked systems, workstations, and printers, ensuring operational reliability and efficiency.
• Oversee the i mplementation, configuration, and maintenance of networked equipment and associated software.
• Conduct performance monitoring, optimization, and proactive troubleshootin g to enhance system functionality.
• Ensure swift issue resolution through effective diagnostic and problem-solvin g techniques.
• Participate in 24/7 rotational on-call support, addressing critical technical challenges as they arise.
• Collaborate with internal teams to align technical service delivery with organizational needs.
• Perform additional tasks based on departmental requirements.

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Salary offers are based on a variety of factors including q ualifications, experience, and internal equity. The full salary range for this position is $ 108,900 - $ 241,500 annually. The University anticipates offering a salary between the minimum and $125,000 annually. This is a fully on-site role

Qualifications

1. 1. Ability to analyze complex end-user business needs and devise effective cost efficient recommendations.
2. 2. Demonstrated ability to write clear, precise, detailed, comprehensive, and grammatically correct letters, memos, reports, policies and procedures.
3. 3. Interpersonal skills to work effectively with staff, faculty and administrators.
4. 4. Ability to research and test new technologies and processes
5. 5. Hands-on data networking skills required including; IP & Ethernet routing and switching based network design, testing and implementations with in-depth knowledge of the OSI seven layer model and in depth familiarity with industry protocols including OSPF, HSRP, EIGRP, BGP, TCP/IP, 802.1x, IPSec, Radius, TACACS+ and alike
6. 6. Experience in using network protocol analyzers and sniffers such as WireShark, Fluke tools and has ability to decipher packet captures
7. 7. Working knowledge of Voice/VoIP and Wireless platforms required; Soft switches, Communications Manager, Unity, Unity connection, Voice Gateways, Feature Servers, Application Servers, Media Servers, IADs, and Wireless devices etc.
8. 8. Experience and knowledge of IEEE 802.11 wireless standards, CISCO and Aruba wireless controllers
9. 9. Experience in Voice and Wireless services including SIP Trunks, Unified messaging, Conferencing, and Integrated Access services
10. 10. Support systems for network management including a working knowledge of Voice technologies. IP switching and routing architectures supporting VoIP and ISP services
11. 11. Proficiency working with VLAN, VRF, HSRP, Port Security, Traffic Shaping, Priority Queuing, Class of Service (CoS)
12. 12. An understanding of different cabling types: Multimode fiber, single-mode fiber, LC versus SC, 10/100/1000BaseX, Cat5, Cat5e, Cat6, RJ45, RJ11
13. 13. Experience using troubleshooting tools: traceroute, ping, mtr, nmap, netstat, ipconfig/ifconfig, iperf
14. 14. Understand and apply IT Engineering Lifecycle methodology and practices
15. 15. Knowledge of ISS Microsoft Office products (O365, Office 2016, Outlook, Exchange and OWA)
16. 16. Understanding of project plans, presentations, procedures, diagrams and other technical documentation
17. 17. Establish standards and procedures for best practices, enabling commitments to established SLA's.
18. 18. Understanding of various Desktop Management Systems such as anti-virus software, patch management and software delivery
19. 19. Ability to train, delegate and review the work of staff members.
20. 20. Knowledge of cloud computing (Box, OneDrive)
21. 21. Knowledge of standard desktop imaging; MDT, ISO's, and SCCM
22. 22. Knowledge of VPN remote software and RDP setup.
23. 23. Knowledge of Windows and Citrix based printing
24. 24. Understand ITIL overview and tier structure support using ticket tracking system (Service-Now)
25. 25. Knowledge of Apple OSX and iOS operating systems and platforms
26. 26. Knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)
27. 27. Knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, Checkpoint Encryption and USB Whitelising)
28. 28. Must have a valid driver and have reliable transportation
29. 29. Must be able to lift up to 30lbs
30. 30. Ability to walk comfortability for a minimum of three hours a day
31. 31. Knowledge of telecom technology and basic troubleshooting with telecom endpoints
32. 32. Knowledge of Microsoft Networking, Active Directory,AD Group Policies
33. 33. Strong knowledge of Windows Security, SSL certificate, TLS configuration, SMB code signing, and PKI infrastructure
34. 34. Encryption protocols (data in motion & at rest)
35. 35. Experienced with Microsoft Windows 2008, 2012, 2016, and 2019 Server, Windows 7, 10, 11
36. 36. Knowledge of Microsoft SQL server
37. 37. Experienced with virtualization platforms such as VMware and Microsoft Hyper-V
38. 38. Experience with Microsoft Azure cloud
39. 39. Experience with windows clustering
40. 40. Experienced with HP Proliant server