Senior Endpoint Support Analyst — Hybrid

UCLA; Los Angeles (CA); Hybrid; USD 85,000 - 105,000; Full time

Job summary

UCLA is seeking a Senior Endpoint Support Analyst to provide expert technical support for campus users. You will handle escalated issues related to endpoint devices, software, and access, delivering high-quality customer service across students, faculty, and staff.

The role focuses on leveraging UCLA endpoint hardware and virtual environments to drive timely resolutions while improving incident response and user experience in a fast-paced university setting.

Qualifications

• Experience in IT, customer service or higher education environments.
• Experience with ServiceNow ticketing system.
• Strong understanding of Windows, MacOS and iOS and security tools.
• Knowledge of mobile devices and mobile device management.
• Strong communication and teamwork skills.
• Ability to prioritize competing priorities.
• Commitment to diversity and inclusion.
• Creative thinking and agility in a fast-paced environment.

Responsibilities

• Provide technical support to students, faculty, and staff.
• Engage with callers and customers whose inquiries have escalated beyond first-level support.
• Use deep knowledge of UCLA endpoint devices to facilitate timely resolutions.
• Deliver customer service excellence and positive stakeholder experiences.

Skills

ServiceNow

Customer service

Endpoint devices

Windows MacOS iOS

Communication

Education

Bachelor's Degree in IT or related field

Tools

Endpoint provisioning tools

Job description

UCLA is seeking a Senior Endpoint Support Analyst to provide expert technical support for campus users. You will handle escalated issues related to endpoint devices, software, and access, delivering high-quality customer service across students, faculty, and staff.

The role focuses on leveraging UCLA endpoint hardware and virtual environments to drive timely resolutions while improving incident response and user experience in a fast-paced university setting.