Senior Endpoint Support Analyst (Hybrid)

UCLA; Los Angeles (CA); Hybrid; USD 75,000 - 95,000; Full time

Job summary

UCLA, located in Los Angeles, seeks a Senior Endpoint Support Analyst to provide hands-on technical assistance for students, faculty, and staff. Leverage deep knowledge of UCLA endpoint devices and virtual environments to diagnose issues and deliver timely resolutions with a focus on customer service excellence.

The role supports a hybrid schedule (4 onsite days, 1 remote day) and involves collaborating with the Endpoint Solutions team to improve device provisioning, deployment, and performance

Qualifications

• Experience in IT, customer service, higher education or related field.
• Experience with ServiceNow ticketing systems.
• Advanced understanding of Windows, macOS, iOS and security tools.
• Strong communication and collaboration across diverse stakeholders.
• Ability to prioritize and manage competing projects.

Responsibilities

• Provide technical support to students, faculty, and staff.
• Escalate issues beyond first level and resolve with Endpoint Solutions knowledge.
• Utilize endpoint knowledge to diagnose and resolve hardware/software problems.
• Deliver excellent customer service while maintaining security and asset inventory.

Skills

Customer service

Ticketing systems

Communication

Problem solving

Team collaboration

Education

Bachelor's degree in IT/CS or related field

ITIL Foundations/Certifications (Preferred)

Tools

ServiceNow

Job description

UCLA, located in Los Angeles, seeks a Senior Endpoint Support Analyst to provide hands-on technical assistance for students, faculty, and staff. Leverage deep knowledge of UCLA endpoint devices and virtual environments to diagnose issues and deliver timely resolutions with a focus on customer service excellence.

The role supports a hybrid schedule (4 onsite days, 1 remote day) and involves collaborating with the Endpoint Solutions team to improve device provisioning, deployment, and performance