Senior Endpoint Support Specialist - Campus IT

University of California, Los Angeles; Los Angeles (CA); On-site; USD 75,000 - 95,000; Full time

Job summary

University of California, Los Angeles seeks a Senior Endpoint Support Analyst to deliver expert technical support for endpoint devices across campus, including desktops, laptops, mobile devices, printers, and related hardware. You will diagnose issues, coordinate with ITS and partner teams, and uphold high standards of customer service to support UCLA's academic mission.

The role emphasizes ITIL-aligned processes, proactive issue resolution, and collaboration within the Endpoint Solutions team

Qualifications

• Experience with IT ticketing systems, preferably ServiceNow.
• Experience in complex higher education environments.
• Deep understanding of Windows, MacOS, iOS and security tools.
• Knowledge of mobile devices and mobile device management.
• Ability to monitor image quality, deployment, and performance across campus using automated tools.
• Ability to design, implement, and troubleshoot workstation provisioning tools.
• Strong written and verbal communication skills with diverse audiences.
• Ability to build positive relationships with team, stakeholders, and customers.
• Strong organizational skills and ability to prioritize competing tasks.
• Strong problem-solving skills with integrity and timely decision-making.
• Ability to contribute to an inclusive environment that values equity and belonging.
• Creative thinker who embraces new technologies and fast-paced work.

Responsibilities

• Provide technical support to students, faculty and staff.
• Engage with callers and customers escalated beyond first level.
• Apply deep knowledge of UCLA endpoint devices to resolve issues.
• Help stakeholders access and leverage technology and services campus-wide.

Skills

ITIL knowledge

ServiceNow

Endpoint management

Windows/Mac/iOS

Customer service

Communication

Problem solving

Team collaboration

Education

Bachelor's Degree in IT or related field

ITIL Foundations / CompTIA A+ certification

Tools

Windows

macOS

Mobile Device Management

Job description

University of California, Los Angeles seeks a Senior Endpoint Support Analyst to deliver expert technical support for endpoint devices across campus, including desktops, laptops, mobile devices, printers, and related hardware. You will diagnose issues, coordinate with ITS and partner teams, and uphold high standards of customer service to support UCLA's academic mission.

The role emphasizes ITIL-aligned processes, proactive issue resolution, and collaboration within the Endpoint Solutions team