Senior Endpoint Support Analyst

Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the "front door" for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements.The Endpoint Solutions team enables operational excellence by focusing on elevating the performance of customer support to campus-customers. The team plans, designs, configures, and troubleshoots endpoint devices including desktops, laptops, mobile phones, and other network-connected devices. The team enables smart inventory management, plans for hardware and operating service upgrades and changes, and coordinates across ITS and the university to anticipate the endpoint needs of campus customers. Endpoint Solutions design and implements process improvements that drive improvements in accuracy of responses, timeliness of ticket-closure, user-experience, and customer satisfaction.
Position Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the "front door" for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements. The Endpoint Solutions team enables operational excellence by focusing on elevating the performance of customer support to campus-customers. The team plans, designs, configures, and troubleshoots endpoint devices including desktops, laptops, mobile phones, and other network-connected devices. The team enables smart inventory management, plans for hardware and operating service upgrades and changes, and coordinates across ITS and the university to anticipate the endpoint needs of campus customers. Endpoint Solutions design and implements process improvements that drive improvements in accuracy of responses, timeliness of ticket-closure, user-experience, and customer satisfaction.

The Senior Endpoint Support Analyst will provide technical support and assistance to students, faculty, and staff. The Senior Endpoint Support Analyst will engage with callers and customers whose inquiries, issues, or interruptions have been escalated beyond the first level of support within the Endpoint Solutions team. This individual will use their deep knowledge of UCLA's endpoint devices such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments to facilitate timely and impactful resolutions while delivering customer service excellence. The Senior Endpoint Support Analyst will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while upholding UCLA's culture and values.


Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

• Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required)
• Experience with customer issue ticketing systems and/or ServiceNow. (Required)
• Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)

• Advanced understanding of Microsoft and Apple operating systems (Windows, MacOS, iOS, etc.) as well as security tools such as antivirus and firewall applications. (Required)
• Knowledge of physical mobile devices as well as mobile device management and security. (Required)
• Strong ability to monitor device image quality, deployment, adoption, and performance across campus with the use of automated tools and reports. (Required)
• Ability to design, implement, and troubleshoot various workstation provisioning tools. (Required)
• Strong written and verbal communication skills. Able to communicate technical information and ideas to a diverse community of colleagues and stakeholders. (Required)
• Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers. (Required)
• Strong organizational skills and is able to prioritize urgent and competing project needs. (Required)
• Strong demonstrated problem-solving skills; scopes solutions based on knowledge of available resources and timelines. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)
• Able to participate in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging. (Required)
• Thinks creatively and proposes innovative ideas, including the incorporation of new technologies or processes. Able to work with agility in a fast-paced environment. (Required)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree in one or more of: information technology, computer science, public administration, business administration, communications or related field, or equivalent combination of experience/training. (Preferred)

• ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification (Preferred)

Special Conditions for Employment

• The anticipated pay range for this position is $77,189.18 - $86,931.24, annually; compensation is dependent upon the skills and experience of the selected finalist.
  
  
  NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Schedule

8 a.m. to 5 p.m., Pacific Time, Monday-Friday and/or variable based on operational needs
Union/Policy Covered

TX-Systemwide Technical
Complete Position Description