Service Assurance Engineer

Description Join UCLA Health Digital Technology (DGIT) and play a critical role in delivering reliable, secure, and innovative technology solutions that support world-class patient care and business operations. As a Systems Engineer, you will provide advanced enterprise-level support for endpoint management, desktop engineering, application support, and systems administration across a complex healthcare environment. Acting as a Tier 3 technical resource, you will lead the design, deployment, maintenance, and optimization of enterprise technologies, including desktop imaging, Group Policy management, endpoint patching, and device lifecycle management using tools such as Microsoft Endpoint Configuration Manager (MECM) and JAMF. In this role, you will collaborate with technical and business stakeholders to ensure services and projects are delivered efficiently, align with organizational standards and governance, and remain operationally sustainable. You will develop and maintain technical documentation, support ITIL-based service management practices, and contribute to continuous improvement initiatives that enhance service reliability, security, and user experience. What You'll Do Engineer, deploy, and support enterprise desktop and endpoint management solutions across Windows and macOS environments. Manage desktop imaging, operating system deployment, Group Policy Objects (GPOs), and endpoint patching strategies. Provide Tier 3 escalation support for complex technical issues affecting critical business services. Ensure systems, services, and projects meet operational, security, and governance requirements. Maintain accurate technical documentation and configuration management records. Partner with technical and non-technical stakeholders to deliver exceptional customer service and support. Participate in a 24/7 on-call rotation to support business-critical systems and services. What We're Looking For Strong experience supporting enterprise infrastructure, desktop engineering, and endpoint management platforms. Expertise with MECM, JAMF, Windows administration, and GPO management. Knowledge of ITIL service management principles and operational best practices. Excellent troubleshooting, organizational, and time management skills. Strong written and verbal communication skills with the ability to engage effectively with both technical and non-technical audiences. A customer-focused mindset, a passion for technology, and a commitment to delivering high-quality service. Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $108,900 $241,500 annually. The University anticipates offering a salary below the midpoint of this range. This is a flex-hybrid role which will require you to be onsite as required by operational need; there are no reimbursements for travel to "home office" location. Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated, and are subject to termination. As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. Qualifications 5+ years of experience supporting enterprise endpoint management and infrastructure services in a large, complex environment. Experience administering Microsoft Active Directory, Group Policy, and enterprise endpoint management platforms. Experience with Microsoft SCCM/MECM, Intune, Tanium, JAMF, or similar endpoint management tools. Experience supporting enterprise collaboration platforms such as Box and Atlassian products. Knowledge of Windows and macOS endpoint administration, configuration, and troubleshooting. Experience with enterprise software deployment, OS imaging, and endpoint lifecycle management. Experience supporting vulnerability management, patch management, and remediation programs. Understanding of cybersecurity principles, endpoint hardening, and compliance requirements. Ability to communicate effectively with both technical and non-technical stakeholders. UCLA Health