Endpoint Support Analyst

Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs, managing and resolving common inquiries. The team provides service management expertise and program design including incident, problem, change, asset management, and knowledge management grounded in ITIL principles. It monitors key performance factors such as customer satisfaction and implements process improvements. Endpoint Solutions focuses on elevating support performance to campus customers, planning, designing, configuring, troubleshooting endpoint devices (desktops, laptops, mobile phones, etc.),

managing inventory, planning hardware and software upgrades, and coordinating with ITS and the university to anticipate needs.

The Endpoint Support Analyst will provide technical support and assistance to students, faculty, and staff. The individual will provision, deploy, troubleshoot, and maintain reliable and secure endpoint devices such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments. They will deploy new technologies involving large‑scale workstation management and software virtualization, positively impact UCLA operations, and enable stakeholders to leverage technology in service of the institution's academic mission.

This role will execute UCLA's vision while upholding its culture and values.

• UCLA provides a full pay range. Salary offers consider factors such as 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.

• 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 Service Now. (Required)
• Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)
• Foundational understanding of Microsoft and Apple operating systems (Windows, MacOS, iOS, etc.) as well as security tools such as antivirus and firewall applications. (Required)
• Awareness of physical mobile devices as well as mobile device management and security. (Required)
• 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 and document ideas clearly. (Required)
• Able to develop positive working relationships and a strong rapport with team members and stakeholders. (Required)
• Strong organizational skills and is able to prioritize project needs. (Required)
• Strong demonstrated problem‑solving skills. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)
• Able to support an inclusive environment that values equity, diversity, inclusion and belonging. (Required)
• Thinks creatively and is able to work with agility in a fast‑paced environment. (Required)

• 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)

• Position Notes:
  The anticipated pay range for this position is $30.48 - $38.67, hourly; 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.

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

TX-Systemwide Technical