Description
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 The Endpoint Support Analyst will provide technical support and assistance to UCLA’s diverse academic and administrative departments and units. This individual will work to provision, deploy, troubleshoot, and maintain reliable and secure endpoint devices, such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments. The Endpoint Support Analyst will help deploy new technologies involving large-scale workstation management and software virtualization. They will use their knowledge of UCLA’s departments and units’ unique needs and businesses to provide timely and effective support to each customer group. The 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) 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) 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 $31.44 – $38.33/hour; salary 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 8:00 A.M. to 5:00 P.M. PT, Monday through Friday and/or variable based upon operational needs. Union/Policy Covered TX-Systemwide Technical Complete Position Description https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&jobcode=MI-DPT455400-JC007359-PD232043