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Description

Under the direction of the Technical Service Delivery (TSD) Endpoint Operations Manager, provide Tier II responsibilities for the day-to-day 24x7 IT services within an assigned geographical region, which may require a technician to travel to various sites as needed to perform the job duties.

Tier II support on technologies including endpoint devices, but not limited to (desktop, printers, workstation on wheels peripherals, software, applications), telecom, networking, mobile devices, etc..

Responsibilities include, but are not limited to:

+ Enforce and maintain standard software, hardware, images, and deployment process including post configurations, and asset management for UCLA Health IT managed departments

+ Ensuring that policies, standards, standard operating procedures, and how-to documents are followed and utilized

+ Ensure endpoints follow standard security guidelines and safeguards

+ Communicate effectively, both verbally and written to clients and peers

+ Effectively apply escalation process within the guidelines of the TSD SLA

+ May be required to participate in the weekly rotational after-hours on-call support.

Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $29.03 - $46.71 hourly.

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

Provide technical support for DGIT-supported departments at various locations around Campus. Position requires some walking or shuttle transportation use at times.

Familiarity with various email clients and configuration of O365 on Windows and Apple operating systems, as well as iOS and Android devices.

Demonstrated ability to write clear, precise, detailed, comprehensive and grammatically correct emails, letters, memos, reports, policies and procedures.

Administration of Active Directory Users and Objects.

Knowledge of troubleshooting client wired and wireless networking and connectivity issues.

Ability to work in situations with minimal supervision, scheduling tasks according to priority and manage a heavy workload.

Previous experience with client technical support in an enterprise environment.

Interpersonal skills to work effectively with staff, faculty and administrators as well as train them to use software such as VPN, Citrix, Remote Desktop and others.

Demonstrated oral communication skills to speak effectively on a one-to-one basis and in groups having a wide range of computer literacy, to engage in fact finding and to convey information to clarify conceptual issues.

Familiarity with higher education and practices and procedures. Familiarity with HIPAA and other considerations related to working in a medical environment. Must be comfortable working in a hospital environment.

Knowledge of encryption practices and tools including Bitlocker and Filevault.

Experience with imaging technologies such as MDT and Deployment Studio.

Ability to train new staff in DGIT practices and procedures.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.