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Posted: 08-Jan-25
Location: Los Angeles, California
Categories:
Internal Number: 145607936
Reporting to the Desktop Support Manager or Senior Desktop Support Manager, this role provides advanced technical support for DGIT-supported departments, ensuring optimal performance and user satisfaction.
Key Responsibilities:
- Tier 2 Support; Deliver expert-level support for a wide range of endpoint technologies, including:
- Desktop and laptop computers
- Printers and peripherals
- Mobile devices
- General and specialized software applications
- Operating systems
- Asset Management and Deployment:
- Maintain and update standard software and hardware configurations
- Manage imaging and deployment processes
- Oversee post-deployment configurations
- Conduct regular asset management for DGIT-supported departments
- Policy and Procedure Adherence:
- Ensure compliance with departmental policies, standards, and operating procedures
- Utilize and maintain up-to-date how-to documents and knowledge bases
- Security Compliance:
- Implement and maintain standard security guidelines and safeguards for all endpoint devices
- Stay informed about emerging security threats and best practices
- Communication and Collaboration:
- Communicate effectively, both verbally and in writing, with clients and team members
- Collaborate with other IT teams to resolve complex issues
- Provide clear and concise documentation of support activities
- Escalation Management:
- Apply DGIT's escalation process effectively and efficiently
- Identify and escalate complex issues to appropriate teams or management when necessary
Understanding of Microsoft Networking and Active Directory
Advanced knowledge of Microsoft Windows operating systems, such Windows 7, Windows 10, and above
Advanced knowledge of UCLA Health IT Microsoft Office products such as Office 365, Office 2016, Office 2019, Outlook, Exchange, and Outlook Web Access
Understanding of project plans, presentations, procedures, diagrams and other technical documentation
Understanding of HTTP, HTTPS, IPV4, POE, DNS, DHCP, WINS and TCP/IP
Ability to work independently in a team environment with minimal supervision
Ability to follow escalation procedure within IT organizations
Establish standards and procedures for best practices, enabling commitments to established service level agreements.
Ability to research and test new technologies and processes
Demonstrate ability to develop creative solutions to complex problems
Understanding of various Desktop Management Systems such as but not limited to anti-virus software, patch management, and software delivery
Ability to prioritize, organize, and execute work assignments
Ability to communicate the status of various systems to management and/or support team members
Ability to skillfully react to a fluid and constantly changing work environment.
Ability to train, delegate, and review the work of support team members.
Advanced knowledge of desktop ticketing systems such as ServiceNow
Strong technical abilities with excellent communication and interpersonal skills
Advanced knowledge of cloud computing such as Adobe, O365, Box, OneDrive, etc.
Advanced knowledge of standard desktop imaging such as MDT, ISO’s, Intune, SCCM, etc.
Advanced knowledge of VPN remote software and RDP configuration
Advanced knowledge of printing such as Windows and Citrix based printing, etc.
Understand ITIL fundamentals and tier structure support using ticket tracking system
Ability to image, label and post configure devices.
Advanced knowledge of Apple OSX and iOS operating systems and platforms
Advanced knowledge of virtualization technologies such as Citrix XenApp, XenDesktop, VMWare, HP Device Manager, etc.
Advanced knowledge of IT Security applications such as Cisco AMP, FireEye, DUO, Bitlocker, Checkpoint Encryption, etc.
Must have a valid California driver’s license, have reliable transportation, and drive to UCLA sites as needed
Must be able to lift up to 30lbs
Ability to walk comfortably for a minimum of three hours a day
Advanced knowledge of telecom technology and basic troubleshooting with telecom endpoints
Advanced knowledge of Knowledge Centered Service principles and best practices
