Senior Endpoint Support Analyst

BUS TCHL SUPP ANL 3 TX (007358)

UCPath Position ID: TBD_940920

Position Description History/Status

Approved Date:

2/6/2026 6:10:28 PM

Date Last Edited:

2/6/2026 6:10:24 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR

Division Code:

5901D

Division:

ADMINISTRATION

Department:

455400 - IT SERVICES

Position Details

UCPath Position Number:

TBD_940920

Position Description ID

251682

UC Payroll Title:

BUS TCHL SUPP ANL 3 TX (007358)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

TX: Technical

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

41051972

Reports to Payroll Title:

BUS TCHL SUPP SUPV 1

UCPath Department Head Position Number:

40053459

Department Head Payroll Title:

BUS TCHL SUPP MGR 2

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

The Senior Endpoint Support Analyst will provide technical support and assistance to students, faculty, and staff. The Senior Endpoint Support Analyst will engage with callers and customers whose inquiries, issues, or interruptions have been escalated beyond the first level of support within the Endpoint Solutions team. This individual will use their deep knowledge of UCLA's endpoint devices such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments to facilitate timely and impactful resolutions while delivering customer service excellence. 

The Senior 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.

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.

IT Customer Service

1.Drives the investigation, troubleshooting, and resolution of a range of escalated business process- and technology-related incidents by gathering detailed feedback, conducting an initial assessment, and providing summary reports to application and infrastructure teams. 

2.Minimizes repeat problems by reporting patterns. Collaborates to develop the definition of the service delivery team's strategy. Improves customer service operations for the ITS organization by acting as an internal service desk escalation and customer service expert for several services. 

3.Minimizes repeat problems by maintaining a robust knowledge article library. Documents metrics/outcomes, supports planning, and anticipates future business needs. 

15%

IT Customer Service

1.Responds to service requests and incidents in a timely manner; documents and tracks incidents and service requests in the service management system.  

2.Assists users with software and hardware problems including operating system and application issues. 

3.Supports workstation provisioning and support services, working with key stakeholders across the organization including business partners. Communicates positively and effectively with others. 

15%

IT Customer Service

1.Supports the provisioning and deployment of endpoint solutions to enhance the customer experience. Engages in endpoint protection activities by adhering to security policies and procedures ensuring confidentiality, integrity, and availability of data. with relevant security team members. 

2.Seeks to understand customer and stakeholder needs. Provides troubleshooting support for escalated issues. Develops and maintains tutorials and training resources. 

3.Understands and utilizes best practices to effectively troubleshoot and solve problems. Analyzes highly complex, diverse, and, at times, conflicting data to identify root causes. Makes sound decisions to benefit the business. 

15%

IT Customer Service

1.Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs. 

2.Tests hardware, software and configurations and analyzes / summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise / organizational-wide systems and analyzes system dependencies to resolve computing problems. 

3.Builds and maintains strong relationships with customers across campus by consistently delivering timely and flexible troubleshooting and support by phone and email. Provides a consistent, best-in-class customer experience.

15%

Problem Solving

1.Applies advanced problem-solving and decision-making techniques to effectively identify and resolve customer issues. Identifies when routing or escalation is needed by performing root cause analysis.

2.Recommends procedures for problem prevention.

10%

Continues Improvement

1.Leads continuous improvement efforts and delivers value to the organization by identifying innovative solutions to customer problems.

2.Continually develops skills, knowledge, and abilities in IT customer service.

3.Is able and willing to work outside regular working hours as needed

10%

Project Planning & Management

1.Supports day-to-day endpoint solution activities, meetings, and tasks. 

2.Prioritizes activities according to the needs of the organization and service stability while generating organizational value. 

3.Compiles data to analyze process performance and define a pathway to process success.

10%

Communications & Training

1.Communicates effectively with IT customers, users, and/or stakeholders, including both technical and non-technical personnel. 

2.Uses grammatically correct business writing and verbal communication skills to convey ideas. 

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

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

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

ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification  

Preferred

Advanced understanding of Microsoft and Apple operating systems (Windows, MacOS, iOS, etc.) as well as security tools such as antivirus and firewall applications.

Required

Knowledge of physical mobile devices as well as mobile device management and security.

Required

Strong 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 technical information and ideas to a diverse community of colleagues and stakeholders.

Required

Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers.

Required

Strong organizational skills and is able to prioritize urgent and competing project needs.

Required

Strong demonstrated problem-solving skills; scopes solutions based on knowledge of available resources and timelines. Able to ask questions, gather information, evaluate options, and make decisions with integrity.

Required

Able to participate in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging. 

Required

Thinks creatively and proposes innovative ideas, including the incorporation of new technologies or processes. Able to work with agility in a fast-paced environment.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

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.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Wilshire Center

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.