Endpoint Support Analyst

BUS TCHL SUPP ANL 2 TX (007359)

UCPath Position ID: TBD_2524

Position Description History/Status

Approved Date:

11/1/2024 12:16:18 AM

Date Last Edited:

11/1/2024 12:16:16 AM

Last Action Effective Date:

11/1/2024

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_2524

Position Description ID

232038

UC Payroll Title:

BUS TCHL SUPP ANL 2 TX (007359)

Business Title:

Endpoint Support Analyst

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-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:

000000

Reports to Payroll Title:

Business Technical Support Supervisor 1

UCPath Department Head Position Number:

40068309

Department Head Payroll Title:

INFO SYS MGR 4

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

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. 

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

2.Provides technical support for endpoint devices such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual devices.

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

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

30%

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.

20%

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.

20%

Problem Solving

1.Applies 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. Recommends procedures for problem prevention.

10%

Continuous Improvement

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

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

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

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

5%

Project Planning & Management

1.Supports day-to-day service desk 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.

5%

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.

3.Continually develops skills, knowledge, and abilities in endpoint technologies.

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

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

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.