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Senior Desktop Support Technician (flex-hybrid)
Under the general supervision of the Desktop Support Manager or Senior Desktop Support Manager, this role provides Tier 2 day‑to‑day endpoint support for departments supported by DGIT. The Desktop Support Technician II is responsible for resolving incidents and service requests related to endpoint technologies while ensuring adherence to established IT standards, security requirements, and operational procedures.
Key Responsibilities:
- Provide Tier 2 support for endpoint technologies, including desktops, laptops, printers, peripherals, mobile devices, operating systems, general software, and specialty applications.
- Maintain and support standardized hardware, software images, deployment processes, post‑deployment configurations, and asset management for DGIT‑supported departments.
- Ensure all endpoints comply with security standards, safeguards, and organizational policies.
- Follow and apply established policies, standards, standard operating procedures, and how‑to documentation consistently.
- Communicate effectively with clients and colleagues through clear, professional verbal and written communication.
- Appropriately troubleshoot, resolve, document, and escalate issues in accordance with DGIT escalation procedures.
- Collaborate with team members and external partners to support stable and reliable endpoint operations.
This is a flex-hybrid role which will require you to be onsite at least 60% of the time or as required by operational need, and within 4 hours of being asked to be on-site; there are no reimbursements for travel to "home office" location. Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated, and are subject to termination.
Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is $78,738.48 - $126,637.2. The budgeted salary or hourly range that the University reasonably expects to pay for this position is approximately between the minimum and midpoint.
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
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