Endpoint Operations Support Analyst

Job Title

Job Title

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.

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

Skills, Knowledge And Abilities

Understanding of clinical and business applications such as, but not limited to (PACS, Syngo, Medicalis, Welch Allyn, OBIX, Capsule, Cerner, Epic, EMR, Nursecall, SPOK, IP Communicator, Call manager)

Understanding of Microsoft Networking and Active Directory

Knowledge of Microsoft Windows operating systems, such as but not limited to (Windows 7, Windows 10, and above)

Knowledge of UCLA Health IT Microsoft Office products such has but not limted to (O365, Office 2016, Office 2019, Outlook, Exchange, and OWA)

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 with minimal supervision as well as in a team environment

Ability to follow escalation procedure within IT Operations

Establish standards and procedures for best practices, enabling commitments to established SLA's.

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 support personnel

Ability to skillfully react to a fluid and constantly changing work environment.

Ability to train, delegate and review the work of staff members.

Knowledge of desktop ticketing system (Service Now)

Strong technical abilities with excellent communication and interpersonal skills

Knowledge of cloud computing, such as but not limited to (Adobe, O365, Box, One Drive)

Knowledge of standard desktop imaging such as but not limited to(MDT, ISO's, Intune, and SCCM)

Knowledge of VPN remote software and RDP configuration

Knowledge of printing such as but not limited to Windows and Citrix based printing

Understand ITIL overview and tier structure support using a ticket tracking system

Ability to image, label, and post configure devices.

Knowledge of Apple operating systems such as but not limited to OSX and iOS operating systems and platforms

Knowledge of virtualization technologies such as but not limited to (Citrix Xen App, Xen Desktop, VMWare, HP Device Manager)

Knowledge of IT Security applications such as but not limited to (Imprivata, Cisco AMP, Fire Eye, Aruba OnGuard, DUO, Bitlocker, Checkpoint Encryption, and USB Allow listing)

Must have a valid drivers California license, have reliable transportation, and drive to UCLA sites as needed

Must be able to lift to 30lbs or more

Ability to walk comfortably for a minimum of three hours a day

Knowledge of telecom technology and basic troubleshooting with telecom endpoints

Knowledge of Knowledge-Centered Service principles and best practices