Senior Desktop Support Technician

University of California - Los Angeles Health
United States, California, Los Angeles
Dec 21, 2024
Description 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 This flexible hybrid role allows for a blend of remote and on-site work, requiring presence on-site as needed based on operational requirements. Please note, travel to the "home office" location is not reimbursed. Each employee will complete a FlexWork Agreement with their manager to outline expectations and ensure mutual understanding. These arrangements are periodically reviewed and may be adjusted or terminated as necessary. Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $ 73,518 - $118,243annually. The University anticipates offering a salary between the minimum and midpoint of this range. As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. Qualifications 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