ENDPOINT OPERATIONS SUPPORT ANALYST

ENDPOINT OPERATIONS SUPPORT ANALYST

You can provide the tools necessary to deliver cutting-edge health care and groundbreaking research. As part of our Information Technology team, you’ll ensure that our medical professionals have access to the latest breakthroughs in technology, and you’ll play a key role in protecting our global patient community.

Responsibilities

Under the direction of the Technical Service Delivery (TSD) Endpoint Operations Manager, the Endpoint Operations Support Analyst provides Tier II support for the day-to-day 24×7 IT services within an assigned geographical region, which may require a technician to travel to various sites as needed to perform the job duties.  In this role, you will provide support on technologies including endpoint devices, desktop, telecom, networking, mobile devices, etc., and enforce and maintain standard software, hardware, images, and deployment process including post configurations, and asset management for Information Services & Solutions (ISS) managed departments.  You will also be responsible for ensuring that policies, standards, standard operating procedures, and how-to documents are followed and utilized, and you will ensure endpoints follow standard security guidelines and safeguards.

*In this position, you may be required to participate in the weekly rotational after-hours on-call support.

Qualifications

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, and 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 Microsoft Office products such as 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
Experience researching and testing new technologies and processes, and developing 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
Experience training, delegating, and reviewing the work of staff members
Knowledge of desktop ticketing system (ServiceNow)
Knowledge of cloud computing, such as but not limited to: Adobe, O365, Box, and OneDrive
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 Windows and Citrix based printing
Understanding of ITIL overview and tier structure support using a ticket tracking system
Experience imaging, labeling, and post-configuring devices
Knowledge of Apple OSX and iOS operating systems and platforms
Knowledge of virtualization technologies such as but not limited to: Citrix XenApp, XenDesktop, VMWare, and HP Device Manager
Knowledge of IT Security applications such as but not limited to: Imprivata, Cisco AMP, FireEye, Aruba OnGuard, DUO, Bitlocker, Checkpoint Encryption, and USB Allowlisting
Knowledge of telecom technology and basic troubleshooting with telecom endpoints
Knowledge of Knowledge-Centered Service principles and best practices
Must have a valid California driver’s license, have reliable transportation, and drive to UCLA sites as needed
Must be able to lift 30lbs or more
Ability to walk comfortably for a minimum of three hours a day