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 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 (ServiceNow)
Strong technical abilities with excellent communication and interpersonal skills
Knowledge of cloud computing, such as but not limited to (Adobe, O365, Box, 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 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 XenApp, XenDesktop, VMWare, 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)
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
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