Lead Desktop Support Analyst University Of California
Los Angeles, CA

Job Description

Requisition Number: 30527 Job Title: PROGRAMMER/ANALYST III Working Title: Lead Desktop Support Analyst Salary: $5,234 - $10,358 monthly Job Type: Career Department Name: 3200-COMMUNICATIONS TECHNOLOGY SERVICES Department Website URL: www.it.ucla.edu Job Summary Statement: As a member of the Desktop Support Services team, the Lead Desktop Support Analyst is responsible for leading a team of Associate and Assistant Desktop Support Analysts as well as temporary resources in the delivery of high quality, customer focused, second and third level technical and end-user support for assigned departments and customer segments as needed. The Lead Desktop Support Analyst is responsible for scheduling projects, making work assignments to members of the Desktop Support team, balancing team workloads, and ensuring that projects and assignments are completed on schedule. Additional responsibilities include coaching, providing feedback, and training to team members.

The Lead Desktop Support Analyst consistently responds to, and updates support requests using defined Service Management procedures, applies analytical skills to assess and resolve technical issues related to computing needs of end users, and ensures computing equipment is maintained with current software updates, patches and configuration standards. The Lead Desktop Support Analyst will contribute to defining team procedures and best practices. Provide after-hours support as needed or assigned. Additional responsibilities include advanced management and troubleshooting of servers, workstations and network connectivity, configuration and management of Microsoft Active Directory and all associated services, basic Citrix environment management and troubleshooting, scripting of tasks in automation systems, configuration of computing equipment (PC/Mac, laptops, tablets, mobile), OS and software installation, basic hardware maintenance, user account setup and maintenance, remote access/VPN, data encryption, and installation of printers and/or other wired and wireless peripherals. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position

14 Records Qualifications Required/Preferred

Demonstrated experience providing complex and advanced technical support services to users with varying degrees of technical knowledge and experience; skilled in providing high-quality technical support services that ensure customer satisfaction.

Required

Demonstrated experience supporting network technologies including DNS, DHCP, TCP/IP, VPN, and WINS.

Required

Ability to plan and organize daily work activity by prioritizing and completing assigned tasks, following up on open requests, and maintaining service requests using Service Management system; ability to assign work to team members effectively while taking into consideration workload and priorities.

Required

Demonstrated experience supporting Windows Active Directory on multiple domains including Group Policy management and user account creation and maintenance.

Required

Technical knowledge of Windows and Mac operating system configurations on physical and virtual machines via VMware, troubleshooting, and resolution of issues related to network connectivity, login credentials, messaging, security, encryption, and associated peripherals; and exposure to mobile and tablet devices.

Required

Demonstrated experience managing and troubleshooting Windows Server 2008, 2012 and/or 2016 operating systems, including File and Print Services.

Required

Demonstrated experience with scripting languages such as PowerShell and VBScript used in managing Microsoft Windows and Apple OS X systems and services.

Required

Ability and willingness to provide after-hours support on an as needed or assigned basis.

Required

Bachelor's degree in Information Systems, Computer Science, Engineering (or related) OR three years of relevant professional experience and training.

Required

Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization; ability to use standard English grammar and punctuation.

Required

Ability to effectively utilize common office productivity software such as MS Office (Word, Excel, PowerPoint), MS Outlook, and internet browsers.

Required

Demonstrated experience in process analysis, requirements collection/documentation, solutions recommendations, and support documentation.

Preferred

Experience with ServiceNow service management application; ITIL certification.

Preferred

Experience with Citrix infrastructure administration using XenApp or XenDesktop implementations including end-user troubleshooting and server application management.

Preferred Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 07-04-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=76545 Special Instructions: NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying. Contact information: Number of Positions: 1 Special Employment Designations/ Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation. Driving Record: N/A E-Verify Check:

Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

More Information This position does not require E-Verify check. CANRA:

Is this position designated as a mandatory reporter under CANRA? No Other Special Employment Requirements: Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.

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