Responsibilities
Under the direction of the Technical Service Delivery (TSD) Endpoint Operations Manager, the Endpoint Operations Supervisor provides supervision for their support group and ensures desktop resources are focused on priority initiatives and activities within an assigned geographical region.
In this role, you will provide technical escalation and training for operational staff as well as Tier II support on technologies including desktop, telecom, networking, mobile devices, etc.
You will enforce and maintain standard software, hardware, images, and deployment process including post configurations, and asset management for Information Services & Solutions (ISS) managed departments.
Additionally, you will ensure that policies, standards, standard operating procedures, and how-to documents are followed and utilized and ensure endpoints follow standard security guidelines and safeguards.
You will communicate effectively, both verbally and written, to clients and peers and effectively apply escalation process within the guidelines of the TSD SLA.
For this position, you may be required to participate in the weekly rotational after-hours on-call support.
Qualifications
5+ years’ experience in the desktop support field
Advanced knowledge of telecom technology and basic troubleshooting with telecom endpoints
Experience training, delegating and reviewing the work of staff members
Ability to monitor and report on IP monitor
Understanding of Microsoft Networking and Active Directory
Advanced knowledge of Microsoft Windows 7 and above
Advanced knowledge of ISS Microsoft Office products (O365, Office 2016, Outlook, Exchange and OWA)
Understanding of project plans, presentations, procedures, diagrams and other technical documentation
Understanding of DNS, DHCP, WINS and TCP/IP
Experience establishing standards and procedures for best practices, enabling commitments to established SLAs
Experience researching and testing new technologies and processes
Understanding of various Desktop Management Systems such as anti-virus software, patch management and software delivery
Advanced knowledge of desktop ticketing system (ServiceNow)
Advanced knowledge of cloud computing (Box, OneDrive)
Advanced knowledge of standard desktop imaging; MDT, ISOs, and SCCM
Advanced knowledge of VPN remote software and RDP setup
Advanced knowledge of Windows and Citrix based printing
Understanding of ITIL overview and tier structure support using ticket tracking system
Experience imaging, labeling, and post-configuring devices
Advanced knowledge of Apple OSX and iOS operating systems and platforms
Advanced knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, HP Device Manager)
Advanced knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, Checkpoint Encryption and USB Whitelising)
Must have a valid driver’s license and have reliable transportation
Must be able to lift up to 30lbs.
Ability to walk comfortably for a minimum of three hours a day
UCLA is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.