Endpoint Support Analyst

Department Overview

The Customer Success organization is responsible for keeping IT service interactions positive, responsive, and effective. It serves as the main entry point for ITS support, handling common requests related to software, endpoints, and access. The team brings service management expertise across incident handling, problem resolution, change coordination, asset tracking, inventory control, and knowledge management, all rooted in ITIL practices. It also tracks service quality metrics such as customer satisfaction and continuously improves processes to raise the standard of support.

The Endpoint Solutions group focuses on delivering strong operational performance for campus customers. Its work includes planning, configuring, troubleshooting, and improving support for endpoint devices such as desktops, laptops, mobile phones, and other network-connected equipment. The team also supports inventory management, hardware and service upgrades, and coordination across ITS and the broader university to anticipate campus endpoint needs.

Role Summary

The Endpoint Support Analyst will provide hands-on technical support to students, faculty, and staff. This role involves provisioning, deploying, maintaining, and troubleshooting secure endpoint devices including laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments. The position also supports the rollout of new technologies tied to large-scale workstation management and software virtualization. Through dependable technology support, the analyst helps UCLA stakeholders access the tools and services needed to support the university’s academic mission while reflecting UCLA’s mission, culture, and values.

What You Will Do

• Support users with technical issues across endpoints, access, and related IT services.
• Provision, deploy, maintain, and troubleshoot secure devices and virtual environments.
• Assist with large-scale workstation management and software virtualization initiatives.
• Use ticketing tools to track, manage, and resolve user requests efficiently.
• Work with automated tools and reports to assess image quality, deployment, adoption, and performance.
• Help design, implement, and troubleshoot workstation provisioning processes and tools.
• Contribute to accurate documentation, timely ticket closure, and better user experience.
• Coordinate with team members and stakeholders to support campus technology needs.

Qualifications

Experience in information technology, management, customer service, higher education, or a related area is required. The ideal candidate should have experience using ticketing systems, including ServiceNow, and should understand Microsoft and Apple operating systems such as Windows, macOS, and iOS, along with security tools like antivirus and firewall software. Familiarity with mobile devices and mobile device management is also needed. The role calls for strong written and verbal communication, relationship-building ability, organization, problem-solving, and the ability to work quickly and creatively in a fast-paced environment. Experience in complex higher education settings is preferred.

Education and Certifications

A bachelor’s degree in information technology, computer science, public administration, business administration, communications, or a related discipline is preferred, although an equivalent mix of training and experience may also be considered. Helpful certifications include ITIL Foundations, CompTIA A+, and Microsoft or Apple desktop support credentials.

Special Conditions for Employment

• Employment depends on successfully completing a background investigation.
• A Live Scan background check must be finished before the start date.

Schedule

Standard hours are 8 a.m. to 5 p.m. Pacific Time, Monday through Friday, with additional variable scheduling possible based on operational needs.

Union / Policy Coverage

This position is covered under TX-Systemwide Technical policy.

Compensation Note

The university offers a full pay range, and final salary depends on budget, prior experience, skills, knowledge, abilities, education, licenses, certifications, and other business factors. Offers at the upper end of the range are uncommon. Benefits begin on day one, and the total compensation value can be estimated using the UC Total Compensation Estimator.