IT Support Analyst, Intake

$60,382 - $68,016/Yr

University of California - Los Angeles, CA

Full-time

Los Angeles, CA

Educational Services

About the position

The IT Support Analyst, Intake at UCLA is responsible for providing front-line technical support to a diverse range of IT customers, partners, and stakeholders across the campus. This role focuses on understanding customer inquiries and issues, facilitating timely resolutions, and delivering exceptional customer service. The analyst will contribute to innovative solutions that enhance operational effectiveness and support the university's academic mission, ensuring that stakeholders can effectively access and utilize technology services.

Responsibilities

• Provide front-line technical support to IT customers and stakeholders.
• Engage with customers to understand their inquiries and issues.
• Facilitate timely and impactful resolutions to customer problems.
• Deliver customer service excellence in all interactions.
• Contribute to innovative solutions that support operational effectiveness.
• Monitor and improve service quality and customer satisfaction.
• Document customer interactions and resolutions accurately.

Requirements

• Experience in information technology, management, customer service, or higher education.
• Foundational experience in providing technical customer support.
• Experience with customer issue ticketing systems and/or ServiceNow.
• Ability to assess the criticality of problems and prioritize actions.
• Strong written and verbal communication skills.
• Ability to develop positive working relationships with team members and stakeholders.
• Strong organizational skills and ability to prioritize project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Support an inclusive environment valuing equity, diversity, and inclusion.
• Ability to think creatively and work with agility in a fast-paced environment.

Nice-to-haves

• Experience in complex higher education environments.
• Bachelor's Degree in information technology, computer science, or related field.
• ITIL Foundations, CompTIA A+, or Microsoft/Apple desktop support certification.

Benefits

• Comprehensive benefits starting on day one.
• Access to UC Total Compensation Estimator for salary calculations.