Senior IT Concierge Support Analyst

$76,480 - $89,602/Yr

The Regents of the University of California on behalf of their Los Angeles Campus - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

About the position

The Senior IT Concierge Support Analyst plays a crucial role in providing tailored IT support to executive-level customers at UCLA. This position is responsible for managing the design, development, and deployment of VIP technology support, ensuring high standards of service excellence. The analyst will drive innovative solutions to enhance customer service and support the university's academic mission by enabling stakeholders to effectively leverage technology services.

Responsibilities

• Provide tailored IT support to executive-level customers.
• Manage the design, development, and deployment of VIP technology support.
• Drive innovative solutions to enhance customer service excellence.
• Monitor and improve service quality for executive technology support.
• Collaborate with various university stakeholders to ensure effective technology access and usage.
• Create technical documentation for complex processes and applications.
• Assess the criticality of problems and prioritize actions based on urgency.
• Establish and maintain positive working relationships with team members and stakeholders.

Requirements

• Experience in information technology, management, customer service, higher education, or a related field.
• Technical customer support experience for executive-level customers.
• Proficiency with Office 365, password reset procedures, and network troubleshooting.
• Experience with customer issue ticketing systems and/or ServiceNow.
• Strong ability to assess problems and prioritize actions based on importance and urgency.
• Broad knowledge of enterprise system functions and troubleshooting.
• Advanced skills in creating technical documentation.
• Strong written and verbal communication skills.
• Ability to establish positive working relationships with stakeholders and customers.
• Strong organizational skills and ability to prioritize competing project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Commitment to advancing an inclusive environment that values diversity and belonging.
• Creative thinking and ability to propose innovative ideas.

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 health insurance coverage starting on day one.
• Retirement savings plan options.
• Paid holidays and vacation time.
• Professional development opportunities.
• Flexible work schedule options.