Senior IT Support Analyst, Bespoke Operations

$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 Support Analyst, Bespoke Operations is responsible for providing exceptional customer service to UCLA's diverse academic and administrative departments. This role involves engaging with customers whose inquiries have been escalated beyond the first level of support, utilizing in-depth knowledge of UCLA's technologies to facilitate timely resolutions. The analyst will lead innovative solutions to enhance operational effectiveness and support the university's academic mission, ensuring a high level of service quality and continuous improvement.

Responsibilities

• Provide customer service excellence to UCLA's academic and administrative departments.
• Engage with customers whose inquiries have been escalated beyond first-level support.
• Utilize knowledge of UCLA's technologies to facilitate timely resolutions.
• Lead innovative solutions that support operational effectiveness.
• Deliver exceptional IT services consistently across faculty, staff, and students.
• Model UCLA's culture and values while executing the university's vision.

Requirements

• Experience in information technology, management, customer service, higher education, or a related field.
• Advanced experience in technical customer support, including hardware and software tests.
• Experience producing reports and creating technical documentation for complex processes.
• Familiarity with customer issue ticketing systems and/or ServiceNow.
• Experience with Office 365, password reset procedures, and network troubleshooting.
• Strong ability to assess problems and prioritize actions based on urgency and importance.
• Broad knowledge of enterprise system functions and troubleshooting capabilities.
• Strong written and verbal communication skills for diverse audiences.
• Ability to establish positive working relationships with team members and stakeholders.
• Strong organizational skills to prioritize competing project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Participation in activities that promote equity, diversity, inclusion, and belonging.
• Creative thinking and agility in a fast-paced environment.

Nice-to-haves

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

Benefits

• Comprehensive health insurance coverage starting on day one.
• Retirement savings plan options including 401k.
• Tuition reimbursement for further education.
• Paid time off and holidays.
• Flexible scheduling options for work-life balance.