Senior IT Support Analyst, Operations

$76,480 - $89,602/Yr

University of California - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Educational Services

About the position

The Senior IT Support Analyst, Operations at UCLA is responsible for providing advanced technical support to a diverse range of IT customers and stakeholders across the university. This role involves engaging with escalated inquiries, utilizing in-depth knowledge of UCLA's technologies to deliver timely resolutions, and ensuring exceptional customer service. The analyst will contribute to the operational effectiveness of the university by facilitating access to technology services and supporting the institution's academic mission through innovative solutions and continuous improvement in service delivery.

Responsibilities

• Provide technical support to IT customers, partners, and stakeholders throughout UCLA's campus.
• Engage with customers whose inquiries have been escalated beyond the first level of support.
• Utilize knowledge of UCLA's technologies to facilitate timely and impactful resolutions.
• Deliver customer service excellence and lead innovative solutions to support operational effectiveness.
• Monitor and improve service quality and customer satisfaction metrics.
• Create technical documentation for complex processes and applications.

Requirements

• Experience in information technology, management, customer service, higher education, or a related field.
• Advanced experience in technical customer support, including hardware and software testing.
• Experience with customer issue ticketing systems and/or ServiceNow.
• Proficiency in Office 365, password reset procedures, and network troubleshooting.
• Strong ability to assess problem criticality and prioritize actions based on urgency.
• 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 manage competing project needs.
• Demonstrated problem-solving skills and decision-making integrity.
• Commitment to advancing an inclusive environment valuing equity, diversity, and inclusion.

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 calculating total compensation value.