Senior IT Support Analyst, 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, Operations is responsible for providing advanced technical support to a diverse range of IT customers and stakeholders at UCLA. This role involves engaging with escalated inquiries, utilizing in-depth knowledge of UCLA's technologies to deliver timely resolutions, and ensuring customer service excellence. 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 exceptional IT service delivery.

Responsibilities

• Provide technical support to IT customers 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.
• Lead innovative solutions that enhance customer service excellence.
• Monitor and improve service quality and operational processes within the Customer Support team.
• Document complex processes and create technical documentation for various applications.
• Analyze customer issues and produce reports with conclusions and recommendations.

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 integrity in decision-making.
• Commitment to advancing an inclusive environment valuing equity and diversity.
• Creative thinking and 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 health insurance coverage starting on day one.
• Retirement savings plan options including 401k.
• Paid holidays and vacation time.
• Tuition reimbursement for further education.
• Professional development opportunities.
• Flexible scheduling options.