Senior Information Technology Support Engineer

at  UCLA

As a Senior IT Support Engineer, you will provide advanced-level technical support by planning, implementing, and optimizing complex hardware and software systems. This role encompasses a wide range of duties and responsibilities that will tackle intricate network, software, and system connectivity issues while providing guidance to end users on IT policies and procedures. Additional duties include; overseeing and coordinating the assignment and resolution of high-level technical support tickets, ensuring efficient triage and escalation to appropriate service levels. You will act as a strategic liaison between end-users, internal technical teams, and external vendors, managing complex technical challenges and overseeing third-party risk management communications and submissions. In this role, you will handle data management initiatives, including comprehensive data migration, backup administration, and server maintenance. You will develop, test, and validate advanced configurations for hardware and software systems, aligning them with user behavior and departmental needs. Provide detailed technical documentation, analyzing system dependencies, and providing recommendations to upper Management to enhance organizational IT infrastructure. You will also customize and configure sophisticated software solutions to meet diverse requirements and ensure compliance with business policy and needs.Work closely with the tech team to design and develop programs that support the department. Provide comprehensive training on technical databases and programs. Create robust user support resources and analyze usage trends to provide strategic input for system redesigns and developments. As part of managing complex IT projects, you will collaborate with the Director of Facilities and Operations to ensure optimal performance and outcomes within department IT infrastructure.

QUALIFICATIONS

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• Skilled in installing and maintaining complex applications and software systems including, Adobe, Microsoft Office, email, web-browsers, anti-virus, and UCLA applications which require knowledge of interfaces and involve various users. (Required)

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• Software development: write, test, and maintain high-quality code in various programming languages, such as python, Java, C++ or others to create efficient and reliable software applications. (Required)

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• Ability to recommend, install, evaluate, troubleshoot, and test new software, new operating systems to determine their strengths, weaknesses, and potential to support operational functions as applicable to the changing needs of the department. (Required)

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• Knowledge of Apple hardware (laptops, tablets, phones) and software (Mac OS and iOS) Mac hardware, operating system software, and other vendor applications software and hardware. (Required)

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• Knowledge of Microsoft Windows desktop and experience in the configuration, installation, and support of Windows Server operating systems, Active Directory, DNS, Active Directory, DNS, DHCP, File/Print, etc. (Required)

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• Ability to solve a wide range of hardware and software related problems and implement solutions on Windows, Linux, and Mac OS systems (Required)

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• Working knowledge of appropriate backup techniques and protocols sufficient to maintain viable independent backup of all projects, with the capacity to place them into service as needed due to systems crashes or other failures. (Required)

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• Ability to prioritize tasks and prepare project reports. Skill in estimating time and effort required for software tasks. (Required)

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• Interpersonal/communication skills to establish and maintain cooperative working relationships with staff members at varying organizational levels in a professional, customer service-oriented environment. Including the ability to communicate technical information to various audiences. (Required)

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• Possess oral and written skills to work effectively across all administrative and technical/non-technical personnel at various levels in the organization; ability to use standard English grammar and punctuation; create comprehensive technical documentation. (Required)

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• Demonstrate ability to work independently in a satellite location and be adept at managing multiple and frequently changing priorities. (Required)

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• Must be able to productively utilize the systems, ensuring confidentiality, sustainability, accuracy, data integrity within each system for maximum efficiency for optimal performance. (Required)

EDUCATION, LICENSES, CERTIFICATIONS & PERSONAL AFFILIATIONS

• Bachelor’s Degree Computer Programming and/or applicable field or related experience (Required)

COMPLETE POSITION DESCRIPTION

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