Senior Desktop Support Technician (flex-hybrid)

General Information Press space or enter keys to toggle section visibility Work Location: Los Angeles, CA, USA Onsite or Remote Flexible Hybrid Work Schedule Monday-Friday, 8:00 am - 5:00 pm Posted Date 04/17/2026 Salary Range: $78738.48 - 126637.2 Annually Employment Type 2 - Staff: Career Duration Indefinite Job # 29441 Primary Duties and Responsibilities Press space or enter keys to toggle section visibility Under the general supervision of the Desktop Support Manager or Senior Desktop Support Manager, this role provides Tier 2 day-to-day endpoint support for departments supported by DGIT. The Desktop Support Technician II is responsible for resolving incidents and service requests related to endpoint technologies while ensuring adherence to established IT standards, security requirements, and operational procedures. Key Responsibilities Provide Tier 2 support for endpoint technologies, including desktops, laptops, printers, peripherals, mobile devices, operating systems, general software, and specialty applications. Maintain and support standardized hardware, software images, deployment processes, post-deployment configurations, and asset management for DGIT-supported departments. Ensure all endpoints comply with security standards, safeguards, and organizational policies. Follow and apply established policies, standards, standard operating procedures, and how-to documentation consistently. Communicate effectively with clients and colleagues through clear, professional verbal and written communication. Appropriately troubleshoot, resolve, document, and escalate issues in accordance with DGIT escalation procedures. Collaborate with team members and external partners to support stable and reliable endpoint operations. This is a flex-hybrid role which will require you to be onsite at least 60% of the time or as required by operational need, and within 4 hours of being asked to be on-site; there are no reimbursements for travel to "home office" location. Each employee must complete a FlexWork Agreement with their manager which will outline arrangement parameters and aids both parties in fully understanding expectations. Arrangements are regularly evaluated, and are subject to termination. Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full salary range for this position is $78,738.48 - $126,637.2. The budgeted salary or hourly range that the University reasonably expects to pay for this position is approximately between the minimum and midpoint. Job Qualifications Press space or enter keys to toggle section visibility Understanding of Microsoft Networking and Active Directory Advanced knowledge of Microsoft Windows operating systems, such Windows 7, Windows 10, and above Advanced knowledge of UCLA Health IT Microsoft Office products such as Office 365, Office 2016, Office 2019, Outlook, Exchange, and Outlook Web Access Understanding of project plans, presentations, procedures, diagrams and other technical documentation Understanding of HTTP, HTTPS, IPV4, POE, DNS, DHCP, WINS and TCP/IP Ability to work independently in a team environment with minimal supervision Ability to follow escalation procedure within IT organizations Establish standards and procedures for best practices, enabling commitments to established service level agreements. Ability to research and test new technologies and processes Demonstrate ability to develop creative solutions to complex problems Understanding of various Desktop Management Systems such as but not limited to anti-virus software, patch management, and software delivery Ability to prioritize, organize, and execute work assignments Ability to communicate the status of various systems to management and/or support team members Ability to skillfully react to a fluid and constantly changing work environment. Ability to train, delegate, and review the work of support team members. Advanced knowledge of desktop ticketing systems such as ServiceNow Strong technical abilities with excellent communication and interpersonal skills Advanced knowledge of cloud computing such as Adobe, O365, Box, OneDrive, etc. Advanced knowledge of standard desktop imaging such as MDT, ISO's, Intune, SCCM, etc. Advanced knowledge of VPN remote software and RDP configuration Advanced knowledge of printing such as Windows and Citrix based printing, etc. Understand ITIL fundamentals and tier structure support using ticket tracking system Ability to image, label and post configure devices. Advanced knowledge of Apple OSX and iOS operating systems and platforms Advanced knowledge of virtualization technologies such as Citrix XenApp, XenDesktop, VMWare, HP Device Manager, etc. Advanced knowledge of IT Security applications such as Cisco AMP, FireEye, DUO, Bitlocker, Checkpoint Encryption, etc. Must have a valid California driver's license, have reliable transportation, and drive to UCLA sites as needed Must be able to lift up to 30lbs Ability to walk comfortably for a minimum of three hours a day Advanced knowledge of telecom technology and basic troubleshooting with telecom endpoints Advanced knowledge of Knowledge Centered Service principles and best practices As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.