Business and Technical Support Analyst 2 - 139814

UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County.

Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.

Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what's right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego's Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.

POSITION OVERVIEW:

The Workplace Technology & Infrastructure Services (WTIS) team provides campus-wide services including email and collaboration platforms, web content and case management systems, business intelligence and analytics platforms, technology platform services, service operations, service desk, Hybrid Cloud Infrastructure & Operations, and endpoint management (field support, hardware lifecycle, system administration, mobile device management, backup, and software licensing) for UC San Diego and affiliated organizations.

As part of the Endpoint Management team, the Field Support group provides direct, hands-on support for enterprise end-user devices and peripherals, consultation on best practices, and guidance on the effective use of end-user technologies. This role supports a diverse campus community and enables reliable, secure access to IT services across multiple environments.

This position is responsible for providing advanced technical support for endpoint systems in a large-scale enterprise environment. The role requires the ability to independently troubleshoot and resolve hardware, software, and network-related issues of moderate to high complexity, applying professional knowledge and sound judgment within established practices and procedures.

This role is expected to operate with a high degree of independence and requires demonstrated experience supporting enterprise IT environments and resolving technical issues beyond basic or entry-level support.

Responsibilities:

* Provide technical support for endpoint systems (desktop, laptop, and mobile devices) across multiple operating systems, including Windows and macOS, in both on-site and remote environments.

* Diagnose and resolve hardware, software, and connectivity issues, including those requiring escalation-level troubleshooting and coordination across IT teams.

* Apply structured troubleshooting methodologies to analyze issues, identify root causes, and implement effective, sustainable solutions.

* Support and maintain endpoint configurations to ensure systems are secure, compliant, and aligned with campus standards.

* Perform installation, configuration, and lifecycle support for hardware and software, including system deployments and upgrades.

* Collaborate with internal teams (e.g., Endpoint Management, Networking, Service Desk) to resolve complex or cross-functional issues.

* Coordinate vendor support for hardware and software repairs as needed.

* Provide guidance and consultation to end users on system usage, best practices, and security awareness.

* Deliver consistent, high-quality customer service in all interactions with supported departments.

* Support a distributed user base of over 5,000 staff across multiple campus locations and remote environments.

• Bachelor's degree in related area and / or equivalent experience and training.

• Demonstrated experience providing technical support for computing systems across multiple operating systems, including Windows, macOS, and mobile platforms, with the ability to diagnose and resolve software, hardware, and connectivity issues.

• Proven experience supporting enterprise endpoint environments, including performing escalated troubleshooting, analyzing system behavior, and implementing effective resolutions.

• Working knowledge of enterprise technologies such as Active Directory, file services, permissions, and endpoint management tools, with the ability to apply this knowledge in troubleshooting and support scenarios.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and remote access connectivity, and the ability to apply these concepts to diagnose and resolve user issues.

• Experience supporting system and endpoint security practices, including patching, endpoint protection, access control, and maintaining secure configurations.

• Strong analytical and problem-solving skills, including the ability to evaluate multiple solutions, make sound decisions, and follow through to resolution.

• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users.

• Strong interpersonal skills and the ability to work effectively both independently and as part of a team in a diverse and dynamic environment.

• Hybrid Schedule: 4 days onsite, 1 day remote

• Employee must be available to work evenings and weekends.

• Employee must be available to travel as required.

• Job offer is contingent on clear background check.