Desktop Support Technician


Under the general supervision of the UCLA Health Sciences Schools and the Client Services Desktop Support Manager, the Desktop Support Technician (DST) is responsible for providing desktop support to the UCLA Health Sciences faculty, staff, and students. This position provides day-to-day consultation, training, instruction and troubleshooting or problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. The DST provides a high-level of customer service in accordance to the values of UCLA Digital Technology (DGIT). Some support may be required in emergencies, either in-person or remotely, and sometimes after normal business hours.

Provide technical support for DGIT-supported departments at various locations around Campus. Position requires some walking or shuttle transportation use at times. Familiarity with various email clients and configuration of O365 on Windows and Apple operating systems, as well as iOS and Android devices. Demonstrated ability to write clear, precise, detailed, comprehensive and grammatically correct emails, letters, memos, reports, policies and procedures. Administration of Active Directory Users and Objects. Knowledge of troubleshooting client wired and wireless networking and connectivity issues. Ability to work in situations with minimal supervision, scheduling tasks according to priority and manage a heavy workload. Previous experience with client technical support in an enterprise environment. Interpersonal skills to work effectively with staff, faculty and administrators as well astrain them to use software such as VPN, Citrix, Remote Desktop and others. Demonstrated oral communication skills to speak effectively on a one-to-one basis and in groups having a wide range of computer literacy, to engage in fact finding and to convey information to clarify conceptual issues. Familiarity with higher education and practices and procedures. Familiarity with HIPAA and other considerations related to working in a medical environment. Must be comfortable working in a hospital environment. Knowledge of encryption practices including Bitlocker and Filevault. Experience with imaging technologies such as MDT and Deployment Studio. Experience with scanner connectivity for PACS systems. Experience with clinical instruments requiring computer connectivity. Ability to train contractors in DGIT practices and procedures.

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