Business and Technical Support Analyst 2 - 139814

UC San Diego is ranked the 9th best public university in the nation and is the largest employer based in San Diego County. The Business and Technical Support Analyst 2 role involves providing advanced technical support for endpoint systems in a large-scale enterprise environment, ensuring reliable access to IT services across multiple environments.

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

Requirements:

• 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