Desktop Services Associate

Cetera • El Segundo, CA

23d • $30 - $37 • Onsite

About The Position

Cetera Financial Group is currently seeking a Desktop Services Associate for our
company’s office located in El Segundo, CA.   This is a unique opportunity to
join our team to provide operational support and world class customer service to
our office and remote staff.

Requirements

• 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.
• 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).
• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.).
• 5+ years providing support for Windows 11.  Windows Server experience a plus.
• 5+ years providing support for MS Office and all major component applications.
• 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.).
• 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.).
• 5+ years providing on site & remote technical support for workstations, applications and networking technologies – in medium to large organizations.
• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.
• Familiarity with a range of ticket/incident management systems, specifically ServiceNow.
• Microsoft Active Directory administration.
• Ability to coordinate tasks with vendors to meet service targets & project deadlines.
• Ability to prioritize & multi-task in a fast-paced/demanding environment.
• Ability to work independently or as part of a team to meet deadlines.
• Strong analytical & problem-solving.
• Strong interpersonal/relationship-building skills & customer service values/practices.
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.
• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.
• Ability to lift up to 50 pounds.
• Able to sit or stand for extended periods of time.

Nice To Haves

• Experience with Windows 11.
• Experience Microsoft Autopilot.
• Executive Support.
• Experience with Lenovo laptops.
• Higher education.

Responsibilities

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT.  Autopilot/Intune experience a plus.
• Application deployment using common enterprise tools.
• Hardware asset tracking & reporting.
• End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.).
• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.).
• Other technical configuration, support & administrative tasks as assigned.
• Level 2 Technical (“Break/Fix”) Support.
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites.
• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.).
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools).
• Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.).
• Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.
• General user community technology guidance, recommendations & education.
• User permissions & password management on multiple systems (Active Directory, Exchange, etc.).
• Incident management, including response, tracking & reporting for areas of responsibility.
• Document workstation configuration standards, processes & best practices.
• Manage local site logistics including storage room, organizing inventory, shipping and receiving.
• Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests.
• Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices.
• Ongoing process/solution analysis and improvement.

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees