Desktop / Mobile Support
About The Position
The Desktop Support IV role provides the Astreya user experience through order tracking, accessory management, hardware and accessory deployment, conference room maintenance, and behind-the-scenes user setup. Desktop Support roles enable more than 70,000 staff around the globe. This is described as an introductory role to IT services. The role works on complex assignments requiring a high degree of initiative and minimal oversight. It is expected to be proactive and may act as a team leader. The position supports video conference rooms and users worldwide, handles inventory and asset management, deploys and recovers computer images, and contributes to large-scale global projects as needed.
Requirements
- High school diploma or GED and 5+ years of related experience and/or training, or an equivalent combination of education and experience.
- Excellent written and verbal communication skills.
- Ability to work in a large team with minimal supervision.
- Ability to provide an outstanding user experience.
- Extensive inventory and IT knowledge.
- Interest in new technologies and an IT career path.
Responsibilities
- Lead inventory and asset management, conference room preventative maintenance, and e-recycling.
- Support video conference rooms in a complex, fast-paced environment while maintaining a strong focus on customer satisfaction.
- Ensure audio and visual quality, troubleshoot issues, and respond to requests from meeting attendees.
- Deploy and recover laptop and desktop images.
- Provide customer support to users worldwide, including IT accessories and workstation setup.
- Use ticketing systems to report work accomplishments and track Service Level Agreements (SLAs).
- Use inventory data management software to maintain inventory accuracy and workflow.
- Contribute to large-scale global projects as needed.
- Perform other duties as required; the listed responsibilities are not comprehensive.
Benefits
- Medical insurance through UHC (PPO, HSA, and Surest options) or Kaiser (HMO option for California employees only).
- Dental insurance through UHC.
- Vision insurance through Nationwide Vision by UHC.
- Flexible Spending Account for health and dependent care.
- Pre-tax commuter benefit for parking and transit, depending on location.
- Continuing education and professional development through platforms such as Udemy and Coursera.
- Corporate wellness program through Goomi Group.
- Employee Assistance Program.
- Wellness Days.
- 401(k) plan.
- Basic and supplemental life insurance.
- Short-term and long-term disability insurance.
- Critical illness, critical hospital, and voluntary accident insurance.
- Tuition reimbursement, available six months after start date and capped.
- Paid Time Off, accrued and prorated, up to 120 hours annually.
- Paid holidays.
- Other statutory leaves, paid time, or ancillary benefits required under state and federal law.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
