Desktop Support Specialist - L2

Global Relay • San Francisco, CA

1d • Onsite

About The Position

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers. Your role: The Desktop Support Specialist – L2 provides enhanced technical and end-user support for desktop workstations, client-server based desktop applications and related corporate wireless devices to all staff. Responsibilities include but are not limited to: timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, and plotters, as well as application software, and operating systems. The on-going support and maintenance of computers and applicable equipment over its complete life cycle for company hardware, software, and periphery components. Conference room, auditorium and meeting room equipment installation and support, including the ability to support business critical meetings. Troubleshooting and maintenance of internal corporate support systems and the on-going development and maintenance of desktop-related systems such as automated desktop provisioning. The ability to provide enhanced support to non-windows based desktop operating systems such as Ubuntu is required. Knowledge and enhanced experience working with ticketing and desktop management applications and systems. These responsibilities require both independent and team-based investigation, initiative, good judgment, good communication and problem solving skills as well as the ability to work in a team or with minimal supervision. Note: This position will be fully onsite (5 days a week) at our office in Midtown Manhattan. It may also require you to work on certain holidays.

Requirements

• A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience.
• 3-5 years’ experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
• 3 – 5 years of experience supporting conference rooms, auditoriums and meeting rooms, including all hardware and A/V equipment.
• Enhanced knowledge of, and experience with: Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems
• Hands on experience with SCCM/MDT for Windows , Landscape for Ubuntu , MDM for mobile devices .
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
• Enhanced knowledge and working experience with end-user applications including: AntiVirus, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project.
• Enhanced experience with scripting (PowerShell) and desktop automation (SCCM/MDT)
• Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers and other wireless devices
• Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
• Ability to prioritize assigned workload and respond quickly to critical issues
• Comfortable working under pressure in a fast-paced setting
• Excellent interpersonal and communication skills in both verbal and written English
• Highly resourceful with good problem-solving abilities
• Enthusiastic and with a commitment to learn

Responsibilities

• Timely and high quality delivery of corporate services and assets such as the provisioning and setup of employee hardware (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets
• Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software for both local and remote users
• Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows 10, Microsoft Office Suite, Anti-Virus, Adobe suite products, AirWatch UEM MDM, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices.
• Troubleshooting basic network issues for user’s workstation.
• Deployment and manage users workstation using SCCM/MDT, Landscape and Airwatch.
• Creating and administrating packages for mass deployment using SCCM, Landscape.
• Monitoring and creating workstation and user based group policies in Group Policy Objects (GPO).
• Performing regular audio video equipment checks for the conference room
• Advanced Investigation, diagnoses, troubleshooting and upgrade A/V hardware and meeting room equipment. Including Poly, Crestron and Zoom support.
• Maintain a well-organized inventory list and storage area of all equipment and parts
• Perform any necessary upgrades on workstation systems to ensure their longevity
• Assist in maintaining internal systems like VOIP telephone systems and telephone peripherals
• Tickets and ticketing system including: creation, administration, action, and closure of assigned work ticket requests
• Evolution and support of the desktop deployment automation tool suite
• Ability to navigate Active Directory in support of user object and computer object related issues; Updating and enhancing internal procedures and ensuring that all documentation, run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs) are up to date
• Contribute to team strategy discussions

Benefits

• Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the state of California. In addition to the annual base salary (range listed below), compensation for this role also includes commissions, extended health benefits, and 401k contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees