Desktop Support Specialist - L2

Global Relay•San Francisco, CA

3d•$80,000 - $110,000•Onsite

About The Position

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