Enterprise Support l - Contractor - Palo Alto, CA

Latitude AI • Palo Alto, CA

6d • $33 - $50 • Onsite

About The Position

The Enterprise Support l role will be a key member within the Enterprise Support team. The support scope of this position includes, but is not limited to G-Suite, MacOS, Linux, iOS, Windows, Entra, Jira, laptops, desktops. This role has the responsibility of imaging, deploying and provisioning assets to end users with the expectation of customer service excellence.

Requirements

• Proven strong analytical and problem solving skills
• Bachelor's degree required. In lieu of a Bachelor's degree, an Associate's degree with two years of employment experience or a High School Diploma or GED equivalent with four years of employment experience is required
• 2+ years of IT desktop support experience for Apple MacOS, Ubuntu Linux
• Strong familiarity with G-Suite, Zoom, Slack and other collaboration platforms
• Experience with automated desktop deployments using modern configuration management systems
• Advanced understanding of Wired and Wireless Networking concepts, general troubleshooting steps and network tools
• Extensive knowledge of computer hardware
• Strong written and verbal communication skills
• Demonstrated ability to work independently and multi-task in an environment of changing priorities
• Demonstrated ability to effectively collaborate and coordinate across geographically distributed teams
• Proven resourcefulness, creativity and troubleshooting skills
• Experience working in a fast-paced support role
• IP networking and subnetting knowledge
• Basic knowledge of networking technology and troubleshooting

Nice To Haves

• 3+ years of overall IT support experience
• Familiarity with ITIL standards
• Familiarities with Microsoft Outlook 365
• JIRA, JAMF, Entra, Zoom and Splunk experience is desirable

Responsibilities

• Support the user community via service desk tickets, walk up, email and chat
• Ensure that all requests from users are logged and escalation procedures are followed
• Manage user accounts
• Manage desktop/software assets
• Assist Network Operations team with troubleshooting of network issues
• Assist Network Engineering team with deployment of network devices
• Install, move, add and change user desktops, laptops and tablets
• Identify, investigate and research user questions and problems as well as isolate, resolve or escalate information systems problems
• Install and configure Linux desktop computer system hardware and software (including operating system and applications software)
• Install and configure printers and various network connected equipment
• Develop technical guidelines and document processes for desktop support area
• Coordinate special projects and system upgrades
• Brief customers and/or management on the status of the resolution efforts
• Take ownership of production related incidents including communications, escalations and follow-up for root cause analysis
• Work closely with other members of the department on corporate initiatives
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

Benefits

• The expected hourly pay range for this contract position in California is $33.48 - $50.22/hour USD. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level.
• We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED