22 Jan
Remote Level II Desktop Support
Vacancy expired!
- A Bachelor's degree in Computer Science or related degree preferred, or a combination of education, training, and work experience
- Minimum 3 years' experience in an increasingly complex roles supporting end users
- Proven team player with outstanding interpersonal and communication (written & oral) skills
- A strong understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.
- Subject Matter Expert in the delivery of interoperative desktop systems and applications in three or more of the following areas
- Linux operating system
- Mac OS 10.10.x (and later) managed endpoints using JAMF PRO
- Microsoft Office365 and Office 2016 (macOS and Windows)
- Active Directory Administration
- Application deployment via InTune
- Email Collaboration clients (Outlook, Outlook Web Access, Microsoft Teams, and SharePoint and Gmail)
- Print and Multifunction Device Management
- Hardware and Software Asset Management
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- Mobile Device Management e.g. InTune, JAMF, Mobile Iron
- Microsoft Windows 10 endpoint lifecycle via MS SCCM, GPO, and Azure AD
- Single sign-on via Okta
- Experience with Kaseya
- Linux operating system
- Asset Management - Maintain workstation inventory including tracking the status of IT assets for End User including Laptops, Desktops and all peripherals. Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.
- Demonstrated experience in working within a global organization
- Experience managing the delivery of desktop services
- Provide excellent customer experience in support of incident and request management for IT services
- Tier 2 support of end user IT services
- Demonstrate a sense of urgency
- Excellent communication skills both verbal and written.
- Ability to work in a team environment.
- Serve as an escalation point for technical support issues from Tier 1 agents.
- Experience using IT Ticket Helpdesk software and daily, accurate, ticket documentation
- Troubleshoot and repair hardware and software issues on multiple operating systems
- Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
- Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
- Deploy software and system images for multiple OS and hardware standards.
- Schedule and implement regular patching to the desktop infrastructure in coordination with IT engineering and information security teams
- Configuring and support various mobile device platforms
- Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
- Develops end user communications, training, and programs to ensure rapid adoption of IT services
- Follow all company policies, compliance requirements, procedures and standards, as aligned.
- Performs other responsibilities associated with this position as may be appropriate and assigned.
- Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.
- Founded in 1988 in Tempe, Arizona
- 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
- $9.2 billion in revenue in 2018
- Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
- 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider
- Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
- Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Vacancy expired!