Desktop Support Technician

Job Title: Desktop Support Technician

Location: On-site M-F 8am-5pm in El Segundo, CA

Type: Open-ended contract intent to convert

Job Summary:

Looking for a strong (+/-5 years of experience) L2 support technician to support the roughly 400 corporate end users (about 200 hybrid in the El Segundo office). This person will also support the executive c-suite from time to time so top-tier customer service is key here.

Requirements:

• Heavy hands on experience in Windows environments (no Macs, but that experience would be a bonus)
• Experience with Windows 10 and 11 (currently migrating to 11)
• Hardware refresh projects
• Imaging machines (Cetera uses Autopilot)
• Application support
• Provision use accounts in Active Directory; onboard/offboard
• Interact with HW vendors
• Strong with ticketing systems (Cetera uses ServiceNow)

Job Description

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.
• Application deployment using common enterprise tools
• Hardware asset tracking & reporting
• End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.)
• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.)
• Other technical configuration, support & administrative tasks as assigned
• Level 2 Technical (“Break/Fix”) Support
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites
• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools)
• Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.)
• Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.
• General user community technology guidance, recommendations & education
• Technical Administration
• User permissions & password management on multiple systems (Active Directory, Exchange, etc.)
• Incident management, including response, tracking & reporting for areas of responsibility
• Document workstation configuration standards, processes & best-practices
• Manage local site logistics including storage room, organizing inventory, shipping and receiving
• Ability to lift up to 50 pounds
• Able to sit or stand for extended periods of time

Education

• Professional training/certifications related to areas of responsibility (e.g. CompTIA A+ Network+, MCITP, MCSA, MCTS, etc.)

• Information Services related college degree preferred, but not required

Experience

• 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.

• 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.)

• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.)

• 5+ years providing support for Windows 10, Windows 11. Windows Server experience a plus.

• 5+ years providing support for MS Office and all major component applications.

• 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.)

• 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.)

• 5+ years providing on site & remote technical support for workstations, applications and networking technologies – in medium to large organizations.

• Macintosh & OS X configuration & support experience a plus.

• Some exposure to implementing and/or supporting virtual servers & desktops using VMware or similar tools.

• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.

• Familiarity with a range of ticket/incident management systems, specifically ServiceNow

• Microsoft Active Directory administration.

• Ability to coordinate tasks with vendors to meet service targets & project deadlines.

• Ability to prioritize & multi-task in a fast-paced/demanding environment.

• Ability to work independently or as part of a team to meet deadlines.

• Strong analytical & problem-solving.

• Strong interpersonal/relationship-building skills & customer service values/practices.

• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.

• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.