Desktop Support Associate – Tech

Desktop Support Associate - Tech
Location: El Segundo, CA
Duration: 5 months
Pay: $35/hr - $37/hr (DOE)


Duties:

• Workstation Management
  • 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
• Team Collaboration
  • Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests
  • Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices
  • Ongoing process/solution analysis and improvement

• 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.