Desktop Support Analyst III (PC, Mac)- Glendale, CA Direct Hire/ Full Time Employee

TITLE: Desktop Support Analyst III

LOCATION: Glendale, CA

DURATION: This is an FTE/ Direct Hire position – Nonexempt

SALARY: To be Discussed

Department:   Technology Services Department

Division:  Finance

Reports To:  Technology Services Operations Manager

NOT open to Corp to Corp

Those authorized to work in the US are encouraged to apply.

DKKD Staffing does not sponsor and cannot support H1, EAD, TN, etc. No outside agencies, please.

SUMMARY

The Desktop Support Analyst III will support the company’s use of personal computers, laptops, mobile devices, network connectivity, printing equipment – including all related hardware and software.  Ideal candidate is organized, motivated, goal oriented and familiar with PC and Telecom hardware and software troubleshooting and problem diagnostics.  Requires strong communication and interpersonal skills.  Excellent writing skills are required for the development of clear and well-documented procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the Association.

• Upgrade or deploy desktops, laptops, software and peripheral equipment in accordance with the approved hardware and software list
• Setup and maintain company issued and BOYD mobile devices including MDM and wireless carrier administration and management.
• Conduct Active Directory, Office365 Suite, Azure, VPN and MDM architecture and administration.
• Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems
• Support users locally and remotely using remote software. Must travel to all company locations when required
• Provide level 2 and 3 Helpdesk support, serve as an escalation point for all requests and incidents
• Acquire quotes on equipment, coordinating, receiving and shipping RMA equipment as necessary
• Track inventory of hardware and software as required
• Provide primary weekend support on-call duty every four to five weeks
• Provide verbal and written weekly status reports to manager
• Provide excellent customer service; makes sure calls and tickets are attended to in a prompt fashion
• Assist in training, coaching, delegating or mentor to fellow team members
• Manage user account information, including rights, security and systems groups
• Track all incidents and service requests in helpdesk ticketing system and meets expected SLAs for such requests
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
• Write process and procedure documentation as needed, assist with training, giving instruction and setting the work pace
• Develop and administer Atlassian Suite including Jira Service Desk Cloud, Confluence, Jira Software and third-party marketplace add-ons.
• Effective at working on multiple projects simultaneously in a fast-paced environment, keeping stakeholders and customers up to date whilst adhering to tight deadlines.
• Recommend and help develop and implement new policies and procedures.
• Embrace ongoing education and learn/apply new skills and software applications.
• Perform other job duties as assigned
• At all times follow and adhere to the company’s security policies including remediation and identification of security threats

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk, sit, stoop, kneel, crouch, climb, crawl, and use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 75 pounds.

Action Required: Please complete the Application & Job-related questions below. For the fastest response, please send the answers to Di@DKKDstaffing.com

APPLICATION QUESTIONS (Please answer all questions)

• Name:
• Best Contact Info:
• Your Linked In:
• Where do you live and your desired geographical location:
• Why looking for a new job:
• Availability for interviews and a new job:
• Are you open to relocation if required:
• Do you have an active Passport:
• Are you open to travel if needed:
• Are you authorized to work in US (Please indicate US, Green Card or Other):

o   Do you require sponsorship at any time, or will you in the future?

• Salary Expectations: (I need a range) $
• Sizes of staff overseen and their titles: (include # of direct reports)
• Budgetary Responsibility: $
• Education/Certs/Degrees: (also indicate which certs are active)
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

JOB-RELATED SCREENING QUESTIONS/ JOB REQUIREMENTS:

NOTE: Please provide your # of years of experience (per bullet/colon) and last year used. Elaborate if needed. If no experience, please indicate NA or none. 

QUALIFICATIONS/REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Completion of at least 1 valid specialized IT Certification that is not expired (eg: Microsoft 365 Certified: Modern Desktop Administrator Associate), 2 certifications is preferred:
• Minimum 6 years helpdesk support experience in Windows and Mac Professional environments:
• Ability to troubleshoot Dell, HP, Apple PC/MAC/Laptop hardware to competent level:
• Knowledge and experience of architecting and maintaining Microsoft Deployment Toolkit for imaging and quick redeployment:
• Knowledge and experience of architecting and maintaining Mobile Device Management solutions:
• Knowledge and experience with network and local peripheral troubleshooting:
• Knowledge and experience of architecting and maintaining Active Directory and Azure:
• Knowledge and experience of: Microsoft Windows 10, Microsoft Office 2010 – O365 Suite (Teams, OneDrive), Microsoft Exchange/Outlook, Internet Explorer, Chrome, Adobe products, remoting tools, anti-virus solutions, Helpdesk ticketing systems, VPN software, Quickbooks, AutoCad:
• Knowledge and experience of architecting and maintaining Virtual Desktop environments:
• Knowledge and experience of architecting and maintaining VOIP solutions:
• Knowledge and experience in iOS troubleshooting:
• Knowledge and experience of networking technologies:
• Knowledge and experience of printer products and the ability to configure printer network devices:
• Knowledge and experience with IBM iAccess PC client emulation software a plus:
• Experience working in a mission critical support environment:
• Solid customer service and phone skills essential:
• Knowledge and experience in administration of Atlassian Suite (Jira Service Desk, Confluence) or competitor helpdesk ticketing products:
• Valid California driver’s license with a clean driving record:

Connect with us on Linked In: www.LinkedIn.com/in/DianeKrehbiel 

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