Desktop Support Administrator II - Progilisys

Responsibilities

·         Manage and maintain applications to ensure system stability, including updates to essential components, software distribution, client health, reporting, and disaster recovery strategies.

·         Mentoring teammates and provide training and knowledge transfer as needed.

·         Assist in the support and asset management of company-owned hardware such as workstations, laptops, mobile devices, printers, and other IT related hardware.

·         Identify and resolve system issues, propose solutions, and conduct necessary preventative maintenance.

·         Provide support for workstation repairs and hardware upkeep.

·         Contribute to the development and enforcement of IT standards and compliance benchmarks within the company.

·         Oversee and troubleshoot software package installations, offering consistent status reports.

·         Offer support for iOS devices including tablets and phones, as well as other tablet brands as required.

·         Innovate and create new tools, processes, or protocols to enhance the Service Desk team's efficiency and effectiveness in supporting the organization.

·         Administer and support mobile devices using MDM systems like Intune and Microsoft Endpoint Manager.

·         Document and update system records including desktop procedures, user guides, system layouts, disaster recovery plans, user access audits, and testing protocols.

·         Share responsibility for the desktop environment and the enterprise management of the desktop infrastructure.

·         Outline precise steps for implementation tasks and comply with established change management protocols.

·         Provide support for multifactor authentication technologies.

Non-Essential Responsibilities

·         Performs other functions as assigned.

Non-Essential Responsibilities

·         Exceptional Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.

·         Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.

·         Exceptional Ability to provide a high level of support with a customer-first attitude.

·         Provide guidance to business units, driving solution adoption, and ensuring solution strategy is optimally aligned with business strategy.

·         Ability to create policies and standards used to maintain the technical and application infrastructure.

·         Strong ability to apply a high sense of urgency to all tasks.

·         Strong ability to provide an expert level of problem-solving and technical troubleshooting skills.

·         Strong ability to work independently to meet objectives.

·         Strong ability to communicate technology in business terms with customers at all levels.

·         Strong ability to actively collaborate with vendors and other support teams for problem resolution.

·         Strong ability to analyze information and use logic and process to address work-related issues and problems.

·         Strong ability to provide careful attention to detail.

·         Strong ability to manage multiple initiatives.

·         Ability to meet deadlines.

·         Ability to multi-task and prioritize workload.

·         Ability to perform well in a team environment, with staff at all levels, to achieve business goals.

·         Average manual dexterity work using a PC, phone, sorting, filing, and other office machines.

·         Maintain and secure sensitive/confidential information.

·         Ability to work proficiently with O365 including Microsoft Word, PowerPoint, Outlook, and Excel.

·         Ability to work weekends and overnight hours as needed.

Work Conditions and Physical Demands

·         Primarily sedentary work in a general office environment

·         Ability to communicate and exchange information

·         Ability to comprehend and interpret documents and data

·         Requires occasional standing, walking, lifting, and moving objects (up to 50 lbs.)

·         Requires manual dexterity to use computer, telephone, and peripherals

·         May be required to work extended hours for special business needs

·         Ability to work in the office up to 5 days a week (Irvine, CA) and as required

Minimum Education

·         BS\BA in Computer Science or technical training equivalent or an equivalent in education and experience preferred

Certifications (Required/Desired)

Desirable, any relevant Microsoft certification, including but not limited to:

·         MCP

·         MCSE

·         Microsoft 365 Certified: Modern Desktop Administrator Associate

·         Microsoft Certified: Security, Compliance, and Identity Fundamentals

·         Microsoft 365 Certified: Messaging Administrator Associate

·         Microsoft Certified: Windows Virtual Desktop Specialty

·         Microsoft Certified: Security Operations Analyst Associate

·         Microsoft 365 Certified: Security Administrator Associate

·         Microsoft Certified: Information Protection Administrator Associate

·         Microsoft 365 Certified: Enterprise Administrator Expert

·         Microsoft 365 Certified: Teams Administrator Associate

·         Microsoft 365 Certified: Fundamentals certifications

Minimum Related Work Experience

·         Minimum 5 years’ experience troubleshooting hardware issues including desktop and laptops.

·         Supported iOS devices and managed tablet and mobile device management

·         Completion of field related certifications preferred

·         Experience with installation, configuration, security patching and troubleshooting of MS Windows OS

·         Microsoft technologies, AD, Intune, and MECM/SCCM

·         Understanding of application packaging and delivery

·         Understanding of Modern Desktop Administration (deploy, configure, secure, manage, and monitor devices and client applications in an enterprise environment)

·         Familiar with basic network protocols and troubleshooting

• Excellent communication and verbal skills as well as business acumen