Desktop Support Specialist - L3

Global Relay is hiring a Desktop Support Specialist - L3 for fully onsite support in Midtown Manhattan.

Responsibilities

• Provide timely, high-quality corporate desktop services and asset support, including provisioning and setup of end-user devices (desktop, laptop, mobile device, workstation, workspace) and related workspace tooling
• Manage and support core corporate systems and services such as Microsoft Office, Microsoft Exchange, and Microsoft Active Directory
• Install and configure end-user devices, peripheral equipment, and software for both local and remote users
• Investigate, diagnose, troubleshoot, administer, and resolve incidents across supported areas: operating systems, desktop applications, hardware, and peripherals
• Handle enterprise desktop and application support including Windows 10, Microsoft Office Suite, Anti-Virus, and Adobe suite products
• Troubleshoot and administer corporate mobile management using AirWatch UEM MDM and support mobile platforms such as iOS
• Support non-Windows environments including Ubuntu and virtualization workflows using VirtualBox
• Troubleshoot basic network issues affecting a user’s workstation
• Deploy and manage user workstations using SCCM/MDT, Landscape, and Airwatch
• Create and administer packages for mass deployment using SCCM and Landscape
• Monitor and manage workstation and user-based Group Policy Objects (GPO)
• Perform regular audio video equipment checks for conference room machines
• Support internal systems including VOIP telephone systems and related telephone peripherals
• Own ticket lifecycle for assigned work: creation, administration, action, and closure
• Support and evolve the desktop deployment automation tool suite
• Provide Active Directory support as needed to resolve end-user desktop and operating system issues
• Maintain and improve internal documentation including run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs)
• Participate in team strategy discussions

Requirements

• Post-secondary degree or diploma in Technology Management with experience supporting desktop computing in a networked environment, or an equivalent combination of education, training, and experience
• 5+ years experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
• Advanced knowledge and hands-on experience with Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems
• Hands-on experience with SCCM/MDT for Windows, Landscape for Ubuntu, and MDM for mobile devices
• Advanced knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
• Advanced working experience with end-user applications including AntiVirus, Microsoft Exchange, Microsoft Office Suite, and related tools such as Outlook, Visio, and Project
• Demonstrated scripting experience using PowerShell and desktop automation using SCCM/MDT
• Comprehensive understanding of local area networking and device setup/configuration, including desktops, printers, and other wireless devices
• Ability to work effectively both independently and collaboratively in a complex environment
• Ability to train and mentor other team members
• Ability to prioritize workload and respond quickly to critical issues
• Comfortable working under pressure in a fast-paced setting
• Excellent interpersonal and communication skills in verbal and written English
• Resourceful with strong problem-solving ability
• Commitment to learning and sharing knowledge with the team

Technologies

• Microsoft Office
• Microsoft Exchange
• Microsoft Active Directory
• Windows 10
• Anti-Virus
• Adobe suite products
• AirWatch UEM MDM
• iOS
• Ubuntu
• VirtualBox
• SCCM/MDT
• Landscape
• Airwatch
• Group Policy Objects (GPO)
• VOIP telephone systems
• PowerShell
• Outlook
• Visio
• Project
• MDM

Benefits

• Comprehensive health benefits program with extended health coverage and short-term / long-term disability insurance
• Annual vacation days that increase based on tenure
• Paid sick days
• Maternity/parental leave enhanced program
• Commuter benefits
• Corporate bonuses
• 401(k) retirement plan with company contribution matching
• Subsidized meal program for employees based at the New York office

Compensation

• Base salary: $75,000 - $95,000 USD per year

Work Location & Schedule

• Fully onsite: 5 days a week at the office in Midtown Manhattan
• May require work on certain holidays