Desktop Support Administrator II

Type: Direct Hire

Type Details: Direct

Complete Description:

• 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.

• Performs other functions as assigned.

• 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.

• 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

• 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 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