IT Desktop Support Specialist II

Onward Play is seeking a talented Desktop Support Specialist II, who will be responsible for the desktop infrastructure specializing in PC/Mac/mobile devices. The technician will work within the Desktop Systems team on a special project. This includes (but not limited to) imaging and setting up/deploying computers/mobile devices, providing onsite and remote hardware and software troubleshooting, break-fix, manage incoming incident/request tickets, support calls, etc.

Relationships:

• Report to the Sr. Manager of Desktop Systems
• Work closely with IT Support Coordinator and Inventory Admin on proper processing of Onboarding/Offboarding

• Image, setup, deploy computers/mobile devices including package/ship by working with support team members, Mailroom staff and end users.
• Support end users on-site and remote (including VIPs) with IT onboarding, training/classes, day to day, etc.
• Assist with office/cubicle moves (IT equipment) / Return to Office projects and operational.
• Monitor/triage tickets and perform remote support as part of Service Desk team and/or perform customer-facing support as part of Desktop Support team.
• Responsible for working and tracking cases from beginning through resolution.
• Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals.
• Perform software and hardware configuration across diverse platforms.
• Setup and support mobile devices including both Android and iPhone.
• Partner with IT management and security team to ensure that all systems adhere to security policies and any compliance requirements.
• Participate in 24/7 IT coverage for the critical business environment and applications.
• Adhere to Global IT change control policies, standards, and architecture.
• Continually researches and keeps abreast of new computer infrastructure, computer system operating environments and new software applications.
• Perform archive restores, manage user and computer accounts in AD, patch management, manage VPN accounts, Aspera requests, respond to security alerts/resolutions, password resets, IBM BigFix Asset Management, and all other duties as assigned.

• 5+ years IT experience in a support, and/or project-based environment, previous experience as a Service Desk or Desktop Support Technician (Help Desk) required.
• 2+ years working with Executive and Director level employees.
• 2+ years of experience in support & troubleshooting Windows & Mac OS platforms including mobile devices running Apple iOS & Android OS
• 2+ years of experience with client-side troubleshooting of network services (i.e., DNS, DHCP, and certificate-based authentication)
• Minimum 1-year experience with Active Directory and O365
• Work with all types of people and ability to communicate with a broad spectrum of individuals.
• Ability to work multiple incidents and effectively manage resolution of tickets.
• Innate understanding of urgency and the escalation of issues quickly when appropriate
• Analytical skills to assist in the resolution of complex issues that may be time sensitive.
• Ability to assess resource requirements to support an implementation.
• Ability to estimate effort to complete tasks.
• Ability to plan, organize, schedule, and manage activities.
• 2+ years work experience in Media/Entertainment industry a plus