Desktop Support II
Share
Job Location:
Spokane, WA - USA
Monthly Salary:
$ 44000 - 66000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
At F5 we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers and their customers better. And it means we prioritize a diverse F5 community where each individual can thrive.
As a valued full-time employeeyoulljoin a human-first diverse global team dedicated to fosteringanexceptionaluser experience. Here collaboration isessentialand every team member is empowered to make impactful contributions. You will thrive in a team-oriented environment that celebrates innovative approaches reliability integrity inclusivity and a global perspective.
Position Summary:
The Desktop Support Specialist II delivers advanced security-centric technical support and services to F5 end users globally via phone email and in-person interactions. Responsibilities include the deliveryof installation upgrade and troubleshooting of PC and Apple hardware operating systems and modern productivity tools such as O365 Slack Zoom TeamsSmartsheets andLucidchart. The role also covers support for Cloud PCsWiFiconnectivity multifactor authentication (MFA)Jamfand Intune provisioning ServiceNow ticketing and conference technologies. This position plays a key role in day-to-day operations of the Desktop Support team and the broader IT organization with a strong focus onmaintainingsecurity standards and ensuring compliance. As part of a collaborative people-centered teamyoullbe expected to proactively share knowledge and foster a positive inclusive workplace.
Primary Responsibilities:
Respond to advanced approved requests to providetimelysupport to end users for setting up installing delivering andrefreshingPCs/MacBooksWiFiand wired network connections and access to cloud and SaaS services (including O365 Teams Zoom SlackSmartsheetsLucidchart).
Multitask prioritize and organize workload using ServiceNow.
Perform advanced maintenance hardware/software upgrades and provisioning using Intune andJamffor end user devices ensuring compliance with security policies.
Provide advancedtimelyanalysis and resolution of PC/Apple hardware software network and cloud connectivity/access problems. Ensure root cause analysis address or escalate issues verify fixes and obtain end user validation.
Educate end users on secure and effective use of modern technologies including O365 Teams Zoom SlackSmartsheetsLucidchart and MFA. Answer questions and provide guidance as needed.
Follow defined processes and procedures to ensure consistenttimely and reliable end user support system security asset tracking and compliance with organizational standards.
Maintainaccurateandtimelystatus information; record sufficient resolution summary information when closing or escalating tickets in ServiceNow.
Assistwithmaintainingand documenting knowledge base articles using the KCSmethodology focusing on modern technologies and security best practices to ensure free flow of information and knowledge.
Work closely with IT colleagues to address complex issues share information and ensure end user requirements are met especiallyregardingsecurity and compliance.
Deliver top-notch end-user support for advanced technology and application questions including cloud solutions mobile devices and security-related inquiries.
Provide advanced on-site support for end-user issues including device provisioning and secure configuration.
Ensure all incidents and requests are resolved within established SLAs with a focus on security-centric support.
Route support issues to the correct owners using call tracking software ensuring proper handling of security-related tickets.
Coordinate deployment of new hardware software and cloud solutions including Intune andJamfprovisioning.
Set up new and loaner computers for end-users ensuring secure configuration and access to modern technologies.
Support offsite office locations and remote users ensuring secure connectivity and access to cloud services.
Assistwith creating ormodifyingcorporate images and software packages incorporatingsecurity bestpractices and modern technology tools.
KnowledgeSkillsand Abilities:
Advanced communication problem-solving planning and organization skills
Ability to multi-task and prioritize in a fast-paced technology-driven environment
Expert knowledge of end-to-end business processes in assigned functional areas including cloud and SaaS platforms
Ability to work independently and collaboratively as part of a diverse people-centered global team
Strong communicationskills including the ability to explain complex technology and security concepts to end users
Advanced problem-solving skills for difficult and complex issues including security incidents
Technicalexpertisein PC hardware/software Apple devicesWiFi cloud solutions IntuneJamf and security provisioning tools; continuous learning
Ability tomaintaina high levelof confidentiality and adhere to security protocols
Skillful diplomacy and tact in handling obstacles and challenging situations
Demonstrated expert-level customer service and user support
In-depth familiarity with Windows MacOS iOS Android PC hardware/software TCP/IP LANsWiFi and cloud platforms; relevant certifications (A MCP IntuneJamf etc.) a plus
Qualifications:
Associate degree in a related field (or equivalent experience)
2-3years supporting technology and customer service in a fast-paced security-conscious environment
In-depth familiarity with Windows MacOS iOS Android PC hardware/software TCP/IP LANsWiFi cloud solutions and SaaS platforms (O365 Teams Zoom SlackSmartsheetsLucidchart ServiceNow)
A (or similar) certification a plus
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.
The annual base pay for this position is: $44000.00 - $66000.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience geographic locations and market conditions as well as to reflect F5s differing products industries and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation bonus restricted stock units and benefits. More details about F5s benefits can be found at the following link: F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .
About Company
F5 application services ensure that applications are always secure and perform the way they should—in any environment and on any device.
