Desktop Support II

F5 • Spokane, WA

1d • $72,000 - $108,000 • Hybrid

About The Position

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. Position Summary The Desktop Support Specialist II provides high level technical support and services to F5 end users worldwide via telephone, e-mail and in person as necessary. This position will periodically provide high-level technical support for the company’s desktop infrastructure, and serve as an escalation point for the Desktop Support Team. May need to enforce established procedures and will mentor other positions within the Desktop Support group. This position actively partners with other teams within the IT Department as well as internal customers and may be responsible for Desktop Support operations and activities in the absence of the Desktop Support Manager.

Requirements

• Expert communication, problem-solving, planning, and organization skills
• Advanced ability to multi-task and prioritize
• Experienced knowledge of the end-to-end business processes in the functional areas assigned
• Advanced ability to work independently, as well as collaboratively, within a team
• Proven communication skills
• Advanced problem-solving skills for difficult to complex issues
• PC hardware & software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment are necessary.
• Must be able to maintain a high level of confidentiality due to issues of security
• Handle obstacles and difficulty with skillful diplomacy and tact)
• Deliver and demonstrate an expert level of customer service.
• Demonstrated in-depth familiarity with Windows operating systems, PC hardware/software, and TCP/IP LANs - A+ (or similar) certification a plus – MCP certification for current client operating system a plus.
• Demonstrated operational familiarity with iOS and OSX.
• Associate degree in related field (or equivalent experience) required, Bachelor’s degree (or equivalent experience preferred.
• 3-4 years supporting technology in a fast paced environment
• 3-4 years customer service experience
• Demonstrate initiative, be a self-starter.
• Good communication skills
• Strong organization and problem solving skills required.

Responsibilities

• Acts as a liaison with other team leaders and if necessary, ensure that Desktop Support continues to follow established guidelines and procedures.
• Coach, mentor, and train other Desktop Support Consultants in procedures, troubleshooting, customer service skills, and F5 culture (include our core values).
• Utilize and enforce defined processes and procedures among the Desktop Support staff to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc.
• Proactively learns and trains other Desktop Support Staff members on new product and service technologies.
• Monitor Help Desk case dispatches closely and ensure adequate response.
• Maintain accurate and timely status information; record sufficient resolution summary information when closing a case.
• Identify trends, inefficiencies and areas of need with regard to Desktop Support cases and procedures and report back to the Desktop Support Manager.
• Develop, document, and maintain Desktop Support related policies and procedures.
• Disseminates information among the rest of the Desktop Support team and encourages knowledge sharing.
• Serves as a point of escalation for technical issues and own advanced troubleshooting for Desktop Support Issues.
• Escalate problems to next level of support when necessary.
• Ensures all incidents and requests are resolved against SLAs.
• Assist with maintaining and documenting knowledge base articles.
• Handle obstacles and difficulty with diplomacy and tact; be capable of taking responsibility for the results experienced by Desktop Support customers.
• Act as information resource for other Desktop Support Consultants on both F5 business issues and internal customer issues.
• Understand and meet F5 guidelines on best business practices including team financial and resource management, utilization, timely expense reporting, etc.
• Lead and manage projects and Desktop Support resources as requested by the Desktop Support Manager, assuming a technical/lead role for complex Desktop Support projects.
• Evaluate and select products and vendors to provide goods and services within the scope of responsibility.
• May act as primary liaison for vendors as related to Desktop Support needs.
• Owns and manages vendor relationship and escalates when appropriate.
• Demonstrates business acumen by making day to day advisement to Desktop Support Manager with vendor relations.
• May be asked to support offsite office location.
• May be asked to assist with creating or modifying corporate images and/or software packages.
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
• Performs other related duties as assigned.

Benefits

• You may also be offered incentive compensation, bonus, restricted stock units, and benefits.
• More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits.
• F5 reserves the right to change or terminate any benefit plan without notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree