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Desktop Support Analyst

CDM Technology

Desktop Support Analyst

Irvine, CA
Full Time
Paid
  • Responsibilities

    Job Description

    LEVEL II DESKTOP SUPPORT

    Are you passionate about clean energy as well as bleeding edge technology products and services? Our globally recognized client has several large product development initiatives underway and are doing so industry-leading IT products & services. They are looking to expand as well as mature their Service Desk environment as well as processes. This is an awesome chance to support a company making lots of noise in a highly competitive industry!!

    ROLE AT A GLANCE / 30,000 FOOT-VIEW:

    • Provide Level 2 IT Support for all employees (onsite and remote) – Technology and Applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
    • Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
    • Initial troubleshooting of the network issues – Port testing, Bandwidth monitoring, Shared drive issues, etc.
    • Incident Management – Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
    • Provide the second line of defense for end-user computing support within IT
    • Provide after-hours support as per the business demand – Travelling users in different time zones and other IT Infrastructure changes
    • Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
    • Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users
    • Provide occasional level 1 technology support during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)

    YOU’LL BE WORKING WITH OTHER EXPERTS WITH THIS TYPE OF EXPERIENCE:

    • Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools
    • Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
    • Experience with: Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
    • Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
    • Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
    • Tech Savvy – Ability and passion for learning new technology and tools
    • Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
    • Bachelor’s degree or Professional training/certifications related to areas of responsibilities (preferred)

    Company Description

    CDM Technology is a premier provider of consulting, contracting and recruiting solutions for the midwest & west coast emerging technology companies. Our strength is our ability to match talented and experienced professionals to the unique business needs of the client. Our team-based approach allows us to combine our experiences in the placement industry to develop effective, customized solutions quickly and efficiently. Since we aim to build long-term relationships, we are always striving to provide higher quality service and produce better results.