IT Support Analyst II - Desktop Systems

Description

The role supports desktop users at the Walnut Creek campus, at remote offices, and in small office or home office setups across North America.

You will be the main contact for end users on Windows, Linux, and macOS systems and help keep IT running reliably.

You will work with other IT teams to fix desktop, server, and network problems and contribute to company-wide projects.

Responsibilities

• Set up, configure, maintain, and fix desktops, workstations, and peripheral devices on Windows, Linux, and macOS.
• Handle help desk requests quickly, escalate when needed, and follow each issue through to closure with a customer-focused approach.
• Work with IT colleagues to find and resolve desktop, server, and network faults that hold users back.
• Support Microsoft Teams conferencing and help users with standard and specialized applications.
• Lead Walnut Creek-based initiatives and join global IT projects, working alongside the North American Desktop Systems team and Remote Systems Administrators.
• Write procedures, guidelines, and best practices, and train users where needed.
• Assess and trial new desktop hardware and software, and explain technical topics to both technical and non-technical people.
• Be present on site at Walnut Creek and cover occasional off-hours or evening support when required.

Requirements

• Bachelor's degree or equivalent IT certifications.
• 3 to 5 years of hands-on desktop support, with a good grasp of network support and systems administration.
• Track record supporting a large user base, including troubleshooting and setting up workstations and peripheral devices.
• Strong skills in Windows and macOS.
• Knowledge of Linux distributions such as Ubuntu or CentOS is a plus.
• Working knowledge of Microsoft Office 365 and other enterprise productivity tools.
• Experience with Microsoft Teams features such as webinars and breakout rooms is desirable.
• Familiarity with IT service management platforms, such as ServiceNow, is preferred.
• Clear technical writing, communication, and customer service skills, and the ability to work independently under guided supervision while holding high performance standards.

Conditions

Pay range is $70,000 to $90,000 USD plus an annual incentive plan bonus.

Pay is set through interviews and a review of education, experience, knowledge, skills, location, abilities, and internal equity.

Work on site at the Walnut Creek campus, with occasional off-hours or evening support as needed.

Benefits

• Hybrid work model.
• Health, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• 401(k) plan eligibility.
• Flexible time off, including 12 paid holidays.
• Employee assistance program for mental well-being.
• Learning benefits, including LinkedIn Learning and seminars.