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We are seeking a highly skilled and motivated Desktop Support Specialist II to join our team at F5. As a key member of our Service Desk, you will be responsible for providing timely and effective support to our staff and customers, ensuring the smooth operation of our data centers, development/test infrastructure, and production environment.
Key Responsibilities- Provide technical support for server hardware, software, and network connectivity/access problems reported by end users.
- Utilize defined processes and procedures to ensure consistent, timely, and reliable end-user support, as well as adequate system security and asset tracking.
- Maintain accurate and timely status information, record sufficient resolution summary information when closing or escalating tickets.
- Work closely with other members of the IT organization to help address issues and ensure free flow of information.
- Provide top-notch end-user support for technology and application questions and problems.
- Monitor the SOC Service queue and mailbox.
- Ensure all incidents and requests are resolved against SLAs.
- Route support issues to the correct issue owners via call tracking software.
- Network and System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts.
- Incident Response – Tier 1 response, resolution, and/or escalation to incidents/requests entering the PDI ticket stream.
- Communications Management – Handling communications for critical incidents and scheduled maintenance.
- Reporting – Performing incident management where multiple incidents are reported or discovered.
- Associate degree in a related field (or equivalent experience) required.
- 2-4 years of experience working in a technical support role.
- Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software, and TCP/IP LANs.
- A+ (or similar) certification a plus.
We offer a competitive salary, a world-class benefits package, including 100% of the premium for employee medical, dental, and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employee stock purchase plan, 18 days paid time off within the first year, and 9 paid holidays.
