Desktop Support Specialist II

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.

Our Employees

Are valued and empowered, collaborative and team-oriented, innovative in their approach, and passionate about their work. They are reliable, trustworthy, and open, with high integrity. They value diversity, are inclusive, and are committed to a global mindset. You will tackle problems, repair relationships, and detail technical interactions related to Windows 11, macOS clients, and our infrastructure systems. To help deliver these services, we are looking for a Desktop Support Specialist with a knowledge of modern end-user computing solutions, including mobile technologies.

Attractions of the Job: As a Desktop Support member, you will assist staff in the Corporate Office and remote locations with technical support of desktop computers, applications, and related technology. Support includes specifications, installation, and testing of computer systems and peripherals within established guidelines.

Primary Responsibilities

• Respond to approved requests to provide timely support to end users for setting up, installing, delivering, and relocating desktop personal computers (PCs), related equipment, and network connections and access. Perform routine maintenance and hardware/software upgrades to end-user PCs and related equipment.

• Work with end users to help them understand and effectively utilize general PC hardware, software, and network services. Answer questions and guide as needed.

• Utilize defined processes, & procedures to ensure consistent, timely, and reliable end-user support as well as adequate system security, asset tracking, etc.

• 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 the free flow of information.

• Provides top-notch walk-up and remote end-user support for basic technology and application questions and problems.

• Ensures all incidents and requests are resolved against SLAs.

• Sets up new and loaner computers for end-users.

• JAMF / InTune package creation administration and support.

• Interface with other Core Services teams to solve complex issues.

• Create / Maintain support solutions and documentation..

• Ensure ongoing communications regarding system issues/activities with all stakeholders: department executives and managers, end users, IT staff, vendors, customers, etc.

• Aid technical staff leads on large complex projects.

• Responsible for upholding F5's Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

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.

Knowledge, Skills and Abilities

• Working knowledge of client management systems: Configuration Manager, Jamf, and Microsoft Intune.

• Hardware and software troubleshooting: You should understand computer hardware components, peripherals, and software applications. This includes diagnosing and resolving hardware and software issues that users may encounter.

• Networking: Basic knowledge of computer networking is essential. This includes understanding TCP/IP, DHCP, DNS, LAN, and WAN concepts. You should be able to troubleshoot network connectivity issues, configure network settings, and assist with network-related problems.

• Operating systems: Proficiency in various operating systems, such as Windows, macOS, and Linux, is essential. You should be able to install, configure, and troubleshoot these operating systems on desktop computers.

• Proactively automate, streamline, and simplify engineering processes and routine tasks.

• Good Problem Analysis and Solving Skills: the ability to fix a complex issue to potential contributing components, identify possible root causes, or collect supporting evidence for customer concern.

• Active Directory and user management: Familiarity with Active Directory (AD) and user management is often required. You should know how to create, modify, and disable user accounts, reset passwords, and manage group policies.

• Documentation and ticketing: Maintaining accurate documentation and using ticketing systems to track and resolve user requests is crucial. You should be proficient in documenting support activities and keeping track of progress and resolutions.

• ITIL framework: Familiarity with the ITIL (Information Technology Infrastructure Library) framework and its processes, especially incident management and problem management, can be beneficial for providing efficient and structured support.

• Security fundamentals: Awareness of cybersecurity best practices and knowledge of handling security incidents, such as malware infections or phishing attempts, is essential.

• Documentation and Knowledge Management: The ability to document technical issues and resolutions and create knowledge base articles or user guides are essential for sharing knowledge within the team and empowering users to find solutions independently

Qualifications

• Associate degree or higher: While not mandatory, having an associate degree or higher in a relevant field like computer science, information technology, or a related discipline is preferred

• Minimum of two (2) years as Desktop Support Specialist or equivalent

• 3+ years of solid customer service experience

Certifications Preferred:

• CompTIA (or similar) certifications are preferred, such as A+, Security+, and Network+

• JAMF certifications are preferred, such as Jamf 100 or greater

• Microsoft certifications are preferred, such as M365 Certified: Modern Desktop Administrator Associate or greater

• KCS Practices certification is preferred

Our values:

At F5, we live and breathe our core values; Excellence, Integrity, Teamwork, Customer Dedication, Profitable Growth, Innovation, Employee Success, and Diversity. We help each other achieve our goals, value the diversity of ideas different backgrounds can bring, emphasize teamwork over rock-stars, work hard and most of all have fun!

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 U.S. base pay range for this position is: $60,953.34 - $91,431.04

F5 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 F5's 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 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.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

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 accommodations@f5.com.