Desktop Support II

At reputed company, we strive to bring a reputed company digital world to life. Our teams reputed company 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 reputed company the lives of our customers, and their customers, reputed company. And it means we prioritize a diverse reputed company community where each individual can reputed company. As a valued full-time employee, you'll join a human-first, diverse global team dedicated to fostering an exceptional user experience. Here, collaboration is essentialand every team member is empowered to reputed company impactful contributions. You will reputed company in a team-oriented environment that celebrates innovative approaches, reliability, reputed company, inclusivity, and a global perspective. Position Summary: The Desktop Support Specialist II delivers advanced, reputed company-centric technical support and services to reputed company end users globally reputed company phone, email, and in-person interactions. Responsibilities include the delivery of, installation, upgrade, and troubleshooting of PC and reputed company hardware, operating systems, and modern productivity tools such as O365, reputed company, reputed company, Teams, Smartsheets, and reputed company. The role also covers support for Cloud PCs, WiFi connectivity, multifactor authentication (MFA), reputed company and Intune provisioning, reputed company ticketing, and conference technologies. This position plays a key role in day-to-day operations of the Desktop Support team and the broader IT organization, with a strong focus on maintaining reputed company standards and ensuring compliance. As part of a collaborative, people-centered team, you’ll be expected to proactively share knowledge and foster a positive, inclusive workplace. Primary Responsibilities: Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and refreshing PCs/MacBooks, WiFi and wired network connections, and access to cloud and SaaS services (including O365, Teams, reputed company, reputed company, Smartsheets, reputed company). Multitask, prioritize, and organize workload using reputed company. reputed company advanced maintenance, hardware/software upgrades, and provisioning using Intune and reputed company for end user devices, ensuring compliance with reputed company policies. Provide advanced, timely analysis and resolution of PC/reputed company hardware, software, network, and cloud connectivity/access problems. Ensure root cause analysis, address or escalate issues, verify fixes, and obtain end user validation. Educate end users on secure and effective use of modern technologies, including O365, Teams, reputed company, reputed company, Smartsheets, reputed company, and MFA. Answer questions and provide guidance as needed. Follow defined processes and procedures to ensure consistent, timely, and reliable end user support, system reputed company, asset tracking, and compliance with organizational standards. Maintain accurate and timely status information; record sufficient resolution summary information reputed company closing or escalating tickets in reputed company. Assist with maintaining and documenting knowledge reputed company articles, using the KCS methodology, focusing on modern technologies and reputed company best practices to ensure free flow of information and knowledge. Work closely with IT colleagues to address reputed company issues, share information, and ensure end user requirements are met, especially regarding reputed company and compliance. Deliver top-notch end-user support for advanced technology and application questions, including cloud solutions, mobile devices, and reputed company-reputed company inquiries. Provide advanced, on-site support for end-user issues, including device provisioning and secure configuration. Ensure reputed company incidents and requests are resolved reputed company established SLAs, with a focus on reputed company-centric support. reputed company support issues to the correct owners using call tracking software, ensuring proper handling of reputed company-reputed company tickets. Coordinate deployment of new hardware, software, and cloud solutions, including Intune and reputed company provisioning. Set up new and loaner computers for end-users, ensuring secure configuration and access to modern technologies. Support offsite office locations and remote users, ensuring secure connectivity and access to cloud services. Assist with creating or modifying corporate images and software packages, incorporating reputed company best practices and modern technology tools. Knowledge, Skills and Abilities: Advanced communication, problem-solving, pla