Sr. Desktop Support Specialist

Sr. Desktop Support Specialist Department: Information Technology Employment Type: Full Time Location: US-Arizona-Tempe-Corp HQ Description The Sr. Desktop Support Specialist is responsible for effectively, efficiently, and promptly resolving issues relating to computer systems, software and various other services IT provides for local and remote users. You must be proactive, service-oriented, willing to accept responsibility, able to work with demanding deadlines, flexible, decisive and possess excellent team working skills. You must be able to maintain professional composure under stressful situations. As a Sr. Desktop Support Specialist, you are the direct support to users of the regional office, while also providing support to remote staff globally. You respond to customer communication regarding software/hardware issues received via phone, email or a ticketing solution. You evaluate the nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer. You also accurately and thoroughly document information in the provided ticketing solution for each contact handled following defined parameters. Role expectations Provide oversight for AV and end-user workspace buildout and enhancements for the local office Provide on-demand support for hardware, software and access for in-person requests (walk up) Provide primary escalation support for our Global Service Desk team Break-fix of computers, printers & AV equipment/accessories in conference rooms, cafes and signage displays. Pilot test new hardware/software for compatibility with Align's existing environment Escalate and report Major Incidents to the appropriate IT resources. Primary operational responsibilities for End User Engineering tools and services Execute Onboarding & Offboarding processes in accordance with defined procedures and timelines. Maintain and deliver new hire orientation to all incoming personnel in US/Canada Provision & revoke access to company resources as detailed in company identity and access management policies and procedures. Engage with vendors for warranty replacement/support of end-user systems. Maintain inventory of assets for all computers, mobile phones, AV equipment, etc. Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported Adhere to the Global Standards as defined by the Tier 3 IT teams. Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base. Actively engage in feedback mechanisms to ensure maximum efficiency in any and all service management tools Provide recommendations for improvements to existing policies and procedures Identify trending issues impacting employee productivity and develop solutions for issue resolution and/or mitigation. What we're looking for IT-related degree or 6 years of equivalent work experience. Team player mentality - enhance team performance, promote a positive attitude and a whole company mindset Customer focus, with the ability to adapt style to effectively navigate challenging situations with patience and professionalism Ability to convert technical concepts into plain English Positive, can-do attitude to problem resolution and interaction with the end user community Strong background working with end-user operating systems, including Windows 10, MacOS, and iOS. Foundational knowledge of fundamental security concepts - encryption, anti-virus/anti-malware, multi-factor authentication, etc. Hands on experience with IT Service Management software (e.g. ServiceNow) Solid understanding of the ITIL Framework Pay Transparency If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate's pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically. For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S. Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience. General Description of All Benefits We are pleased to provide a general description of the benefits Align offers to full-time employees in this position. Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees: Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment Back-up Child/Elder Care and access to a caregiving concierge Family Forming Benefits - Available to Employees, and their spouse or domestic partner, covered under one of Align's health plans Breast Milk Delivery and Lactation Support Services Employee Assistance Program Hinge Health Virtual Physical Therapy - Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan Employee benefits. Align offers its employees: Short-term and long-term disability insurance in accordance with those plans. Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans. Flexible Spending Accounts- Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan. 401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years - 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options. Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible). Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure. Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours. 11 Company-designated paid holidays throughout the year. If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law. Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.