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Desktop Support Analyst Ii

2 months ago

Glendale, United States Forest Lawn Memorial-Park Association Full time

locations- Glendale, California- time type- Full time- posted on- Posted Today- job requisition id- R1812- Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives. If this sounds like you, take a look at our job openings....We may have your next GREAT OPPORTUNITY
- COMPENSATION
Hourly Minimum - Maximum
$35.00 - $42.00
- JOB SUMMARY
- WHAT YOU'LL BE DOING
- Upgrade or deploy desktops, laptops, software and peripheral equipment in accordance with the approved hardware and software list
- Setup and maintain company issued and BYOD phones including MDM Management
- Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems
- Conduct Active Directory, Office365 Suite, Azure, VPN and MDM Administration.
- Support users locally and remotely using remote software. Must travel to all Forest Lawn locations when required
- Provide level 2 and 3 Helpdesk support
- Acquire quotes on equipment, coordinating, receiving and shipping RMA equipment as necessary
- Track inventory of hardware and software as required
- Provide primary weekend support on-call duty every four to five weeks
- Provide verbal and written weekly status reports to manager
- Provide excellent customer service; make sure calls and tickets are attended to in a prompt fashion
- Manage user account information, including rights, security and systems groups
- Tracks all incidents and service requests in helpdesk ticketing system and meets expected SLAs for such requests
- Effective at working on multiple projects simultaneously in a fast-paced environment, keeping stakeholders and customers up-to-date whilst adhering to tight deadlines
- At all times follow and adhere to the company’s security policies including remediation and identification of security threats
- REQUIRED QUALIFICATIONS
- Completion of valid specialized IT Certification that is not expired (eg: Microsoft 365 Certified: Modern Desktop Administrator Associate) or within 6 months if not currently certified
- Fluent and bi-lingual in both English and Spanish
- Minimum 4 years helpdesk support experience in Windows and Mac Professional environments
- Ability to troubleshoot Dell, HP, Apple PC/MAC/Laptop hardware to component level
- Knowledge and experience of maintaining Active Directory and Azure
- Knowledge and experience of maintaining Mobile Device Management solutions
- Knowledge and experience of maintaining Microsoft Deployment Toolkit for imaging and quick redeployment
- Knowledge and experience of: Microsoft Windows 11, O365 Suite (Teams, OneDrive), Microsoft Exchange/Outlook, Internet Explorer, Chrome, Adobe products, remoting tools, anti-virus solutions, Helpdesk ticketing systems, VPN software, Quickbooks, AutoCad,
- Knowledge and experience of printer products and the ability to configure printer network devices
- Knowledge and experience of iOS and VOIP troubleshooting
- Experience working in mission critical support environment
- Solid customer service and phone skills essential
- Valid California driver’s license with a clean driving record
- COMPETITIVE BENEFITS
- Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

DRUG TESTING POLICY
- Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.
- E-VERIFY STATEMENT

FAIR CHANCE INITIATIVE FOR HIRING ORDINANCE
- Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.