Desktop Services Associate

Cetera Financial Group is currently seeking a Desktop Services Associate for our company's office located in El Segundo, CA. This is a unique opportunity to join our team to provide operational support and world class customer service to our office and remote staff.

What you will do:

Workstation Management

* Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.

* Application deployment using common enterprise tools.

* Hardware asset tracking & reporting.

* End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.).

* Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.).

* Other technical configuration, support & administrative tasks as assigned.

* Level 2 Technical ("Break/Fix") Support.

* Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites.

* Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.).

* Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools).

* Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.).

* Support ticket & SLA management using common enterprise tools such as Service Now, Remedy, etc.

* General user community technology guidance, recommendations & education.

Technical Administration

* User permissions & password management on multiple systems (Active Directory, Exchange, etc.).

* Incident management, including response, tracking & reporting for areas of responsibility.

* Document workstation configuration standards, processes & best practices.

* Manage local site logistics including storage room, organizing inventory, shipping and receiving.

* Ability to lift up to 50 pounds.

* Able to sit or stand for extended periods of time.

Team Collaboration

* Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests.

* Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices.

* Ongoing process/solution analysis and improvement.

What you will have:

* 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.

* 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).

* Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.).

* 5+ years providing support for Windows 11. Windows Server experience a plus.

* 5+ years providing support for MS Office and all major component applications.

* 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.).

* 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, Active

X, etc.).

* 5+ years providing on site & remote technical support for workstations, applications and networking technologies - in medium to large organizations.

* Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.

* Familiarity with a range of ticket/incident management systems, specifically Service Now.

* Microsoft Active Directory administration.

* Ability to coordinate tasks with vendors to meet service targets & project deadlines.

* Ability to prioritize & multi-task in a fast-paced/demanding environment.

* Ability to work independently or as part of a team to meet deadlines.

* Strong analytical & problem-solving.

* Strong interpersonal/relationship-building skills & customer service values/practices.

* Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.

* Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

What is nice to have:

* Experience with Windows 11.

* Experience Microsoft Autopilot.

* Executive Support.

* Experience with Lenovo laptops.

* Higher education.

The base hourly range for this role is $29.80 -…