Desktop Support 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.

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 essential and every team member is empowered to make impactful contributions. You will thrive in a team‑oriented environment that celebrates innovative approaches, reliability, integrity, inclusivity, and a global perspective.

The Desktop Support Specialist II delivers advanced, security‑centric technical support and services to F5 end users globally via phone, email, and in‑person interactions. Responsibilities include the delivery of, installation, upgrade, and troubleshooting of PC and Apple hardware, operating systems, and modern productivity tools such as O365, Slack, Zoom, Teams, Smartsheets, and Lucidchart. The role also covers support for Cloud PCs, WiFi connectivity, multifactor authentication (MFA), Jamf and Intune provisioning, Service Now 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 security 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.

• Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and refreshing PCs/Mac Books, WiFi and wired network connections, and access to cloud and SaaS services (including O365, Teams, Zoom, Slack, Smartsheets, Lucidchart).
• Multitask, prioritize, and organize workload using Service Now.
• Perform advanced maintenance, hardware/software upgrades, and provisioning using Intune and Jamf for end‑user devices, ensuring compliance with security policies.
• Provide advanced, timely analysis and resolution of PC/Apple 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, Zoom, Slack, Smartsheets, Lucidchart, and MFA. Answer questions and provide guidance as needed.
• Follow defined processes and procedures to ensure consistent, timely, and reliable end‑user support, system security, asset tracking, and compliance with organizational standards.
• Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets in Service Now.
• Assist with maintaining and documenting knowledge base articles, using the KCS methodology, focusing on modern technologies and security best practices to ensure free flow of information and knowledge.
• Work closely with IT colleagues to address complex issues, share information, and ensure end‑user requirements are met, especially regarding security and compliance.
• Deliver top‑notch end‑user support for advanced technology and application questions, including cloud solutions, mobile devices, and security‑related inquiries.
• Provide advanced, on‑site support for end‑user issues, including device provisioning and secure configuration.
• Ensure all incidents and requests are resolved within established SLAs, with a focus on security‑centric support.
• Route support issues to the correct owners using call tracking software, ensuring proper handling of security‑related tickets.
• Coordinate deployment of new hardware, software, and cloud solutions, including Intune and Jamf provisioning.
• Set up new and loaner computers for end‑users,…