Senior Desktop Systems Specialist
Job Summary
Job Description
Extreme Networks is seeking a Senior Desktop Systems Specialist to join their North America End User Computing team. This role involves providing quality technical service and support to employees globally, with a focus on the Thornhill office as the IT Site Lead. Responsibilities include setting up, configuring, and installing PCs, resolving user technical issues via various communication channels, tracking and escalating issues, managing IT equipment for local offices, procuring and managing devices for Canadian employees, supporting audio/video conference rooms, and maintaining wired and wireless networks. The specialist will also assist with employee onboarding/offboarding, develop AI tools for improved support, and collaborate with QA/Dev teams on wireless issues. Additional duties include supporting software/hardware testing, training employees, and adhering to IT team processes.
Must have:
- 5+ years in corporate help desk support
- Excellent interpersonal skills
- Strong communication skills (written and verbal)
- Comfortable with remote support tools
- Strong knowledge of software/hardware configurations
- Advanced Microsoft Windows platform experience (Windows 11)
- macOS device support experience
- Microsoft Office 365 support (Office suite, OneDrive, Teams)
- Knowledge of ITIL framework and ITSM processes
- Experience using AI tools for problem-solving
- Ability to prioritize and multitask
- Effective PC software and hardware troubleshooting
- Familiarity with service management tools
- Network management knowledge (DHCP, DNS, routing, switching)
- Wi-Fi network administration and troubleshooting
Good to have:
- ServiceNow IT Service Management experience
- Enterprise antivirus experience (Microsoft Defender)
- Active Directory working knowledge
- Cloud device management familiarity (AutoPilot, Intune, Microsoft Entra)
12 skills required
Job Details
Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.
Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.
Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.
Job Description:
Working within a team environment, the Senior Desktop Systems Specialist ensures that Extreme’s employees receive quality technical service and support with a strong, customer-focused attitude. This position will be responsible for the IT Site Lead role in the Thornhill office, working as a part of the North America End User Computing team supporting all of Canada and United States.
Responsibilities:
· Setup, configure and install laptop and desktop PCs to meet employee’s requirements
· Resolve user technical support issues via telephone, chat, e-mail and in-person interactions
· Track and monitor all issues to ensure timely and effective resolution, escalating to others in the IT organization as needed
· Support and manage all IT equipment for local site office including user PCs, network gear, printers, etc.
· Manage procurement and inventory of all Canada employee devices
· Support and maintain audio/video enabled conference rooms (Teams Rooms and Zoom Rooms)
· Wired and wireless network install, monitoring, and maintenance
· Support the employee onboarding and offboarding process for the global IT team, including auditing activities
· Assist with development of AI tools to enable more effective support for end users
· Ability to effectively write technical articles providing end users with solutions, with a focus towards distribution via AI tools
· Ongoing collaboration with the QA/Dev teams on wireless issue resolution and opportunities for improvement
· Support testing of new software, hardware, operating systems, patches and device firmware upgrades, providing feedback as necessary
· Train and provide education materials to employees, ensuring full productivity gains are realized from implementation technologies
· Display professionalism, quality service and a “can do” attitude to employees as well as external customers and vendors when communicating electronically, over the telephone, and in-person
· Complete additional discretionary tasks as requested by IT management
· Learn about and stay up to date on all tools and technologies supported by the IT End User team
· Follow IT team’s defined processes to ensure a standard of service across the enterprise
Requirements:
· 5+ years experience working in a corporate help desk environment directly supporting end users
· Excellent interpersonal skills as required to work effectively with people at all technical skill levels
· Exceptional oral and written communication skills as necessary to translate complex technical information to general employee base
· Comfortable with providing support to remote users, including leveraging remote support tools like LogMeIn
· Strong conceptual knowledge of software and hardware configurations and software applications
· Must have advanced experience with Microsoft Windows platform (Windows 11)
· Experience supporting macOS devices is also required
· Experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft OneDrive and Microsoft Teams
· Knowledge of ITIL framework and ITSM processes such as Incident, Problem, Change, and Knowledge Management Processes
· Experience using AI tools to solve day-to-day problems
· Demonstrated ability to provide face-to-face, telephone and email support
· Ability to effectively prioritize and multi-task multiple lines of work, including on-demand tasks
· Ability to troubleshoot PC software and hardware effectively to determine root issues and apply appropriate solutions
· Familiarity with issue & request tracking using a service management tool
· Experience with ServiceNow IT Service Management is a plus
· Network management knowledge – DHCP, DNS, routing, switching
· Working experience with Wi-Fi networks (administration and troubleshooting)
· Experience with enterprise antivirus (Microsoft Defender) a plus
· Working knowledge of Active Directory nice to have
· Familiarity with modern cloud device management (AutoPilot, Intune, Microsoft Entra) a plus
This is a hybrid role with the requirement to be available in our Thornhill office during work hours three days a week and additionally as required.
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