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.

Position Summary

The Desktop Support Specialist II provides high level technical support and services to F5 end users worldwide via telephone, e-mail and in person as necessary.  This position will periodically provide high-level technical support for the company’s desktop infrastructure, and serve as an escalation point for the Desktop Support Team.   May need to enforce established procedures and will mentor other positions within the Desktop Support group.  This position actively partners with other teams within the IT Department as well as internal customers and may be responsible for Desktop Support operations and activities in the absence of the Desktop Support Manager.

Primary Responsibilities

• Acts as a liaison with other team leaders and if necessary, ensure that Desktop Support continues to follow established guidelines and procedures.
• Coach, mentor, and train other Desktop Support Consultants in procedures, troubleshooting, customer service skills, and F5 culture (include our core values).
• Utilize and enforce defined processes and procedures among the Desktop Support staff to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc.
• Proactively learns and trains other Desktop Support Staff members on new product and service technologies.
• Monitor Help Desk case dispatches closely and ensure adequate response. Maintain accurate and timely status information; record sufficient resolution summary information when closing a case.
• Identify trends, inefficiencies and areas of need with regard to Desktop Support cases and procedures and report back to the Desktop Support Manager.
• Develop, document, and maintain Desktop Support related policies and procedures.
• Disseminates information among the rest of the Desktop Support team and encourages knowledge sharing.
• Serves as a point of escalation for technical issues and own advanced troubleshooting for Desktop Support Issues.  Escalate problems to next level of support when necessary.
• Ensures all incidents and requests are resolved against SLAs.
• Assist with maintaining and documenting knowledge base articles.
• Handle obstacles and difficulty with diplomacy and tact; be capable of taking responsibility for the results experienced by Desktop Support customers.
• Act as information resource for other Desktop Support Consultants on both F5 business issues and internal customer issues. 
• Understand and meet F5 guidelines on best business practices including team financial and resource management, utilization, timely expense reporting, etc.
• Lead and manage projects and Desktop Support resources as requested by the Desktop Support Manager, assuming a technical/lead role for complex Desktop Support projects. 
• Evaluate and select products and vendors to provide goods and services within the scope of responsibility. 
• May act as primary liaison for vendors as related to Desktop Support needs.  Owns and manages vendor relationship and escalates when appropriate.  Demonstrates business acumen by making day to day advisement to Desktop Support Manager with vendor relations.
• May be asked to support offsite office location.
• May be asked to assist with creating or modifying corporate images and/or software packages.
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
• Performs other related duties as assigned.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job.  However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills and Abilities

• Expert communication, problem-solving, planning, and organization skills
• Advanced ability to multi-task and prioritize
• Experienced knowledge of the end-to-end business processes in the functional areas assigned
• Advanced ability to work independently, as well as collaboratively, within a team
• Proven communication skills
• Advanced problem-solving skills for difficult to complex issues
• PC hardware & software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment are necessary.
• Must be able to maintain a high level of confidentiality due to issues of security
• Handle obstacles and difficulty with skillful diplomacy and tact)
• Deliver and demonstrate an expert level of customer service.
• Demonstrated in-depth familiarity with Windows operating systems, PC hardware/software, and TCP/IP LANs - A+ (or similar) certification a plus – MCP certification for current client operating system a plus.
• Demonstrated operational familiarity with iOS and OSX.

Qualifications

• Associate degree in related field (or equivalent experience) required, Bachelor’s degree (or equivalent experience preferred.
• 3-4 years supporting technology in a fast paced environment
• 3-4 years customer service experience
• Demonstrated familiarity with Windows operating systems, PC hardware/software, and TCP/IP LANs - A+ (or similar) certification a plus – MCP certification for current client operating system a plus.
• Deliver/demonstrate a high-level of customer service.
• Demonstrate initiative, be a self-starter.
• Good communication skills
• Strong organization and problem solving skills required. 
• PC hardware & software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment are necessary.
• Must be able to maintain a high level of confidentiality due to issues of security

Physical Demands and Work Environment

• Duties are performed in a normal office environment while sitting at a desk or computer table. 
• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
• Duties may require being on call periodically or working outside normal working hours (evenings and weekends).  Duties may require the ability to travel via automobile or airplane, approximately 5% of the time spent traveling.
• Job may be performed on-site at a customer facility or data center, or in an office environment sitting at a desk or computer table.
• Ability to read, write, and speak English
• Use copier, phone, fax, and personal computer
• Ability to lift up to 50 lbs.
• Fast paced team environment
• Strong customer service orientation
• Open to ongoing change
• Extensive computer and phone use
• E-mail intensive culture
• Open office environment

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $72,000.00 - $108,000.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.