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We are looking for a Desktop Support Analyst to support our staff at CloudPassage in San Francisco. This position will be a contract to hire, starting at 20 hours and increasing over time. In this role, you will provide remote and local IT and desktop support by troubleshooting, diagnosing, installing and configuring a variety of hardware and software, as well as provisioning user access.
Must be a go-getter who thrives on working in a fast-paced and dynamic cloud-centric startup environment.
As a Desktop Support Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. The ideal candidate will have 3-5+ years of experience with Mac and desktop support in medium size Enterprises.
Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Mac & Windows) and corporate owned/BYOD mobile devices (iOS/Android) along with standard peripherals.
Maintaining corporate IT systems used for workstation/mobile device management, anti-virus, and backups.
Administration of operating systems including Mac OSX/iOS and Windows
Networking support and troubleshooting of a local and remote corporate user environment.
Troubleshooting a variety of client, mobile and cloud applications (Office 365, Google Apps, Browsers, SaaS solutions, etc.).
Access management and account provisioning.
Solving IT incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
Manage a queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
Excellent communication skills. Use appropriate channels such as conference calls, email, instant messaging.
BA/BS Degree (or equivalent experience).
Direct administrative experience with SaaS tools such as the Google App Suite, JIRA, RingCentral, CrashPlan, etc.
Experience with enterprise deployment tools such as JAMF or MDM solutions is a must.
2-4 years of experience in a Mac and desktop support function at a medium size enterprise.
5+ years experience supporting and troubleshooting MacOS/iOS.
2+ years experience supporting troubleshooting Windows.
2+ years experience supporting Android.
Current knowledge of hardware/software and general technology trends.
Excellent project management skills with the ability to juggle multiple projects/tasks across various user groups.
Strong documentation skills.
Strong team player with service-oriented attitude and customer focus
Strong research and problem-solving abilities are required
Polycom and Video Conferencing solutions experience.
Knowledge of Cisco network and security devices. Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor)
Security knowledge and experience are a big plus
CloudPassage has been a leader in the emerging cloud infrastructure security market since 2010. In being awarded the first-ever patents for automated cloud infrastructure protection, CloudPassage was set apart as a true pioneer. The company's Halo platform was purpose-built on those innovations and in the subsequent years has protected millions of assets across thousands of public and hybrid cloud environments. Halo's award-winning capabilities automate the cycle of cloud asset discovery, security & compliance assessment, remediation, and ongoing monitoring for server-based, containerized and serverless infrastructure.
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