Desktop Support Specialist - L3

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Desktop Support Specialist – L3 provides advanced technical and end-user support for desktop workstations, client-server based desktop applications and related corporate wireless devices to all staff. This role also is a Subject Matter Expert (SME) for the team and will function as the highest level of escalation for problem resolution.

Responsibilities include but are not limited to: timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, plotters, and projectors as well as application software, and operating systems. As a SME, you will be responsible for resolving the most complex of issues assigned to the Desktop Support team.   

The role will provide advanced support to non-windows based desktop operating systems such as Ubuntu and other End-User applications. The role will require advanced knowledge and experience working with ticketing and desktop management applications and systems. 

These responsibilities require both independent and team-based investigation, initiative, good judgment, good communication and problem solving skills as well as the ability to work in a team or with minimal supervision. The role will also participate in training and mentoring to other team members. 

Note: This position will be fully onsite (5 days a week) at our office in Midtown Manhattan. It may also require you to work on certain holidays. 

Your Job:

• Timely and high quality delivery of corporate services and assets such as the provisioning and setup of End-User devices (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets
• Assist with the installation, configuration and ongoing usability of End-User devices, peripheral equipment and software for both local and remote users
• Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows 10, Microsoft Office Suite, Anti-Virus, Adobe suite products, AirWatch UEM MDM, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices
• Troubleshooting basic network issues for user’s workstation
• Deployment and manage user’s workstations using SCCM/MDT, Landscape and Airwatch
• Creating and administrating packages for mass deployment using SCCM, Landscape
• Monitoring and creating workstation and user based group policies in Group Policy Objects (GPO)
• Performing regular audio video equipment checks for the conference room machines
• Assist in maintaining internal systems like VOIP telephone systems and telephone peripherals
• Tickets and ticketing system including: creation, administration, action, and closure of assigned work ticket requests
• Evolution and support of the desktop deployment automation tool suite
• Active Directory support as needed in support of resolution of end-user desktop or operating system related issues
• Developing and enhancing internal procedures and ensuring that all documentation, run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs) are up to date
• Contribute to team strategy discussions

About You:

• A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and exp