Job Description

For more than 20 years Global Relay has set the standard and trends in compliant communications with our multi-award winning unified communications, data capture, and data analysis platform. We securely capture and manage the world's communications data and give its owners greater control and visibility to drive value and ensure compliance with the regulatory requirements of a large variety of industries and authorities.

We offer competitive compensation and benefits and all the other typical things you expect, but we are not your typical company. Global Relay is a career-making company. It is a place for big ideas, new challenges, and cutting-edge innovation. It is a place where you can make an impact.

Your Role:

The Desktop Support Specialist L1 provides enhanced technical and end-user support for notebooks and desktop workstations, client-server based desktop applications and all corporately provisioned devices, for all staff, with a significant focus on troubleshooting daily user issues on Microsoft, Ubuntu, MacOs.

General responsibilities include but are not limited to: register all interactions with users in out ticketing system, 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. The on-going support and maintenance of computers and applicable equipment over its complete life cycle for company hardware, software, and periphery components.

Understanding and maintenance of internal corporate support systems and the on-going development and maintenance of desktop-related systems such as automated desktop provisioning. Knowledge and enhanced 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 within a team.

Desktop Support Specialists are required to provide support and coverage as required. In the event coverage is needed for any statutory holiday, a day in-lieu is provided.

Your Job:

• Timely and high quality delivery of corporate services and assets such as the provisioning and setup of employee hardware (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 desktop computers, 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 (7, 8, 10), Microsoft Office Suite, Anti-Virus, Adobe, Sales Force, AirWatch, Boxer, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices, Tablets
• Timely resolution of desktop workstation network related issues
• Create and maintain a well-organized inventory list and storage area of all equipment and parts
• Perform any necessary upgrades on systems to ensure their longevity
• Assist in maintaining internal systems including IP telephone system and telephone peripherals
• Tickets and ticketing system including: creation, administration, action, and closure of assigned work request tickets
• Active Directory support as needed in support of resolution of end-user desktop or operating system related issues
• Updating and enhancing internal procedures and ensuring that all documentation, runbooks, knowledge base (kb) articles, project plans, business cases, and Method of Procedures (MoPs) are up to date
• Ability to contribute to team strategy discussions

About You:

• A post-secondary degree or diploma in Information Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience
• 3-5 years' experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
• Experience and knowledge of additional operating systems and associated hardware including Microsoft Windows 10, Apple products, iOS, OSx, and Android
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment including Ubuntu and MAC AD integration
• Enhanced knowledge and working experience with end-user applications including: AntiVirus, SalesForce, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project
• Working knowledge of VMware virtualization, both client and server
• Desirable experience with scripting (PowerShell) and zero-touch desktop deployments
• Desirable knowledge and experience with Desktop Support Management tools such as GPO, SCCM, and/or SCOM
• Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers, wireless access points and other wireless devices
• Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
• Ability to prioritize assigned workload and respond quickly to critical issues
• Comfortable working under pressure in a fast-paced setting
• Excellent interpersonal and communication skills in both verbal and written English
• Highly resourceful with good problem-solving abilities and an enthusiastic commitment to continual learning including CI/CD

About Us:

At Global Relay there is no ceiling. This is the land of opportunity for the energetic, intelligent, and driven people that make this company great. The combination of the right people in the right positions and a rapidly growing company means unlimited career potential.

You will receive the mentoring, coaching, and support that you need to reach your personal and career goals. You'll be part of a culture that promotes and rewards hard work and creativity and will grow into the new opportunities that are available to you.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.