Sr. Desktop Support Specialist

Job Description

Job Description

Description

The Sr. Desktop Support Specialist is responsible for effectively, efficiently, and promptly resolving issues relating to computer systems, software and various other services IT provides for local and remote users. You must be proactive, service-oriented, willing to accept responsibility, able to work with demanding deadlines, flexible, decisive and possess excellent team working skills. You must be able to maintain professional composure under stressful situations.

As a Sr. Desktop Support Specialist , you are the direct support to users of the regional office, while also providing support to remote staff globally. You respond to customer communication regarding software / hardware issues received via phone, email or a ticketing solution. You evaluate the nature of the problem, determine the appropriate solution and provide assistance to resolve the situation for the customer. You also accurately and thoroughly document information in the provided ticketing solution for each contact handled following defined parameters.

Role expectations

• Provide oversight for AV and end-user workspace buildout and enhancements for the local office
• Provide on-demand support for hardware, software and access for in-person requests (walk up)
• Provide primary escalation support for our Global Service Desk team
• Break-fix of computers, printers & AV equipment / accessories in conference rooms, cafes and signage displays.
• Pilot test new hardware / software for compatibility with Align’s existing environment
• Escalate and report Major Incidents to the appropriate IT resources.
• Primary operational responsibilities for End User Engineering tools and services
• Execute Onboarding & Offboarding processes in accordance with defined procedures and timelines.
• Maintain and deliver new hire orientation to all incoming personnel in US / Canada
• Provision & revoke access to company resources as detailed in company identity and access management policies and procedures.
• Engage with vendors for warranty replacement / support of end-user systems.
• Maintain inventory of assets for all computers, mobile phones, AV equipment, etc.
• Accurately and thoroughly document information in the ticketing system about each request / issue handled or reported
• Adhere to the Global Standards as defined by the Tier 3 IT teams.
• Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base.
• Actively engage in feedback mechanisms to ensure maximum efficiency in any and all service management tools
• Provide recommendations for improvements to existing policies and procedures
• Identify trending issues impacting employee productivity and develop solutions for issue resolution and / or mitigation.

What we're looking for

Pay Transparency

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits.  Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings),  dental, and vision in accordance with those plans.  Align also offers to employees :

Employee benefits.  Align offers its employees :

To the extent applicable state or local law offers more generous benefits, Align complies with any such law.