Desktop Support Specialist Job Description: Top Duties and Qualifications

About Us

We are a technology company at the forefront of high-performance computing (HPC) with a strong foundation in applied physics. Our innovative hardware and software solutions for the global technology and resource sectors enable our clients to leverage large and complex data sets.

About You

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We are looking for a Desktop Support specialist to join our diverse IT team with a focus on providing technical assistance to internal end-users in office and remote locations. You will help install, manage, upgrade, troubleshoot desktop, laptop, hardware and software systems. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions to technical and non-technical users alike. You should be familiar with varied desktop software, hardware, operating systems, AV, peripherals and remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate desktop user customer satisfaction and productivity.

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Responsibilities:

To set up and manage user accounts and permissions.

Upholding and testing security, including blocking unapproved access.

Creating maintenance plans for the prevention of unexpected failures.

Setting up the Organization s computer systems to meet specific business goals.

Monitoring day to day computer performance.

Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, AV systems connections.

Ensure desktop computers interconnect seamlessly with diverse systems keeping in mind for compatibility factors.

Endorse and apply upgrades to systems to ensure durability.

Address user tickets regarding hardware, software and networking

Guide users with simple, step-by-step instructions

Conduct remote troubleshooting

Resolve hardware and network connectivity issues.

Validate & approve VPN access for all remote users.

Assist in technical upgrading and maintaining of entire desktop systems.

Support in testing and deployment of new applications and systems.

Train and guide staff hardware and software usage.

Help create technical documentation and manuals

Requirements and skills:

Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

Hands-on experience with Windows, Linux and Mac OS desktop environments

Working knowledge of office automation products and computer peripherals, like printers and scanners

Knowledge of network security practices and anti-virus programs

Ability to perform remote troubleshooting and provide clear instructions

Excellent problem-solving and multitasking skills

Customer-oriented with Slack, Office Suite, Google Suite, Zoom

Job Type: Full-time

The youngest of all of the ILM studios, the Sydney studio leverages the expertise and technological know-how developed over 40 years at Industrial Light & Magic combined with the top artists and technicians in the region. Knowledge and culture flow freely between the company s five studios and the global team contributes tools and workflow allowing for seamless teamwork on all joint projects.

As we grow ILM Sydney, we are seeking a Senior Desktop Support Specialist to join the team and be a part of this exciting opportunity.

The Senior Desktop Support Specialist provides high-performance operations assistance and field support work for the ILM production environment. As a senior in the team they will lead and guide the other desktop system specialists and partner with the IT Manager on the structure and output of the team.

Responsibilities:

? Supervise the Desktop system specialist within the team

? Partner with other IT teams to ensure studio requests are managed effectively

? Partner with the IT Manager to develop the Desk top team and strategy to support the studio

? Efficient installation and configuration of software as well as troubleshoot and repair of malfunctioning software in a Linux and Windows environment.

? Manage end user expectations and systems issues using technical and client service skills.

? Manage and review the existing processes, identify areas for improvement and propose achievable solutions.

? Manage the ongoing process creation, improvement discussions and projects in both an individual and group setting.

? Manage break-fix expectations with staff and effectively communicate changes accordingly.

? Responsible for the provisioning, configuring and management of staff network devices such as printers, scanners, meeting room equipment/video conferencing, mobile devices and the management of all Linux/Window and Mac OS machines in the studio

? Manage the setup and upgrade computer systems in a networked environment with minimum end user interruption.

? Persistently research and recommend hardware and software solutions as needed.

? Properly integrate devices such as printers, scanners, and digitizing tablets with Linux,Macintosh and Windows systems.

? Troubleshoot and repair, or arrange for repair of, defective computer equipment.

? Actively communicate status of issues and projects in progress to concerned parties on a timely basis.

? Identify and recommend solutions to technical issues as needed.

? Document and communicate system support issues with end users, IT staff, and management.

? Must be willing to participate in a rotating on-call schedule.

? Perform special projects as needed.

? Responsible for deploying and managing operation system installation including imaging, configuration and customization of all staff workstations and laptops.

? Responsible for managing and configuring Windows SCCM services to ensure configuration patches and updates are deployed in compliance with company policies

Here are the skills and experience you need to be successful in this role:

? 4-6 years of desktop support experience in a fast-paced production environment.

? At least a Bachelor s degree in a related field, or equivalent work experience.

? Excellent technical verbal and written skills.

? Experience assisting 3D artists and software developers or working in a creative environment a plus.

? Excellent knowledge of technology and the role of the client in relation to the larger IT infrastructure.

? Strong skills in Linux operating systems (CentOS primarily) and/or Macintosh operating system (OSX). Command line experience required. Remote management and scripting experience helpful.

? Windows 7 or 10 operating systems experience a plus.

? Able to communicate in a professional and friendly manner with co-workers and customers.

? A driven, self-starter, energetic, strong organizational skills and ability to prioritize workload.

? Team player that strives to maximize team/department performance.

? Detailed-oriented and be able to handle a variety of tasks in an efficient manner.

? Able to manage time effectively, triage and prioritize based on production needs.

? A+ Certification or MCDST Certification is a plus.

? Able to lift 50lbs on a regular basis.

This position is with Lucasfilm Entertainment Company Ltd. LLC, which is part of a business segment we call Industrial Light & Magic.

Lucasfilm Entertainment Company Ltd. LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

Job Type: Full-time

Salary: $85,000.00 $95,000.00 per year

Schedule:

Monday to Location: In person