Excutive Desktop Support Specialist
salesforce.com - San Francisco, CA

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Founded in 1999, Salesforce.com is the enterprise cloud computing leader. Our social and mobile cloud technologies — including our flagship sales and CRM applications — help companies connect with customers, partners, and employees in entirely new ways. With more than 100,000 customers worldwide, we are proud to contribute to the success of companies of all sizes and industries, around the globe. If you're passionate about innovation, come help revolutionize how companies collaborate and communicate with customers.

RESPONSIBILITY:
Executive Desktop Support Specialist: Coordinates, diagnoses and troubleshoots executive support requests for level-2 and level-3 desktop support.

Provides support services to local and remote executive employees with technical problems and information technology issues involving desktop/laptop software, hardware or network services. Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, video conference units and mobile devices. Responds promptly to escalations for technical support via phone and email 24x7. Maintains in-dept knowledge of all desktop systems and technologies in use and acts as the final escalation point for the team. Exercises sound judgment to provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel or management. Documents case status and provides updates to management, team and end-users in line with SFDC case management guidelines. Develops, documents, and maintains standard operating procedures, best practices and customer service guidelines relating to executive support support. Independently owns Information Technology projects and drives executive project deliverables for the team. Will be available to assist the executives 24x7 and may frequently travel with executives.

ADDITIONAL RESPONSIBILITY:
Support for Audio/Visual solutions

Windows and remote VPN support

WAN/LAN troubleshooting

Troubleshoot TCP/IP connectivity issues across a variety of technologies

(LAN/Dial-up/Broadband/Wireless)

Support Security Standards (anti-virus/anti-spam/firewall/patching)

Manage multiple vendor relationships

Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages

Create and maintain user account information

(including access rights and group memberships)

Maintain passwords, data integrity, system access & security for Desktop technologies

Participate in interviewing, training and mentoring junior team members.

Drive quality and adherence to best practices within the team, including driving low complexity work to the Helpdesk.

Subject Matter Expert in multiple Desktop Technologies (Maintains documentation, provides training, point-of-contact for vendors and technical escalations)

Recommend hardware and software solutions, including acquisitions and upgrades.

Own document management and consolidation

.

EXPECTED BEHAVIORS:
Demonstrates strong customer service focus, problem solving and teamwork abilities.

Provides support and communicates appropriately across all levels of the organization internally and externally.

Balances competing priorities, multiple projects and operations tasks effectively to meet quality requirements and complete deliverables on time.

Exhibits perseverance in overcoming obstacles and completing work objectives.

Applies company policies and procedures when completing assigned tasks.

Takes initiative to work and develop solutions independently.

Exercises independent thought and judgement regularly to determine appropriate action.

Follows established procedures on routine tasks, requires instruction only on new projects or assignments and works under the supervision of the Director of Americas IT.

Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately.

Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding.

Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used.

Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences.

Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.

Approaches change objectively; treats change and new situations as opportunities for learning or growth.

EDUCATION/CERTIFICATION/EXPERIENCE:
A minimum of 5 years experience in desktop support in a professional environment is required

Proven track record in customer service

BS in IT, CS or related discipline

In depth knowledge of Polycom and Video Conferencing solutions

Familiar with Windows Server 2000\2003 and Exchange 2007

DESIRED EDUCATION/CERTIFICATION/EXPERIENCE:
MCSE/Cisco/Linux or Mac certifications

Knowledge of Cisco software and hardware a plus

Knowledge of Mac Systems Administration a plus

Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)

LOCATION:
San Francisco

= 1 Market (Landmark, Stuart, Spear towers,) 1 California

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