Senior Desktop Systems Specialist

Extreme Networks Named to Computerworld’s 2023 List of Best Places to Work in IT!

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before and with double digit growth year over year, no provider is better positioned to deliver better outcomes on scale, than Extreme.

We believe in “walking the walk” of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive. 

Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East.

Working within a team environment, the Senior Desktop Systems Specialist ensures that Extreme’s employees receive quality technical service and support with a strong, customer-focused attitude. This position will be responsible for the IT Site Support role in the Salem, NH office, and will work as a part of the End User Services team supporting all employees in North America.

Responsibilities:

·        Setup and configure PCs to meet employee requirements

·        Resolve user technical support issues via telephone, chat, e-mail and in-person interactions

·        Track and monitor incidents to ensure timely and effective resolution, escalating to others in the IT organization as needed

·        Support IT onboarding and offboarding processes for company employees

·        Support and manage all IT equipment for local site office including user PCs, network gear, printers, etc.

·        Support and maintain audio/video enabled conference rooms (Zoom Rooms and Teams Rooms)

·        Create and maintain support articles for IT Knowledge Base

·        Display professionalism, quality service and a “can do” attitude to employees as well as external customers and vendors when communicating electronically, over the telephone, and in-person

·        Complete additional discretionary tasks as requested by IT management

·        Learn about and stay up to date on all tools and technologies supported by the IT End User team

·        Follow IT team’s defined processes to ensure a standard of service across the enterprise

Requirements:

·        5+ years’ experience working in a corporate help desk environment directly supporting end users

·        Excellent interpersonal skills as required to work effectively with people at all technical skill levels

·        Exceptional oral and written communication skills as necessary to translate complex technical information to general employee base

·        Comfortable with providing support to remote users, including leveraging remote support tools

·        Strong conceptual knowledge of software and hardware configurations and software applications

·        Must have advanced experience with Microsoft Windows platforms (Windows 10/11)

·        Experience supporting MacOS devices is also required

·        Experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft OneDrive and Microsoft Teams

·        Knowledge of ITIL framework and ITSM processes such as Incident, Problem, Change, and Knowledge Management Processes

·        Demonstrated ability to provide face-to-face, telephone and email support

·        Ability to effectively prioritize and multi-task multiple lines of work, including on-demand tasks

·        Ability to troubleshoot PC software and hardware effectively to determine root issues and apply appropriate solutions

·        Working knowledge of Active Directory operations

·        Familiarity with issue & request tracking using a service management tool

·        Working experience administrating and troubleshooting a network environment

·        Network management knowledge – DHCP, DNS, routing, switching

Experience with the following technologies desired:

·        Experience with ServiceNow IT Service Management

Experience with enterprise antivirus (Microsoft Defender)

Familiarity with modern cloud device management (AutoPilot, Intune, Azure Active Directory, Jamf)

PowerShell and Javascript scripting knowledge

Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.