The Desktop Support Analyst will provide exceptional technical support to end users on various hardware, software and cloud platforms. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The Desktop Support Analyst must have excellent problem-solving skills and be a quick learner with a strong understanding of IT concepts and emerging technologies. This role provides an exciting opportunity to support some of the best automotive design and engineering talent in the industry
The Support Analyst will perform root cause analysis, develop documentation, and train users on Fisker’s entire landscape of software and services. This position will support multiple platforms including desktops, laptops, IoT and mobile devices and videoconferencing equipment. This position will support staff in the San Francisco office, but will be expected to provide remote support to members of the global Fisker team.?
Responsibilities:
- Cultivate and maintain a positive working relationship with stakeholders across the organization
- Provide exceptional customer service in person, via phone, email and remote support tools as appropriate
- Resolve help desk issues including troubleshooting hardware and software issues
- Engage users to drive platform adoption and familiarity
- Conduct research tasks in support of user needs and requests
- Perform user administration duties
- Train users and draft tutorials, knowledge base articles, and other documentation
- Patch systems and perform testing to ensure software compatibility
- Assist other departments with user onboarding and other interdepartmental tasks
- Perform asset inventories and maintain records
- Ensure system compliance with Fisker IT protocols and policies
- Support development teams running Raspbian, Ubuntu, and RHEL
- Assist with implementing Virtual Machines in both cloud (AWS/Azure) and on premises environments
- Provide support for IoT devices, smartphones and tablets
Requirements:
- Two to five?years of hands-on experience working in a customer focused end-user desktop support role or computer operations environment required.
- Experience with Microsoft Office 365 and related services
- Familiarity with MDM solutions such as Microsoft Intune and Jamf
- Experience supporting users on Windows 10, macOS, iPadOS, iOS, Android
- Familiarity with SharePoint/Teams, as well as an understanding of VPN solutions and file sharing protocols like SMB, NFS, and AFP
- Familiarity with Adobe Creative Cloud products, as well as Wacom devices
- Familiarity with remote support tools like TeamViewer, GoToAssist, etc.
- Knowledge of TCP/IP, DNS and DHCP
- Experience troubleshooting Networking and WiFi issues
- Experience troubleshooting printer issues
- Experience in troubleshooting operating system level issues
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
- Accept constructive criticism and customer feedback regarding their experience with software or IT services
- Professional written and interpersonal skills when communicating with both internal as well as external team members
- Understand Service Level Agreements and be able to achieve them
- Basic Active Directory skills to add, modify, or decommission users
Preferred Skills
- Experience with Automotive a big plus!
- Familiarity with AutoDesk products like Alias and VRed preferred
- Azure Active Directory and Exchange Online experience preferred
- Experience supporting engineering software such as Catia and MATLAB preferred