Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Desktop Support Analyst providing IT support in a hybrid work environment for Cayuse Commercial Services. Responsible for resolving desktop issues and assisting with user technology needs.
Responsibilities
- Provide exceptional customer focus and operational support for defined desktop services.
- Perform technical support functions for the resolution of desktop problems, incidents, issues and emergencies.
- Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA.
- Troubleshoot and escalate as necessary any hardware failures to the manufacturer for onsite/depot service dispatch.
- Maintain accurate and concise service assets and configuration management for desktop infrastructure.
- Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services.
- Assist in the delivery of infrastructure development and build activities, including release and deployment management for new services.
- Document desktop problems and resolutions and provide to knowledge base administrator.
Requirements
- High school diploma or equivalent required.
- Three (3) to seven (7) years of experience maintaining and supporting IT/desktop/computer systems across an enterprise.
- Must be able to pass a background check.
- Excellent communication and customer-facing skills
- Superior technical knowledge, with experience in multiple aspects of client-computing services
- Ability to quickly analyze a situation and react appropriately and effectively
- Effective prioritization skills
- Drive and enthusiasm
- Technical credibility and independent judgment
- Strong decision-making skills related to desktop matters and under pressure
- Good problem solving and analytical skills, able to determine the impact of desktop issues quickly
- Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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