End User & Infrastructure Support Ovation Workplace Services - 3.7 Sunnyvale, CA Job Details Full-time $25 - $40 an hour 20 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Qualifications Telecommunications network troubleshooting Desktop computer repair Authentication Knowledge management Desktop support Mobile device support Teamwork ITIL Certification Microsoft Outlook IT user and group management Wireless networking GPO Incident report management Enterprise software Laptop (troubleshooting support) Incident management software In-person customer service Zoom Hardware maintenance Printer (troubleshooting support) Audio and Video Processing Change management Troubleshooting audio issues IT infrastructure Email configuration (technical support) Video conferencing software Productivity software support Computer hardware Desktop (troubleshooting support) Computer management Full Job Description The Infrastructure & Desktop Support Specialist provides end-to-end, hands-on support for workplace technology across desktop, infrastructure, identity, network and audio/video environments. The role acts as the local Field Support Operations contact, restoring service quickly, maintaining secure and reliable user access, and delivering a consistent customer experience for office users, meeting rooms and priority business events.

ENDPOINTS

Windows & mac

OS IDENTITY

Active Directory

FIELD SUPPORT

On-site / FSO NETWORK LAN, Wi-Fi & VPN

COLLABORATION AV

& meeting rooms

• Provide deskside and remote support for Windows and macOS devices, mobile devices, peripherals, printers and accessories.
• Install, configure, upgrade and maintain operating systems, applications, drivers and standard workplace tools.
• Diagnose hardware, software, performance, connectivity and peripheral issues; replace or coordinate repair of faulty equipment.
• Deploy and manage endpoints through tools such as Microsoft Intune and JAMF; maintain endpoint compliance and security controls.
• Maintain accurate hardware and software inventory, asset movement records, stock levels and lifecycle status.
• Create, modify, disable and troubleshoot user and computer accounts in Active Directory in line with approved requests and access controls.
• Support password resets, account lockouts, group membership, security groups, distribution groups and basic Group Policy troubleshooting.
• Assist with domain join, user profile, authentication, mapped drive, shared folder and printer access
• complex directory, federation, privileged access or policy issues to the appropriate infrastructure or security teams.
• Perform first-line and hands-on support for LAN, Wi-Fi, VPN, DNS, DHCP and TCP/IP connectivity issues.
• Troubleshoot network ports, patch leads, docking stations, access points and user connectivity; capture diagnostics before escalation.
• Coordinate with network and infrastructure teams for switch-port activation, device onboarding, outage validation and site restoration.
• Carry out basic connectivity checks using approved tools and commands, including IP configuration, ping, traceroute and name-resolution tests.
• Support local infrastructure activities, planned changes, office moves, hardware refreshes and business continuity exercises.
• Own on-site incidents and service requests from assignment through resolution, recovery or effective escalation.
• Provide floor-walk support, desk setups, new-joiner readiness, relocations, device swaps and executive/VIP assistance.
• Coordinate third-party vendors and remote resolver groups, providing physical access and remote-hands support where authorized.
• Follow incident, request, change, problem and knowledge processes; update tickets with clear diagnostics, actions and resolution notes.
• Identify recurring issues and contribute knowledge articles, service improvements and shift-left opportunities.
• Provide hands-on support for conference rooms, meeting spaces and virtual collaboration tools.
• Set up, configure and test displays, cameras, microphones, speakers, projectors, control panels and room peripherals.
• Support Microsoft Teams Rooms, Zoom Rooms, Webex and comparable conferencing platforms.
• Troubleshoot live meeting issues including audio failure, video lag, device pairing, content sharing and connectivity.
• Provide event support for high-priority town halls, leadership broadcasts and hybrid meetings; maintain room-readiness checks and AV inventory.
• Create and maintain user guides, FAQs, standard operating procedures and knowledge-base articles.
• Work independently and collaboratively in a distributed support environment, prioritising incidents by impact and urgency.

Skill Area Required Capability Expected Level Endpoint Support Windows 10/11, macOS, laptops/desktops, mobile devices, printers, peripherals, imaging and application support Strong Active Directory Users/computers, groups, password and lockout support, domain join, basic GPO and access troubleshooting Working to Strong Microsoft 365 Outlook, Teams, OneDrive, SharePoint user support and collaboration troubleshooting Working to Strong Networking TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, network ports, basic routing concepts and diagnostic commands Working to Strong FSO / Deskside On-site incident ownership, IMACD, new-joiner setup, floor support, VIP support and remote hands Strong Audio/Video Teams Rooms, Zoom Rooms, Webex, displays, cameras, microphones, speakers and control systems Working to Strong ITSM Incident, request, change, problem, knowledge, SLA and asset/CMDB discipline; ServiceNow or equivalent Working

• Proven experience in desktop, deskside, field support or infrastructure support within a corporate environment.
• Practical experience supporting both Windows and macOS devices and common enterprise productivity applications.
• Hands-on experience with Active Directory administration and user access troubleshooting.
• Sound understanding of enterprise networking fundamentals and structured troubleshooting.
• Experience supporting conference-room AV and collaboration technologies.
• Strong customer-service, communication, prioritisation, documentation and problem-solving skills.
• Ability to work on site, independently and as part of regional/global technical teams; flexibility to support planned events or changes outside standard hours when required. Qualifications
• ITIL 4 Foundation.
• Strong knowledge of Windows and Mac operating systems
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Relevant certifications (e.

g. Microsoft Certified Professional) are a plus.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law. Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.

DISCLAIMER

This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.

Job Type:

Full-time Pay:

$25.00 - $40.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Desktop support: 5 years (Required)

Active Directory:

5 years (Required)

Audio and Video Processing:

5 years (Required) IT infrastructure: 5 years (Required)

VIP:

5 years (Required)

Work Location:

In person