Desktop Support II
Shape Security
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
As a valued full-time employee, you'll join a human-first, diverse global team dedicated to fostering an exceptional user experience. Here, collaboration is essentialand every team member is empowered to make impactful contributions. You will thrive in a team-oriented environment that celebrates innovative approaches, reliability, integrity, inclusivity, and a global perspective.
Position Summary:
The Desktop Support Specialist II delivers advanced, security-centric technical support and services to F5 end users globally via phone, email, and in-person interactions. Responsibilities include the delivery of, installation, upgrade, and troubleshooting of PC and Apple hardware, operating systems, and modern productivity tools such as O365, Slack, Zoom, Teams, Smartsheets, and Lucidchart. The role also covers support for Cloud PCs, WiFi connectivity, multifactor authentication (MFA), Jamf and Intune provisioning, ServiceNow ticketing, and conference technologies. This position plays a key role in day-to-day operations of the Desktop Support team and the broader IT organization, with a strong focus on maintaining security standards and ensuring compliance. As part of a collaborative, people-centered team, you’ll be expected to proactively share knowledge and foster a positive, inclusive workplace.
Primary Responsibilities:
Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and refreshing PCs/MacBooks, WiFi and wired network connections, and access to cloud and SaaS services (including O365, Teams, Zoom, Slack, Smartsheets, Lucidchart).
Multitask, prioritize, and organize workload using ServiceNow.
Perform advanced maintenance, hardware/software upgrades, and provisioning using Intune and Jamf for end user devices, ensuring compliance with security policies.
Provide advanced, timely analysis and resolution of PC/Apple hardware, software, network, and cloud connectivity/access problems. Ensure root cause analysis, address or escalate issues, verify fixes, and obtain end user validation.
Educate end users on secure and effective use of modern technologies, including O365, Teams, Zoom, Slack, Smartsheets, Lucidchart, and MFA. Answer questions and provide guidance as needed.
Follow defined processes and procedures to ensure consistent, timely, and reliable end user support, system security, asset tracking, and compliance with organizational standards.
Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets in ServiceNow.
Assist with maintaining and documenting knowledge base articles, using the KCS methodology, focusing on modern technologies and security best practices to ensure free flow of information and knowledge.
Work closely with IT colleagues to address complex issues, share information, and ensure end user requirements are met, especially regarding security and compliance.
Deliver top-notch end-user support for advanced technology and application questions, including cloud solutions, mobile devices, and security-related inquiries.
Provide advanced, on-site support for end-user issues, including device provisioning and secure configuration.
Ensure all incidents and requests are resolved within established SLAs, with a focus on security-centric support.
Route support issues to the correct owners using call tracking software, ensuring proper handling of security-related tickets.
Coordinate deployment of new hardware, software, and cloud solutions, including Intune and Jamf provisioning.
Set up new and loaner computers for end-users, ensuring secure configuration and access to modern technologies.
Support offsite office locations and remote users, ensuring secure connectivity and access to cloud services.
Assist with creating or modifying corporate images and software packages, incorporating security best practices and modern technology tools.
Knowledge, Skills and Abilities:
Advanced communication, problem-solving, planning, and organization skills
Ability to multi-task and prioritize in a fast-paced, technology-driven environment
Expert knowledge of end-to-end business processes in assigned functional areas, including cloud and SaaS platforms
Ability to work independently and collaboratively as part of a diverse, people-centered global team
Strong communication skills, including the ability to explain complex technology and security concepts to end users
Advanced problem-solving skills for difficult and complex issues, including security incidents
Technical expertise in PC hardware/software, Apple devices, WiFi, cloud solutions, Intune, Jamf, and security provisioning tools; continuous learning required
Ability to maintain a high level of confidentiality and adhere to security protocols
Skillful diplomacy and tact in handling obstacles and challenging situations
Demonstrated expert-level customer service and user support
In-depth familiarity with Windows, MacOS, iOS, Android, PC hardware/software, TCP/IP LANs, WiFi, and cloud platforms; relevant certifications (A+, MCP, Intune, Jamf, etc.) a plus
Qualifications:
Associate degree in a related field (or equivalent experience) required
2-3 years supporting technology and customer service in a fast-paced, security-conscious environment
In-depth familiarity with Windows, MacOS, iOS, Android, PC hardware/software, TCP/IP LANs, WiFi, cloud solutions, and SaaS platforms (O365, Teams, Zoom, Slack, Smartsheets, Lucidchart, ServiceNow)
A+ (or similar) certification a plus
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
The annual base pay for this position is: $72,000.00 - $108,000.00F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.
You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.
