Desktop Systems Specialist

Desktop Systems Specialist role at Workday

Your work days are brighter here. At Workday, we value our candidates' privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

The Desktop Systems Specialist, End User Services, will join our Business Technology (BT) organization focusing on delivering exceptional service every time to everyone. In this role, you will be responsible for the day-to-day technical support onsite and virtually for remote users and executives. You will use technical experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall stellar end user (Workmate) experience.

People

• Provide outstanding executive-level & customer service to all Workmates face-to-face, via chat and over the phone.
• Provide regular updates to the Workmates on the incident or request tickets raised.
• Educate new hires on software and technology related procedures to secure a swift onboarding process.
• Engage with site leadership to identify emerging trends or issues that have opportunities for improvement.
• Working knowledge of Active Directory and basic AD administration
• Develop positive relationships with Workmates of all levels across Workday.
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high-pressure environment.
• Flexible and adaptable to a high-change environment and open to new concepts and/or processes.

Process

• Assist Workmates through the new hire onboarding process ensuring that the new team member can login to equipment successfully and provide initial computer setup guidance.
• Perform Incident management and break-fix support, troubleshoot hardware issues assigned, resolve and/or escalate issues that are unable to resolve.
• Take corrective action on issues identified with hardware to restore such hardware to operating status.
• Perform set-ups, breakdowns, and transport hardware, such as monitors and laptops on an as-needed basis for new and existing Workmates.
• Assist logistics team with shipping and provisioning of hardware to remote sites.
• Keep track of hardware inventory and perform regular cycle counts to ensure accountability of all hardware.
• Coordinate the restocking of hardware inventory with the logistics team.
• Review, update, and/or create new internal procedures to improve current processes.

Technology

• Ensure new hires have a smooth and stellar technology-related experience: devices, peripherals, provisioning, and training as applicable so all new Workmates are productive on day one.
• Support Workmates on applications and collaboration tools within the environment including but not limited to Outlook, Google, Slack, RSA, Okta, Zoom on MAC and Windows OS.
• Support AV services for events and meetings onsite and virtually.
• Perform break-fix resolutions for AV software and/or hardware.
• Support training room technology onsite which includes Chrome boxes hardware and connecting through VDI (Virtual Desktop) and AV technology.
• Troubleshoot other IT related hardware in-office, such as printers.
• Set up mobile phone email, VPN, and internet access for Workmates, via a secured Workday network.
• Troubleshoot network connectivity issues including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.

• 5+ years of experience with multi-OS platforms (Windows, OSX, Mobile)
• 5+ years of experience with Audio Visual Support
• BS/BA in Computer Science, Information Systems, or a related field.
• 5+ years of equivalent work experience in Computer Science, Information Systems, or a related field.

• Proven customer service experience and inviting personality.
• Proven communication, presentation, and influencing skills.
• Strong problem solving and critical thinking skills.

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least 50% of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you\'ll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

Note: This job posting is not a complete description of all duties or requirements and may be updated at any time without notice.