It Support Service Desk Analyst (Onsite - Seattle)

Join us as we pursue our ground-breaking new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Splunk IT is looking for an onsite Seattle based IT Support Service Desk Analyst who is accustomed to providing the highest level of in-person, and remote support to our Employees. You will thrive in an environment that appeals to your self-sufficient and resourceful nature, while working closely with your counterparts to provide technical assistance and support related to computer systems (Windows and Mac), hardware, and software. This is an excellent opportunity to be part of a growing organization with a bright future. Service Desk Analysts are responsible for responding to queries, completing diagnostic triage, isolating problems as well as providing and implementing sound solutions.

Responsibilities:

• Maintain daily performance of computer systems.
• Follow up with end-users to ensure issues have been resolved.
• Image, configure, pack, and ship computers for new starters in remote offices
• Configure new users' systems and install computer peripherals as needed
• Triage problems by asking appropriate questions to determine the nature of problem.
• Resolve technical problems in partnership with the broader IT Ops team with Local Area Networks (LAN), Wide Area Networks (WAN), and WIFI.
• Support the local Splunk staff based in Seattle based offices as well as staff throughout the North America region.
• Support on site DialPad phone system
• Be the hands of Corporate IT for Server and Network issues
• Be responsible for providing break/fix services to Splunk assets including, but not limited to Apple devices, PCs, mobile devices.
• Gain a basic understanding as to how Splunk uses Splunk internally
• Assist new hires during the onboarding process to ensure their IT-issued equipment functions as planned, as well as providing basic introductions to some of the IT systems
• Write training materials: How-To documents, FAQ’s, etc.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Participate in Global IT initiatives and projects
• Install, modify, and repair computer hardware and software.
• Respond to queries either in person, on the phone or via email

Requirements:

• Knowledge and experience with Cat6 and OM3 cabling, including connectors and termination, and diagnosing physical-layer network issues
• Maintaining & Troubleshooting corporate PCs, Macs, AV equipment, printers, faxes, and phone system
• Exceptional communication skills, verbal and written at all levels of an organization up to and including executive level management
• 2-3 year experience of providing desktop support
• 2-3 year experience in fixing hardware as well as software installations
• Understanding of IPv4 subnetting, TCP/IP, and networking technologies up to and including DNS, DHCP, and VPNs
• 2+ year experience in supporting Gmail and Gsuite in an enterprise environment

Preferred knowledge and experience: These are a huge plus.

• A+, Network +, or other IT industry standard certifications desirable
• Prior knowledge or exposure to Splunk, while not required, is a plus

Education:

• BS or MS in Computer Science/Information Systems or equivalent experience required

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation, and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off, an ESPP and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $40.38 - 55.53 per hour

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $36.92 - 50.77 per hour

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.