Desktop Support Analyst - Bilingual Spanish

Desktop Support Analyst 2 - Bilingual Spanish (Forest Lawn Memorial Parks and Mortuaries)

The Forest Lawn Memorial Parks and Mortuaries is seeking an experienced Desktop Support Analyst 2 to join our technology services department.

$35.00/hr - $42.00/hr

• Upgrade or deploy desktops, laptops, software and peripheral equipment in accordance with the approved hardware and software list
• Setup and maintain company issued and BYOD phones including MDM Management
• Identify problems, conduct research, isolate issues and provide solutions to software, hardware and telecommunications problems
• Conduct Active Directory, Office
  365 Suite, Azure, VPN and MDM Administration
• Support users locally and remotely using remote software. Must travel to all Forest Lawn locations when required
• Provide level 2 Helpdesk support
• Knowledge or familiarity with Salesforce
• Acquire quotes on equipment, coordinating, receiving and shipping RMA equipment as necessary
• Track inventory of hardware and software as required
• Provide primary weekend support on-call duty every four to five weeks
• Provide verbal and written weekly status reports to manager
• Provide excellent customer service; make sure calls and tickets are attended to in a prompt fashion
• Manage user account information, including rights, security and systems groups
• Track all incidents and service requests in helpdesk ticketing system and meet expected SLAs for such requests
• Effective at working on multiple projects simultaneously in a fast-paced environment, keeping stakeholders and customers up-to-date whilst adhering to tight deadlines
• Embrace ongoing education and learn/apply new skills and software applications
• At all times follow and adhere to the company's security policies including remediation and identification of security threats

• Completion of valid specialized IT Certification that is not expired (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) or within 6 months if not currently certified
• Bilingual in Spanish required
• Minimum 4 years helpdesk support experience in Windows and Mac Professional environments
• Ability to troubleshoot Dell, HP, Apple PC/MAC/Laptop hardware to component level
• Knowledge and experience of maintaining Active Directory and Azure
• Knowledge and experience of maintaining Mobile Device Management solutions
• Knowledge and experience of maintaining Microsoft Deployment Toolkit for imaging and quick redeployment
• Knowledge and experience of Microsoft Windows 11, O365 Suite (Teams, One Drive), Microsoft Exchange/Outlook, Internet Explorer, Chrome, Adobe products, remoting tools, anti-virus solutions, Helpdesk ticketing systems, VPN software, Quickbooks, Auto Cad, etc.
• Knowledge and experience of printer products and the ability to configure printer network devices
• Knowledge and experience of iOS and VOIP troubleshooting
• Knowledge and experience with IBM iAccess PC client emulation software is a plus
• Experience working in mission critical support environment
• Solid customer service and phone skills essential
• Valid California Driver's License, including state required levels of active auto insurance

Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

to learn more about our benefit offerings.

Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.

Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment.

E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to https://(Use the "Apply for this Job" box below)..

Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Forest Lawn has always attracted unique and exceptional individuals; those who aren't satisfied with simply building a career, but want to go home at the end of the day knowing they've made a profound and positive difference in…