.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.Position SummaryThe Desktop Support Specialist II (DSS) will receive and triage network, system, and infrastructure-related incidents, perform troubleshooting, communicate with staff, and track problems through resolution. The DSS I will escalate incidents to DSS II staff that is beyond their scope of resolution. The ServiceDesk provides support for services and infrastructure that CEDI (Common Engineering Development and Infrastructure) and Engineering Shared Services (ESS) provide to engineers.Attractions of the JobAs a member of the SOC Service Desk, you will assist staff in Corporate Office and remote locations with technical support of Datacenters, Development/Test infrastructure and production environment infrastructure, Seven Open stack environments, and VMware's environments.Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. You will also assist in the maintenance and testing of network servers, and associated equipment.Primary ResponsibilitiesProvide basic timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end users. Ensure root cause of problems is understood, address or escalate; verify fixes and obtainend user validation.Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc.Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.Work closely with other members of the IT organization to help address issues and ensure free flow of information. Engage assistance of others as needed to satisfy end user requirements.Provides top-notch end-user support for technology and application questions and problems.Monitors the SOC Service queue and mailbox.Ensures all incidents and requests are resolved against SLAs.Routes support issues to the correct issue owners via call tracking software.Network & System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts.Incident Response – Tier 1 response, resolution and/or escalation to incidents/requests entering the PDI ticket stream.Communications Management – Handling communications for critical incidents and scheduled maintenance