IT Desktop Support Administrator I

Information Technology Plano, Texas


Shutterfly, Inc is seeking an energetic and experienced individual to join our growing Service Desk IT team. The team is responsible for managing all Corporate IT related tickets from all Shutterfly offices.

Job Description:

The IT Desktop Support Administrator’s role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all Mac/PC hardware and Conference Room equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, chat or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Essential Duties and Responsibilities (not limited to):

Provide technical support for all users at all sites. This includes:
• First and second level support in areas such as:
• Desktop and laptop hardware
• VOIP Phones
• Mobile devices
• Printing
• Operating systems (OSX, Windows, iOS and Android)
• Basic Exchange Online, Google Apps, O365 and AD administration
• Support Applications (Such as Office, Adobe, ERP, etc.)
• Basic troubleshooting issues
• Assisting users in installing application
• Be point of contact for the IT Service Desk. This includes:
• Ensuring tickets are addressed in a timely manner per the Service Desk policy and SLA
• Ensuring that all assigned tickets required fields (location, component, etc.)
• Assisting other members of the IT department in troubleshooting tickets
• Ensuring that closed tickets have appropriate and complete troubleshooting notes attached
• Creating, modifying and deleting:
• Active Directory User Accounts
• VOIP Phone accounts
• Exchange Online mailboxes
• Collaboration tools (i.e., MS Teams)
• VPN accounts

• Setup and configuration of desktop systems for users such as:
• Imaging systems
• Setting up cubicles and desks
• Setting up accounts on the computers
• Printers
• Network drives
• Outlook
• Multi-factor authentication
• Mobile devices
• Support and troubleshooting of video conferencing systems
• Proactively ensuring that users systems are running the latest versions/patches of software both for operating systems and applications.
• Asset management in Service Now:
• Hardware (PCs, Macs, Servers, other peripherals)
• Software (License management)
• Support and maintenance of network printers


• 3+ Years working in a network Windows 7/10 Windows environment
• 3+ Years working with network Mac environment
• Understanding around mobile communication devices
• Technical knowledge of PC and desktop hardware, specifically Dell, Lenovo and Apple
• Technical knowledge of PC internal components
• Hands-on hardware troubleshooting experience
• Ability to conduct research into Mac/PC issues and products as required
• Ability to present ideas in user-friendly language
• Ability to draft documents for users to follow
• Flexible hours
• Reliable working hours (Monday to Friday)
• 8:00a – 5:00p
• 9:00a – 6:00p
• Self-motivated and directed with the ability to effectively prioritize and execute tasks under remote management
• Experience working in a team-oriented, collaborative environment
• Strong customer-service orientation

• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals