Enterprise Support l - Contractor - Palo Alto, CA

Latitude AI develops automated driving technologies, including L3, for Ford vehicles at scale. We’re driven by the opportunity to reimagine what it’s like to drive and make travel safer, less stressful, and more enjoyable for everyone.

When you join the Latitude team, you’ll work alongside leading experts across machine learning and robotics, cloud platforms, mapping, sensors and compute systems, test operations, systems and safety engineering – all dedicated to making a real, positive impact on the driving experience for millions of people. 

As a Ford Motor Company subsidiary, we operate independently to develop automated driving technology at the speed of a technology startup. Latitude is headquartered in Pittsburgh with engineering centers in Dearborn, Mich., and Palo Alto, Calif.

Meet the team:

The Enterprise Support l role will be a key member within the Enterprise Support team. The support scope of this position includes, but is not limited to G-Suite, MacOS, Linux, iOS, Windows, Entra, Jira, laptops, desktops. This role has the responsibility of imaging, deploying and provisioning assets to end users with the expectation of customer service excellence.

What you’ll do: 

• Support the user community via service desk tickets, walk up, email and chat
• Ensure that all requests from users are logged and escalation procedures are followed
• Manage user accounts
• Manage desktop/software assets
• Assist Network Operations team with troubleshooting of network issues
• Assist Network Engineering team with deployment of network devices
• Install, move, add and change user desktops, laptops and tablets 
• Identify, investigate and research user questions and problems as well as isolate, resolve or escalate information systems problems
• Install and configure Linux desktop computer system hardware and software (including operating system and applications software)
• Install and configure printers and various network connected equipment
• Develop technical guidelines and document processes for desktop support area
• Coordinate special projects and system upgrades
• Brief customers and/or management on the status of the resolution efforts
• Take ownership of production related incidents including communications, escalations and follow-up for root cause analysis
• Work closely with other members of the department on corporate initiatives
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

What you'll need to succeed:

• Proven strong analytical and problem solving skills
• Bachelor's degree required. In lieu of a Bachelor's degree, an Associate's degree with two years of employment experience or a High School Diploma or GED equivalent with four years of employment experience is required
• 2+ years of IT desktop support experience for Apple MacOS, Ubuntu Linux
• Strong familiarity with G-Suite, Zoom, Slack and other collaboration platforms
• Experience with automated desktop deployments using modern configuration management systems
• Advanced understanding of Wired and Wireless Networking concepts, general troubleshooting steps and network tools
• JIRA, JAMF, Entra, Zoom and Splunk experience is desirable
• Extensive knowledge of computer hardware
• Strong written and verbal communication skills
• Demonstrated ability to work independently and multi-task in an environment of changing priorities
• Demonstrated ability to effectively collaborate and coordinate across geographically distributed teams  
• Proven resourcefulness, creativity and troubleshooting skills
• Experience working in a fast-paced support role
• IP networking and subnetting knowledge
• Basic knowledge of networking technology and troubleshooting

Nice to have:

• 3+ years of overall IT support experience
• Familiarity with ITIL standards
• Familiarities with Microsoft Outlook 365

Learn more about Latitude’s team, mission and career opportunities at lat.ai!

The expected hourly pay range for this contract position in California is $33.48 - $50.22/hour USD. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.