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Field Desktop Support Technician (End User Computing)

OSI Digital
OSI Digital Salary
Irvine, CA Contractor
POSTED ON 5/9/2024
Position Title: Field Desktop Support Technician (End User Computing) 
Location: Orange County, CA
Shift Time:  3 PM- 12 AM midnight
Role:
Job Description:
OSI Digital is seeking an experienced Field Desktop Support Technician with a focus on End User Computing to provide operational support. This position involves overseeing the day-to-day activities of the Deskside Support team and serving as a liaison between customers and various departments. The successful candidate will be expected to manage service delivery metrics, identify and resolve issues, and ensure high levels of customer satisfaction.
Essential Duties:
  • Manage End User Computing 
  • Desktop service operations with a minimum of 10 years of IT Services Management experience.
  • Handle daily operations independently with minimal supervision.
  • Conduct performance reviews and report handling with clients.
  • Maintain a high-level understanding of Desktop Support technology and infrastructure components.
  • Demonstrate strong customer service skills and manage key stakeholders effectively.
  • Communicate challenges and solutions clearly to the business.
  • Extensive experience within Managed Service Operations
  • Skilled in ITIL Service Management Lifecycle framework
Essential Technical Duties:
  • Provide onsite operational and technical support to meet specified SLAs.
  • Resolve incidents and troubleshoot problems associated with End User Computing (EUC) equipment.
  • Support mobile device maintenance and configuration.
  • Install, upgrade, and repair EUC equipment, including desktops, laptops, and peripherals.
  • Manage network printers and scanner connectivity, including IP addressing and Secure Print.
  • Offer VIP support for various devices and ensure robust SLA management
  • Use problem management databases to track customer interactions.
  • Deliver regular updates to both technical and non-technical team members and customers.
Job Requirements/Qualifications:
  • 7-10 years of related experience in IT support and operations.
  • Strong proficiency in using ITSM tools, PowerPoint, and Excel for presentations and data analysis.
  • Expertise in imaging tools (WDS/WDT) and upgrading to Windows 10/11.
  • A Certification preferred; Microsoft MCA or MTA certification preferred.
  • Knowledge of ITIL framework; certification is a plus but not required.

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