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Field Desktop Support Technician (End User Computing)

Salary undisclosed

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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:

  • 7-10years 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; certificationis a plus but not required

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