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    Field Desktop Support Tech - California City, United States - OSI Digital

    OSI Digital
    OSI Digital California City, United States

    1 week ago

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    Description

    Job Description

    Job Description

    Position Title: Field Desktop Support Technician (End User Computing)
    Location: California City, CA - Onsite 5 days a week
    Role: Full Time/ Contract
    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.
    Responsibilities:

    • Manage End User Computing and 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.
    • Proficient 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 like Zendesk to track customer interactions.
    • Deliver regular updates to both technical and non-technical team members and customers.
    Job Requirements/Qualifications:
    • 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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