Field Desktop Support Technician (End User Computing) - OSI Digital
Irvine, CA
About the Job
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:
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
- 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.
- 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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Source : OSI Digital
