Job Opening: Field Desktop Support Tech

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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