Job Description

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 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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