OSI Digital

Position Title: Field Desktop Support Technician (End User Computing). 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.. Offer VIP support for various devices and ensure robust SLA management. A+ Certification preferred; Microsoft MCA or MTA certification preferred.

desktop support technician

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:<ul><li>Manage End User Computing </li><li>Desktop service operations with a minimum of 10 years of IT Services Management experience.</li><li>Handle daily operations independently with minimal supervision.</li><li>Conduct performance reviews and report handling with clients.</li><li>Maintain a high-level understanding of Desktop Support technology and infrastructure components.</li><li>Demonstrate strong customer service skills and manage key stakeholders effectively.</li><li>Communicate challenges and solutions clearly to the business.</li><li>Extensive experience within Managed Service Operations</li><li>Skilled in ITIL Service Management Lifecycle framework</li></ul>Essential Technical Duties:<ul><li>Provide onsite operational and technical support to meet specified SLAs.</li><li>Resolve incidents and troubleshoot problems associated with End User Computing (EUC) equipment.</li><li>Support mobile device maintenance and configuration.</li><li>Install, upgrade, and repair EUC equipment, including desktops, laptops, and peripherals.</li><li>Manage network printers and scanner connectivity, including IP addressing and Secure Print.</li><li>Offer VIP support for various devices and ensure robust SLA management</li><li>Use problem management databases to track customer interactions.</li><li>Deliver regular updates to both technical and non-technical team members and customers.</li></ul>Job Requirements/Qualifications:<ul><li>7-10 years of related experience in IT support and operations.</li><li>Strong proficiency in using ITSM tools, PowerPoint, and Excel for presentations and data analysis.</li><li>Expertise in imaging tools (WDS/WDT) and upgrading to Windows 10/11.</li><li>A+ Certification preferred; Microsoft MCA or MTA certification preferred.</li><li>Knowledge of ITIL framework; certification is a plus but not required.</li></ul>

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