Desktop/Field Services Technician

Title: Desktop/Field Services Technician
Location: Airport in Los Angeles, CA (Onsite)
C2C/W2

Job Description:
The role of the Desktop/Field Services Technician is to assist employees regarding all facets of end-user computing which includes software/hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals. All candidates must have firsthand experience supporting desktop computers in a Windows/TCPIP environment. Configures, installs, monitors, and maintains IT users' desktop software and hardware; supports mobile workforce. Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Technical owner responsible for end-to-end problem ownership, resolution, and communication with employees. May provide on-site training to users.

Responsibilities:
Resolve and close tickets/work orders supporting end-user desktops and peripherals
Respond to customer support issues escalated from the Helpdesk
Contribute to desktop projects (global installs/upgrades) as a project team member
Remotely diagnose and resolve requests utilizing remote tools
Troubleshoot and collaborate with other departments to assist with infrastructure-related issues
Document customer interactions in incident management system including asset management
Recover data from hard disk drives and/or perform data migration
Support remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops
Install and configure local and network-based printers
Perform preventative maintenance
Work various shifts, holidays, on-call, and travel as required
Follow management guidance, adhering to IT policy and procedure

Qualifications:
* Associates / Bachelor's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience
* Minimum 5 years of demonstrable hands-on IT work experience supporting and resolving diverse PC desktop software and hardware issues
* Overall knowledge of all Windows based operating systems including Windows 7
* Familiarity with workflow and with ticketing systems
* Knowledge of VPN connectivity and ability to troubleshoot issues
* Excellent customer service skills with ability to interface at all levels of the organization
* Excellent verbal and written communication skills
* Ability to work independently and perform in a collaborative, team-based environment
* A+ certification preferred
* MCSE/MCP is a plus
* Previous IT infrastructure experience in Airline/Airport environment is a plus
* Must possess the ability to lift at least 30lbs.
* Travel as required