Desktop / Field Support Technician

Skills Required:

• Capable of installing, removing, maintaining, monitoring, and inventorying vehicle technology.
• Ability to troubleshoot end-user devices, including hardware, operating systems, drivers, and client application issues.
• Skilled in deploying/redeploying OS images and builds on compatible legacy hardware (Win10, Win7, etc.).
• Proficient in virtual desktop activities such as capacity planning, monitoring, provisioning, image maintenance, multisession tuning, cost optimization, and incident management.
• Experience ensuring device health monitoring, reporting, and remediation (DEX).
• Knowledge of maintaining OS currency using established processes leveraging Service Rings.
• Ability to perform routine technology health checks and provide in-person services from the service catalogue.
• Capable of conducting semi-annual tests, remediation, and validation reports for Code Blue emergency safety features in vehicles.
• Availability to provide 24x7 support during major incidents.
• Ability to provide remote and on-site technical services (proactive and reactive) Smart Hands support.
• Mobile device support including persona management, application access, device enrollment, OS maintenance, and device firmware updates (DFU).
• Maintain current technical certifications and stay updated with technology changes.
• Strong customer service orientation and ability to meet professional industry standards.
• Digital-first and AI-enabled resolution strategies for operational support across customer locations.
• Experience providing event support: audio and video readiness, event planning, and communications.
• VIP/Executive-level support capability.
• Onsite and field IT operations support (vehicle technologies, legacy technologies, storm recovery operations, Smart Hands).
• IT software/hardware asset management.
• Ability to handle IT incident and request tickets requiring advanced troubleshooting (software, hardware, server-related issues).

• Test, identify, prepare, repair, resolve, and document end-user technical issues.
• Provide 2nd line IT support for desktops, laptops, tablets, smartphones, desk equipment, cabling, printers, MFDs, and basic network connectivity.
• Ensure timely resolution of customer tickets and provide professional updates to users.
• Perform infrastructure administration functions and provide on-site shift coverage.
• Troubleshoot and resolve software issues, OS imaging/reimaging, and related system administration activities.
• Take ownership of issues through resolution, ensuring categorization and prioritization of requests.
• Provide regular customer interaction and daily ticket updates in line with SLAs.
• Move and set up equipment safely in response to service requests.
• Perform asset inventory activities as required.
• Provide end-user training and guidance on hardware and software.
• Recommend and perform upgrades to end-user devices.
• Support both BAU and project-based environments requiring flexibility and teamwork.
• Perform other duties as assigned.

• Strong knowledge of user IT infrastructure: desktops, laptops, printers, handheld devices, smartphones.
• Expertise in Microsoft Windows 11 (and legacy versions), Office 365, Teams, Google applications, ServiceNow.
• Experience with Azure, Intune, and Active Directory (users, groups, policies, management concepts).
• Basic knowledge of LAN technologies and hardware.
• Ability to support video conferencing equipment.

• Prior experience in IT support and infrastructure administration.
• Strong background in troubleshooting and resolving complex IT issues.

• Degree or certification in Information Technology or a related field preferred.