Summary: VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.
We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.
Duties & Responsibilities: We are looking for a customer-focused IT Desktop Technician to join our team in Santa Rosa, CA. In this mid-level role, you will provide hands-on support for end-user computing services, independently troubleshoot hardware, software, endpoint, and connectivity issues, and help deliver a secure, reliable, and high-quality workplace technology experience. You will work closely with local employees, cross-functional IT teams, and business partners to resolve incidents and service requests, support endpoint lifecycle activities, improve knowledge documentation, and contribute to continuous service improvement in a professional enterprise IT environment.
Duties and Responsibilities- Provide hands-on troubleshooting, diagnosis, and resolution for desktops, laptops, monitors, printers, peripherals, operating systems, collaboration tools, business applications, and network connectivity issues.
- Manage incidents and service requests using ServiceNow or a related ticketing platform, ensuring accurate documentation, timely updates, ownership, and adherence to service level expectations.
- Perform advanced troubleshooting for moderately complex issues and escalate when needed with clear analysis, troubleshooting history, business impact, and recommended next steps.
- Install, configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, conference room technology, and related endpoint equipment.
- Support endpoint lifecycle management activities, including device provisioning, imaging, refresh planning, asset tagging, equipment moves, break/fix support, loaner devices, and asset recovery.
- Apply established security, compliance, and endpoint management procedures for device setup, patching, encryption, access support, password resets, and endpoint configuration.
- Support Microsoft 365 applications, Windows operating systems, endpoint management tools, collaboration platforms, and commonly used enterprise business applications.
- Create, maintain, and improve knowledge articles, troubleshooting guides, runbooks, and support documentation to promote consistent service delivery and faster resolution.
- Collaborate with infrastructure, security, applications, network, and service desk teams to resolve issues, support operational changes, and improve the end-user technology experience.
- Deliver high-quality customer support to end users with professionalism, responsiveness, clear communication, and discretion.
Required Qualifications- Associate degree, technical certification, coursework in Information Technology or Computer Science, or equivalent hands-on technical experience.
- Two to five years of desktop support, help desk, field services, end-user computing, or related IT support experience in a corporate or enterprise environment.
- Working knowledge of Microsoft Windows operating systems, endpoint troubleshooting, hardware diagnostics, device configuration, and enterprise user support practices.
- Experience with Microsoft 365, ServiceNow or a related ticketing platform, endpoint support tools, and common workplace technology platforms.
- Understanding of IT service management practices, including incident management, request fulfillment, escalation, knowledge documentation, and customer communication.
Preferred Qualifications- Experience supporting endpoint deployments, device refreshes, asset management, break/fix support, executive support, or site-based IT operations.
- Hands-on exposure to Microsoft Intune, SCCM, Windows Autopilot, Apple Business Manager, mobile device management, or related endpoint management tools.
- Experience supporting conference room, collaboration, and workplace technology services.
- Familiarity with ITIL practices, service desk workflows, change coordination, knowledge management, and continual service improvement.
- Ability to partner effectively with local users, global IT teams, vendors, and business stakeholders to support reliable day-to-day operations.
Preferred Soft Skills- Strong customer service orientation with the ability to communicate technical information clearly and effectively to both technical and non-technical audiences.
- Strong interpersonal skills with the ability to build trust, collaborate across teams, and support users with patience and professionalism.
- Strong organizational skills with the ability to manage multiple tickets, prioritize work, follow through on commitments, and maintain attention to detail in a fast-paced environment.
- Practical problem-solving mindset with initiative, accountability, sound judgment, and a focus on improving the end-user support experience.
- Ability to work independently while collaborating effectively with team members, support partners, and stakeholders.
- This role is expected to be primarily onsite in Santa Rosa, CA, supporting local employees while partnering closely with regional and global IT teams.
Pre-Requisites / Skills / Experience Requirements: If you have what it takes to push boundaries and seize opportunities, apply to join our team today.
VIAVI Solutions is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.
ITAR:
This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. Persons within the meaning of ITAR. ITAR defines a U.S. Person as a U.S. Citizen or National, U.S. Lawful Permanent Resident (i.e. ''), Political Asylee, Refugee, or Temporary Resident granted amnesty.
Job Posting Pay Range:20
to
38
Exceptional qualifications, experience and location may impact salary. VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program.
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