Desktop / Field Support Technician

• The Desktop / Field Support Technician will provide onsite technical support to end users with a focus on service quality and operational efficiency.
• The role includes managing service requests, incidents, and ensuring adherence to service level agreements.
• The technician will support desktop environments, mobile devices, and related infrastructure while maintaining security compliance and operational standards.
• The position involves hands-on support, coordination with teams and vendors, and ensuring a seamless end-user experience.

Requirement/Must Have:

• 4-7 years of technical experience in onsite support and end-user services.
• Experience supporting Windows operating systems, Microsoft Office, VPN, printing, notebooks, and mobile devices.
• Ability to install, configure, and troubleshoot a wide range of applications and devices.
• Strong analytical and problem-solving skills.

Experience:

• Experience working in desktop support and field support environments.
• Experience managing ticket queues and resolving incidents within defined service levels.
• Experience coordinating with vendors and support teams.

Responsibilities:

• Manage service requests, incidents, and ensure resolution within defined service levels.
• Install and configure desktops, laptops, mobile devices, peripherals, and related software.
• Perform break-fix support, desk-side support, IMACDs, data migration, system refreshes, and health checks.
• Provide onsite technical assistance to end users.
• Perform software installations, updates, and configuration changes.
• Manage ticket queues and provide timely updates to users.
• Identify and prevent issues impacting end-user experience.
• Coordinate with vendors for hardware support and replacements.
• Perform security and compliance tasks including access reviews and risk assessments.
• Support onsite and offsite events including setup and technical assistance.
• Assist with disaster recovery and emergency response activities.
• Coordinate with advanced support teams for maintenance and upgrades.
• Provide on-call support as required.

Should Have:

• Experience with diverse desktop systems and technical environments.
• Strong customer service and communication skills.
• CompTIA A+ certification or equivalent.
• Flexibility to travel to remote sites.
• Ability to lift equipment up to 30 lbs.

Skills:

• Strong troubleshooting and technical support skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and priorities.
• Strong attention to detail and customer focus.

Qualification And Education:

• Relevant technical certification such as CompTIA A+ preferred.