Field Desktop Support ( ONSITE) Job at Commserve Technologies Inc, California City, CA

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  • Commserve Technologies Inc
  • California City, CA

Job Description

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

 

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