Field Desktop Technician

2 months ago

Los Angeles, United States Loyola Marymount University Full time

Working under general supervision of the Manager of Field Services, the Field Desktop Technician will provide Tier 2 technology support to university-owned computer hardware, peripherals, and software systems for faculty and staff. The Field Services team is responsible for configuring and installing university-issued devices, troubleshooting hardware and software issues, and implementing solutions for a variety of supported technologies.

Position Summary
Working under general supervision of the Manager of Field Services, the Field Desktop Technician will provide Tier 2 technology support to university-owned computer hardware, peripherals, and software systems for faculty and staff. The Field Services team is responsible for configuring and installing university-issued devices, troubleshooting hardware and software issues, and implementing solutions for a variety of supported technologies.

Position Specific Responsibilities

Technical Skills
• Provide both on-site and remote Tier 2 technical support to faculty and staff for desktops, laptops, and mobile devices in a mixed Mac and Windows environment.
• Configure and install new computer and mobile assets utilizing standard industry tools such as Jamf and Intune.
• Data transfer and recovery for end-user machines.
• Resolve hardware issues for both macOS and Windows laptops and desktops, including the configuration of common peripherals (keyboards, mice, docking stations, monitors, printers, etc), client network connection issues, and troubleshooting hardware failures.
• Coordinate hardware repairs for broken assets with external support vendors.
• Troubleshoot and resolve software issues in both macOS and Windows environments, including Microsoft 365 support, printer driver installations, operating system upgrades, and software installations.
• Work with customers to evaluate their technology needs and provide hardware recommendations that align with our standards.

Customer Service
• Always maintain a positive, empathetic, and professional attitude towards end-users.
• Ability to explain technical issues in non-technical terms to end users.
• Ensure customer satisfaction and provide professional customer service.

Documentation and Organization
• Contribute to the organization and maintenance of standard operational procedure documentation.
• Create and maintain front-facing knowledgebase articles and other support documentation for end users.
• Maintain a clean and organized workspace and regularly take inventory of stock consumables (i.e. cables, adapters, etc).

Loyola Marymount University Expectations

Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service. Maintain professional dress and appearance.

Requisite Qualifications
• Typically an Associate's degree or equivalent experience. Incumbent will be expected to continue upgrading knowledge, skills, and abilities needed to keep abreast of changes in technology.
• Preferred certifications: A+ or MCP, Apple Certified, HDI
• Less than 3 years of experience and/or training, or equivalent combination of education and experience.
• Experience with endpoint management tools such as Jamf and Intune is preferred.
• Demonstrated knowledge in the areas of: Microsoft Windows 10 and later, macOS Catalina and later, and Microsoft Office.
• Basic knowledge of common information security standards.
• Passion for and interest in learning new technology concepts quickly and independently.
• Ability to read, write and follow technical documentation.
• Ability to present a professional appearance and demeanor and work in a cooperative team environment.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Exemplary communication and customer service skills.
• Must have reliable transportation to be able to commute to both the Downtown LA and Westchester campuses.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Constantly required to sit, feel, use finger movement, speak clearly, hear conversation, see near and far. Frequently required to stand and walk. Occasionally required to lift, carry and push up to 50 lbs., stoop, kneel, reach high and low, use depth perception.

# HERC# #HEJ#

Staff Regular

Salary range
$20.16 - $30.70 Salary commensurate with education and experience.

Loyola Marymount University, a Carnegie classified R2 institution in the mainstream of American Catholic higher education, seeks outstanding applicants who value its mission and share its commitment to inclusive excellence, the education of the whole person, and the building of a just society. LMU is an equal opportunity employer committed to providing an environment free from discrimination and harassment as defined by federal, state and local law. We invite all persons in the full diversity of their being, life experience, and beliefs to apply. (Visit www.lmu.edu for more information.)

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