Desktop/Field Services Technician

1 day ago


Los Angeles, United States Boston Associate Software Systems Full time

Role: Desktop/Field Services Technician

Location: Los Angeles, CA

Duration: long term

Description

The role of the Desktop/Field Services Technician is to assist employees regarding all facets of end-user computing which includes software/hardware installs, upgrades and overall maintenance of PC desktop/laptop systems and peripherals. All candidates must have firsthand experience supporting desktop computers in a Windows/TCPIP environment.

Configures, installs, monitors, and maintains IT users' desktop software and hardware; supports mobile workforce. Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Technical owner responsible for end-to-end problem ownership, resolution, and communication with employees. May provide on-site training to users.

Resolve and close tickets/work orders supporting end-user desktops and peripherals

Respond to customer support issues escalated from the Helpdesk

Contribute to desktop projects (global installs/upgrades) as a project team member

Remotely diagnose and resolve requests utilizing remote tools

Troubleshoot and collaborate with other departments to assist with infrastructure-related issues

Document customer interactions in incident management system including asset management

Recover data from hard disk drives and/or perform data migration

Support remote access for virtual private network connectivity as well as wireless/broadband connectivity for laptops

Install and configure local and network-based printers

Perform preventative maintenance

Work various shifts, holidays, on-call, and travel as required

Follow management guidance, adhering to IT policy and procedure

Qualifications

Associates / Bachelor's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience

Minimum 5 years of demonstrable hands-on IT work experience supporting and resolving diverse PC desktop software and hardware issues

Overall knowledge of all Windows based operating systems including Windows 7

Familiarity with workflow and with ticketing systems

Knowledge of VPN connectivity and ability to troubleshoot issues

Excellent customer service skills with ability to interface at all levels of the organization

Excellent verbal and written communication skills

Ability to work independently and perform in a collaborative, team-based environment

A+ certification preferred

MCSE/MCP is a plus

Previous IT infrastructure experience in Airline/Airport environment is a plus

Must possess the ability to lift at least 30lbs.

Travel as required



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