Desktop Support Technician

The Desktop Support Technician will provide onsite and field technical support for PC and mobile environments, including hardware and software troubleshooting in meeting and event settings. The role supports refresh programs, provisioning, asset coordination, queue monitoring, and knowledge management activities.

Location and Employment Details

• Location: Irvine, CA (onsite)
• Job type: contract
• Salary: USD 23–25 per hour
• Minimum experience: 6 years

Key Responsibilities

• Perform bulk refreshes using GLOPAS and support PC refresh for individual users
• Manage Recycle cages at customer sites and coordinate Loaner lockers where applicable
• Coordinate laptop provisioning for new starters and configure laptops for onboarding
• Support issue handling through driver updates, patching, and firmware assistance
• Support BTO requirements and manage assets, including coordinating asset repair and break-fix with equipment providers
• Handle hardware storage using customer on-site storage provisions and coordinate courier and packaging through customer on-site services
• Work with facility management by communicating site points of contact, coordinating goods receipt, and coordinating on-site assistance
• Maintain desk setup and maintenance, either in-country or with facility management
• Troubleshoot hardware and software for mobile and tablet devices
• Coordinate ordering and returns with equipment and service providers
• Support networks and key services including GLOPAS, Conferencing, Server/Storage, and Printers
• Support crisis management activities as described in the plan and responsibilities for the relevant tracks
• Define and run processes for local announcements, including planning (date, time, venue, medium), executing with approved content, and handling marketing and branding for those announcements
• Participate in Change Advisory Board meetings and document review
• Support office calls and follow-up actions, including monthly performance reporting
• Deliver IT induction for new users and provide monthly training and support for employees
• Assist users in adapting to new technologies via scheduled quarterly connect sessions
• Provide VIP support where a country has an IBA, including advance forecasting and notification of IBA
• Handle user follow-ups, ticket escalations, and email queries, complaints, and related communications
• Support new starter tracking including hardware orders, AD account, and phone
• Coordinate WEEE (Waste from Electrical and Electronic Equipment) with facility and third-party vendors, and coordinate guidance materials for user guides
• Conduct SCCM & OS troubleshooting and support OS version updates and profile recreations for vulnerability tickets where central workplace services cannot deploy updates or create profiles
• Attend License and Software Services Team meetings and manage knowledge work, including writing knowledge articles, reviewing aging articles, presenting items to the team, and reviewing and approving proposed or new knowledge articles
• Perform general queue monitoring, dispatching tickets, and managing problem tickets

Required Skills and Experience

• Field/on-site experience: 6 to 8 years in Field Services / Onsite Support Services
• Strong knowledge of Windows (Windows 10 and 11) and solid familiarity with troubleshooting and remote guidance
• Knowledge of Microsoft Office 2016 and Office 365
• Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar
• Experience handling Windows Imaging Project and mass OS deployments, including maintaining multiple OS image and hardware models
• Experience with SCCM and Intune administration
• Knowledge of PXE and DHCP functionality
• Experience with Microsoft OEM Pre-installation Kit (OPK) tools
• Good working knowledge of basic networking and troubleshooting tools including nslookup, traceroute, ping, and packet capture tools
• Ability to coordinate and interact with multiple teams to reach quick resolution and organize workload for effective implementation
• Strong interpersonal skills, including effective interaction at all levels with sensitivity to cultural diversity
• Strong documentation skills and the ability to handle unforeseen situations
• Excellent problem-solving and multitasking skills
• Experience working in an operational environment alongside technical and operational teams, ensuring effective collaboration
• Experience in managing multi-discipline teams in distributed locations
• Demonstrable results in a business customer-facing role, with a track record of delivering
• Ability to adapt to evolving organizational product support and acceptance of operational priorities

Technologies

• Windows 10, Windows 11
• Microsoft Office 2016, Office 365
• nslookup, traceroute, ping, packet capture tools
• SCCM, Intune
• Windows Imaging Project
• Mass OS deployments
• Microsoft’s OEM Pre-installation Kit (OPK)
• PXE, DHCP
• Active Directory, AD account
• Recycle cages, GLOPAS, Conferencing, Server/Storage, Printers
• WEEE

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance