Wichita Remote Desktop Support Technician | WFH

Job Overview

We invite you to be a part of our esteemed Field Service Operations team as a Desktop Support Technician based in Wichita, KS. In this pivotal role, you will leverage your technical skills and exceptional customer service capabilities to deliver outstanding support to our end users, ensuring prompt and efficient resolution of technical issues. Your interactions will primarily involve face-to-face engagements with users, peers, and management, as you provide deskside support and on-site solutions in a collaborative setting. Your contributions will extend to assisting our IT teams in areas like Audio Visual, Network, and Server support.

Key Responsibilities

• Supervise a team of 25-30 technicians across diverse locations, fostering effective communication and teamwork.
• Ensure compliance with Service Level Agreements (SLAs) to maintain service quality and contractual obligations.
• Organize and oversee shift schedules, including an on-call roster, to deliver optimal coverage and efficiency.
• Equip your team with training opportunities and professional development initiatives.
• Uphold security compliance and best practices within your team.
• Manage inventory levels across locations to support operational needs.
• Address all service requests and incidents in alignment with agreed service levels.
• Lead your team in the installation and configuration of desktops, laptops, mobile devices, and associated peripherals and software.
• Provide direct technical assistance to end users at their workstations, ensuring timely issue resolution.
• Proactively identify potential issues that may affect user experience and implement preventive measures.
• Oversee ticket management, ensuring prompt resolution and closure within defined service level agreements.
• Collaborate with vendors to facilitate end-user support, including warranty repairs and replacements.
• Conduct security and compliance tasks, including access reviews and facility inspections.
• Provide IT support for on-site and off-site events, coordinating with venue IT/AV contacts as necessary.
• Assist with IT support during disaster recovery efforts and other emergency situations.
• Participate in on-call support rotations outside regular business hours as required.
  
  

Required Skills

• In-depth knowledge of service delivery with a focus on end-user hardware and software support.
• Proficient in various desktop systems and operating systems within complex technical environments.
• Excellent customer service orientation and strong verbal communication skills.
• Familiarity with Windows Operating Systems, MS Office, VPN, and both local and network printing.
• Competent in installing and troubleshooting a wide variety of applications.
• Strong analytical thinking and problem-solving capabilities.
• CompTIA A+ certification or equivalent is preferred.
• Willingness to travel to remote sites as needed.
• Ability to lift weights up to 30 lbs at waist level.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• 4-7 years of experience in service delivery and end-user hardware/software support with robust configuration troubleshooting skills.
  
  

Career Growth Opportunities

We are dedicated to empowering our team members with opportunities for professional growth and skill enhancement, fostering a culture where career advancement is actively supported.

Company Culture And Values

Our organization is committed to promoting a collaborative and supportive work environment where teamwork is highly valued. We pride ourselves on our inclusive culture that encourages innovation and open communication.

Employment Type: Contractor