Field Services Technician

Field Services Technician II

Location: Duarte, CA / Irvine, CA





Core responsibilities:

• Analyze incidents, requests, device data, and user feedback to identify root causes and improvement opportunities.

• Support endpoint configuration, software packaging, image validation, access workflows, and device lifecycle processes.

• Document requirements, test scenarios, runbooks, and operational handoffs for desktop-service changes.

• Coordinate with desktop engineering, security, identity, application, and field services teams on cross-functional issues.

• Develop reports and recommendations related to endpoint performance, ticket trends, and user-impact reduction.

Level expectations:

• Performs routine activities using defined runbooks and SOPs, resolves low-complexity requests, documents outcomes, and escalates issues with complete troubleshooting detail.

Skills/Experience:

• Systems analysis, ITSM, endpoint management, requirements gathering, documentation, customer service, analytical problem solving, and Windows/Microsoft endpoint technologies.