Field Services Technician

Field Services Technician IILocation: Duarte, CA / Irvine, CACore 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.