IT Desktop Technician

Duties & Responsibilities

We are looking for a customer-focused IT Desktop Technician to join our team in Santa Rosa, CA. In this mid-level role, you will provide hands-on support for end-user computing services, independently troubleshoot hardware, software, endpoint, and connectivity issues, and help deliver a secure, reliable, and high-quality workplace technology experience. You will work closely with local employees, cross-functional IT teams, and business partners to resolve incidents and service requests, support endpoint lifecycle activities, improve knowledge documentation, and contribute to continuous service improvement in a professional enterprise IT environment.

• Provide hands-on troubleshooting, diagnosis, and resolution for desktops, laptops, monitors, printers, peripherals, operating systems, collaboration tools, business applications, and network connectivity issues.
• Manage incidents and service requests using ServiceNow or a related ticketing platform, ensuring accurate documentation, timely updates, ownership, and adherence to service level expectations.
• Perform advanced troubleshooting for moderately complex issues and escalate when needed with clear analysis, troubleshooting history, business impact, and recommended next steps.
• Install, configure, deploy, maintain, and support desktops, laptops, mobile devices, peripherals, conference room technology, and related endpoint equipment.
• Support endpoint lifecycle management activities, including device provisioning, imaging, refresh planning, asset tagging, equipment moves, break/fix support, loaner devices, and asset recovery.
• Apply established security, compliance, and endpoint management procedures for device setup, patching, encryption, access support, password resets, and endpoint configuration.
• Create, maintain, and improve knowledge articles, troubleshooting guides, runbooks, and support documentation to promote consistent service delivery and faster resolution.
• Collaborate with infrastructure, security, applications, network, and service desk teams to resolve issues, support operational changes, and improve the end-user technology experience.
• Deliver high-quality customer support to end users with professionalism, responsiveness, clear communication, and discretion.

Required Qualifications

• Associate degree, technical certification, coursework in Information Technology or Computer Science, or equivalent hands-on technical experience.
• Two to five years of desktop support, help desk, field services, end-user computing, or related IT support experience in a corporate or enterprise environment.
• Working knowledge of Microsoft Windows operating systems, endpoint troubleshooting, hardware diagnostics, device configuration, and enterprise user support practices.
• Experience with Microsoft 365, ServiceNow or a related ticketing platform, endpoint support tools, and common workplace technology platforms.
• Understanding of IT service management practices, including incident management, request fulfillment, escalation, knowledge documentation, and customer communication.

Preferred Qualifications

• Experience supporting endpoint deployments, device refreshes, asset management, break/fix support, executive support, or site-based IT operations.
• Hands-on exposure to Microsoft Intune, SCCM, Windows Autopilot, Apple Business Manager, mobile device management, or related endpoint management tools.
• Experience supporting conference room, collaboration, and workplace technology services.
• Familiarity with ITIL practices, service desk workflows, change coordination, knowledge management, and continual service improvement.
• Ability to partner effectively with local users, global IT teams, vendors, and business stakeholders to support reliable day-to-day operations.

Preferred Soft Skills

• Strong customer service orientation with the ability to communicate technical information clearly and effectively to both technical and non-technical audiences.
• Strong interpersonal skills with the ability to build trust, collaborate across teams, and support users with patience and professionalism.
• Strong organizational skills with the ability to manage multiple tickets, prioritize work, follow through on commitments, and maintain attention to detail in a fast-paced environment.
• P Practical problem-solving mindset with initiative, accountability, sound judgment, and a focus on improving the end-user support experience.
• Ability to work independently while collaborating effectively with team members, support partners, and stakeholders.

Pre-Requisites / Skills / Experience Requirements

• If you have what it takes to push boundaries and seize opportunities, apply to join our team today.
• VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Benefits

• VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program.