Senior IT Desktop Technician

Duties & Responsibilities

• Provide advanced troubleshooting, diagnosis, and resolution for hardware, software, operating system, and connectivity issues affecting end‑user devices and workplace technology.
• Manage incidents and service requests in accordance with established service management processes, using Service Now or related enterprise service platforms.
• Perform root cause analysis on recurring issues and contribute to long‑term corrective actions that improve service stability and user experience.
• Install, configure, maintain, and support desktops, laptops, mobile devices, peripherals, and related endpoint technologies.
• Support the full endpoint lifecycle, including provisioning, deployment, upgrades, refresh activities, asset recovery, and decommissioning.
• Ensure endpoint compliance with enterprise security standards, including patching, encryption, device configuration, and policy enforcement.
• Provide support for Microsoft endpoint management and productivity platforms, including Microsoft Intune, SCCM, and Microsoft 365.
• Develop and maintain standard operating procedures, technical documentation, and knowledge base content to improve service consistency and team efficiency.
• Collaborate with infrastructure, security, and application support teams to resolve escalated issues and support broader IT initiatives.
• Deliver high‑quality customer support to end users, including executive and VIP stakeholders, with professionalism, responsiveness, and discretion.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education and relevant experience.
• Five or more years of progressive desktop support or end‑user computing experience in an enterprise environment.
• Strong technical expertise in Microsoft Windows operating systems, endpoint troubleshooting, and device support.
• Hands‑on experience with Microsoft Intune, SCCM, Service Now, and Microsoft 365 technologies.
• Working knowledge of ITIL‑based service management practices, including incident, request, problem, and knowledge management processes.

• Experience in high‑tech manufacturing or other complex global enterprise environments.
• Experience with modern device provisioning and management capabilities such as Windows Autopilot, Apple Business Manager, mobile device management, and zero‑touch deployment models.
• Experience supporting conference room, collaboration, and workplace technology services.
• Familiarity with ITIL‑based service management processes, knowledge management, and continual service improvement practices.
• Experience working with global teams, vendor partners, and onsite/offshore support delivery models.

• Strong customer service orientation with the ability to communicate technical information clearly and effectively to both technical and non‑technical audiences.
• Excellent interpersonal skills and the ability to build trusted working relationships across functions, geographies, and levels of the organization.
• Strong organizational skills with the ability to manage multiple priorities, respond with urgency, and maintain attention to detail in a fast‑paced environment.
• Demonstrated problem‑solving mindset with sound judgment, initiative, and a proactive approach to service improvement.
• Ability to work collaboratively within a team environment while also operating independently with a high degree of accountability and professionalism.

This role is expected to be primarily onsite in Wichita, USA, supporting NA and LA employees while partnering closely with global IT teams.

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.