Field Desktop Replacement Technician

Employment Type: Contract (6-months)

Workplace Type: Onsite

Location: Los Angeles, CA (South Bay)

Industry: Higher Education

Compensation: $30/hr.

SUMMARY:

Our client's Information Technology Services (ITS) team enables technologically rich learning environments, provides effective teaching and scholarship resources, and maintains reliable, accessible, and integrated information systems. This work is grounded in and supports the University's mission:

Under the direction of the Manager of Desktop Engineering & Support, the Computer Replacement Technician is dedicated exclusively to executing the University's Replacement Management Program (RMP). This specialized role focuses on efficiently replacing aging and unsupported computing devices across the university, ensuring faculty and staff receive timely hardware upgrades while maintaining data integrity, security standards, and exceptional customer service throughout the replacement process.

RESPONSIBILITIES:

• Execute Computer Replacements: Complete approximately 15 computer replacements per week as part of the Replacement Management Program, ensuring timely elimination of Windows 10 devices, aging Intel Macs, and other end-of-life systems to maintain security standards and support the university's 4-year replacement cycle.
• Coordinate User Scheduling: Proactively contact faculty and staff to schedule replacement appointments, demonstrating professionalism in all written and verbal communications to ensure minimal disruption to their work and a positive customer experience.
• Deploy and Configure Replacement Devices: Image, configure, and deploy replacement computers using standard endpoint management tools (JAMF and Intune) to maintain consistency, security, and alignment with ITS standards across all university-owned devices.
• Ensure Seamless Data Migration: Perform thorough data transfers from old to new devices, verify data integrity, and confirm user satisfaction to prevent data loss and ensure continuity of work for faculty and staff.
• Maintain Asset Tracking Accuracy: Document all computer replacements in ServiceNow following standardized procedures, ensuring accurate asset inventory, proper device retirement, and clear audit trails for compliance and reporting purposes.
• Provide Technical Support During Replacements: Troubleshoot and resolve imaging issues, peripheral compatibility problems, and software configuration challenges that arise during the replacement process to ensure successful completion of each deployment.
• Deliver Outstanding Customer Service: Communicate technical processes in accessible language, set clear expectations, follow through on commitments, and model the University's service values of Communication, Accountability, and Professionalism throughout every user interaction.
• Organize and Manage Replacement Logistics: Coordinate the pickup of old devices, staging of new equipment, and physical transportation between locations to maintain an efficient workflow and ensure smooth operations across the campuses.
• Meet Replacement Performance Targets: Consistently achieve weekly replacement goals while maintaining quality standards, completing all required documentation, and ensuring customer satisfaction.
• Perform Other Related Duties: Support cross-functional ITS initiatives related to computer deployment and other responsibilities as assigned.

QUALIFICATIONS, KNOWLEDGE & SKILLS:

• Associate's degree or equivalent work experience required.
• Proficiency in macOS and Windows 10/11 environments, including system imaging, configuration, and deployment.
• Familiarity with endpoint management tools such as Jamf and Microsoft Intune for device provisioning and configuration.
• Strong data migration skills, including the ability to transfer user files, applications, and settings between computers while ensuring data integrity.
• Understanding of basic networking principles (DNS, DHCP, Wi-Fi troubleshooting) as they relate to device deployment.
• Exceptional written and verbal communication skills, including professional email correspondence and the ability to explain technical processes to non-technical users.
• Strong customer service orientation with a focus on professionalism, follow-through, and creating positive user experiences.
• Work independently with minimal supervision while maintaining productivity and quality standards.
• Adapt quickly to new technologies, workflows, and changing priorities in a dynamic environment.
• Maintain professionalism and composure when managing multiple appointments and handling challenging situations.
• Demonstrate strong attention to detail in documentation, data migration verification, and quality control.

PREFERRED QUALIFICATIONS:

• Certifications: CompTIA A+, HDI
• Familiarity with ITIL concepts related to Asset Management and Service Request fulfillment.
• Excellent organizational and time management skills with the ability to manage multiple replacement appointments and meet deadlines.
• Prior experience with large-scale computer replacement or deployment projects.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.