The EUC-Onsite Support Technician is responsible for providing on-site support to Verizon employees and contractors for the management, installation, troubleshooting, and repair of devices. This includes field support, retail store support, call center support, and handling office/store builds, moves, and decommissions. The technician will ensure that all devices are properly installed, working, and meeting the required service levels.

SKILLS & QUALIFICATIONS

• Experience: Minimum of 2 years of hands-on experience in IT support, preferably with a focus on field services, end-user computing (EUC), or desktop support.
• Technical Knowledge: Proficient in troubleshooting desktop computers, notebooks, mobile devices (smartphones, tablets), and network devices. Experience with common operating systems (Windows, macOS, etc.) and hardware components.
• Customer Service: Strong communication and customer service skills to interact with end users, senior leaders, and other stakeholders.
• Inventory Management: Ability to conduct physical audits of devices and ensure proper inventory management in line with company policies.
• Physical Abilities: Capable of performing hands-on support tasks including lifting and carrying equipment, and managing device installations and removals.
• Attention to Detail: Strong organizational skills and attention to detail when handling health checks, reporting, and inventory management.

REQUIREMENTS

• Work Hours: Availability to work during standard operating hours, with some flexibility for out-of-office support during emergency situations or scheduled visits.
• Travel: Willingness to travel between various Verizon locations as needed, including retail stores, offices, and call centers.
• Certification: Relevant IT certifications (e.g., CompTIA A+, ITIL, etc.) preferred but not required.

• Field Services: Provide on-site services including diagnosing, troubleshooting, and resolving IT-related issues with hardware and software at Verizon locations (retail stores, offices, call centers, etc.).
• Break Fix Support: Perform hardware diagnostics and repairs by replacing faulty components or configuring replacement equipment.
• IMACD (Install, Move, Add, Change, and Deinstall): Install, move, upgrade, and decommission IT equipment in accordance with client policies and procedures.
• Desk Side Support: Offer hands-on IT assistance at end-user workstations for incident resolution, request resolutions, senior leader support, and minor equipment moves (less than 10 devices per day).
• Health Check Audits: Conduct monthly physical inventory audits and site health assessments (network, POS systems, tablets, peripherals) in retail stores, ensuring compliance with PCI guidelines. Address issues or initiate actions for resolution (e.g., part replacement, coordination with command center).
• EUC Lifecycle Support: Support and manage the lifecycle of end-user computing devices, including image installations, field services, resource recovery, data wiping, and soft disposal.
• Documentation & Reporting: Maintain accurate records of daily activities, service requests, and health check findings in tracking systems or via Excel templates. Provide daily call trackers and submit regular reports to the command center.