Onsite Client Services /

Desktop Support Lead Location :

Santa Monica, CA (onsite)

Client :

City of Santa Monica Role Summary:

Responsible for onsite end-user support, desktop support coordination, customer service, and ensuring timely resolution of user issues at City locations.

Roles and Responsibilities:

Provide and coordinate onsite desktop and end-user technical support. Troubleshoot hardware, software, workstation, and connectivity issues. Support user onboarding, equipment setup, and configuration. Coordinate with Level 2 and NOC teams for escalated issues. Maintain accurate incident and service request records in ServiceNow. Support knowledge transfer and onsite immersion requirements. Follow City security, access, and support procedures.

Professional Experience:

Experience in desktop support, deskside support, or end-user IT services. Experience troubleshooting Windows workstations, peripherals, and common business applications. Experience with ticketing systems and incident/request management. Strong customer service and communication skills.

Educational Qualifications:

Associate s or bachelor s degree in IT, Computer Science, or a related field preferred, or equivalent relevant experience.

Certifications:

CompTIA A+, Microsoft, or equivalent desktop support certification preferred. ITIL Foundation preferred. CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk