Desktop Field Support

Travel to customer locations is an essential function of this role. Assignments are generally local, but candidates may be required to travel anywhere within the United States based on operational requirements. Candidates must possess a valid driver’s license and have reliable transportation. Approved mileage and eligible travel expenses will be reimbursed in accordance with company policy.

Responsibilities

• Manage desktop devices (hardware, software, and connectivity) incidents through to resolution.
• Provide IMAC (Install, Move, Add, Change) and desk-side support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Support, maintain, and optimize the configuration and installation of desktops, including patch updates, hardware replacements, and remote management using appropriate tools.
• Analyze service desk calls and incident data to identify potential user training requirements and automation opportunities.
• Ensure each desktop device is installed with the appropriate desktop image.
• Monitor security profiles and anti-virus software on all desktop devices; take action in case of non-compliance with security requirements.
• Provide VIP desk-side support per contract and act as the primary IT contact at customer sites when no other IT support is available.

Requirements

• Knowledge and experience with Windows OS.
• Familiarity with Active Directory (AD) and Smart Hands & Feet support (preferred).
• Experience supporting Mac devices and tablets (preferred).
• Experience with Service Management tools (e.g., ServiceNow).
• Strong expertise with EUC tools, remote support tools, Microsoft Office, and Outlook.
• Understanding of Microsoft Lync, VPN, and mobile device support (preferred).
• Knowledge of ITIL processes, including Incident, Change, Problem, and Service Request Management, as well as spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in Electronics required; Bachelor’s Degree preferred.