Field service engineer – Desktop, Audio, Video and Mobility

Location: Portland, OR – 100% onsite role. Applicants must be authorized to work in the US without sponsorship; visa transfer or sponsorship is not available now or in the future.

About the Role

We are seeking a Field Service Engineer with 3–6 years of onsite desktop support experience across office and factory environments. The role covers Audio/Video and Mobility management, break/fix, and deployment support for laptops, desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents and requests via ITSM processes, leverage tools like IT Shop, SCCM, and Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

Responsibilities

• Install, configure, and resolve issues for AV equipment and collaboration tools.
• Provide mobile device support (setup, troubleshooting, enterprise connectivity).
• Provide hands-on onsite support (break/fix, deployments, escalations) for laptops, desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management, root-cause analysis (RCA) for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Requirements

• 3–6 years of professional experience in systems engineering or desktop support roles with hands-on responsibility for managing enterprise-class end-user environments.
• Solid proficiency in supporting Windows-based laptops and desktops, including operating system issues, driver problems, hardware diagnostics, and integration with productivity tools.
• Experience troubleshooting Cisco VC devices, telephony, and network/Wi-Fi issues.
• Clear understanding of remote support tools, remote desktop utilities, and incident management processes.
• Familiarity with endpoint management concepts such as software deployment, patch management, and configuration control.
• Effective communication with diverse user groups and technical teams using concise explanations and empathetic listening.
• Awareness of information security practices for endpoints, including password hygiene, privilege control, and safe handling of corporate data.

Benefits

• Medical, dental, vision, and life insurance.
• Paid holidays plus paid time off (PTO).
• 401(k) plan and contributions.
• Long-term and short-term disability coverage.
• Paid parental leave.