Field Services engineer - Desktop Support

Location: Mount Holly, NC (onsite 5 times a week). Applicants must be authorized to work in the US without sponsorship; this role does not offer visa transfer or sponsorship now or in the future.

About the role

We are seeking a Field Services engineer with 4–7 years of onsite desktop support experience across office and factory environments. The role covers 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 such as IT Shop, SCCM, and Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

Responsibilities

• 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 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

• 4–7 years of onsite desktop support experience in office and factory environments.
• Experience supporting laptops/desktops, rugged devices, printers, handheld scanners, and A/V equipment.
• Proficiency with Windows troubleshooting and basic networking/Wi-Fi diagnostics.

Benefits

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