Lead Field Service and Desktop Support Technician

Key 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.
• Act as primary point of accountability for the site from desktop support perspective.
• Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
• Perform incident management, 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.

Qualifications

• 5 plus years of Desktop Support Services experience including Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
• 2 to 3 years of Cisco VC devices troubleshooting and telephony.
• Experience with work assignment reporting, escalation handling, RCA/root cause analysis and documentation.

Pay

Commensurate with experience.

Schedule

Full time, onsite.

Benefits

N/A