Field Support Technician

Site Support Engineer

We are seeking an experienced Site Support Engineer / Deskside Support Engineer to provide hands-on IT support in a 24x7 onsite environment. The role is responsible for supporting end-user computing, hardware/software break-fix, Windows and Mac devices, mobile devices, printers, asset management, Service Now tickets, and basic network connectivity issues.

This position requires full flexibility to support a 24x7 operational environment.

• Initial schedule:
  Monday through Friday, 8:00 AM to 5:00 PM for approximately the first two months for onboarding and transition.
• Following the initial period, the employee will move to a schedule determined by site requirements.
• The anticipated schedule may include night shifts approximately two days per week and second shift for the remaining three days.
• Candidates must be prepared to rotate to other shifts when required.
• Availability to work nights, weekends, and holidays is required.
• The site operates 24 hours a day, 7 days a week, so schedules may change based on operational coverage requirements.
• Candidates who are unable to support rotational/night-shift schedules will not be considered for this position.

In this role, you will

• Provide onsite deskside and end-user support for hardware, software, peripherals, and enterprise applications.
• Perform break/fix troubleshooting and repair for desktops, laptops, monitors, printers, scanners, and related IT equipment.
• Support Windows and Mac environments, diagnosing operating system issues and implementing appropriate resolutions.
• Perform PC staging, configuration, software installation, troubleshooting, and deployment activities.
• Provide support for Microsoft Office / Microsoft 365 applications and common end-user productivity tools.
• Diagnose end-user system failures, determine root causes where possible, and implement appropriate repair or remediation solutions.
• Troubleshoot basic network connectivity issues between end-user devices and the corporate network.
• Support printers, scanners, file shares, and other workplace technology used by employees.
• Manage incidents and service requests through Service Now or a comparable ITSM platform, ensuring tickets are accurately documented and progressed through resolution.
• Assist with user account administration, including user  and basic Microsoft Active Directory-related activities.
• Support mobile devices, including iOS-based devices and related end-user connectivity or configuration issues.
• Perform IT asset management and inventory activities, including tracking, deployment, movement, and recovery of computer equipment.
• Follow established virus detection, endpoint protection, and remediation procedures, including support involving Symantec Virus Scan.
• Provide basic support for network-connected phones and VoIP systems.
• Complete required IT compliance and operational support tasks in accordance with established processes.
• Maintain a high level of customer service while communicating technical issues and resolutions clearly to end users.
• Work collaboratively with other IT support teams and escalate issues appropriately when they require specialized technical expertise.
• Safely move, install, and configure IT equipment weighing up to 50 lbs.

What you'll need to succeed (required skills)

• Technical degree or equivalent professional experience providing end-user/desktop support.
• Strong hands-on experience with deskside support, break/fix, hardware and software troubleshooting.
• Experience supporting Windows and Mac operating systems.
• Knowledge of iOS/mobile device support.
• Experience supporting Microsoft Office/Microsoft 365 applications.
• Hands-on experience with Service Now or another ITSM/ticketing platform.
• Experience supporting printers, scanners, file shares, and other…