Technical Associate

Technical Associate – L2/L3 Deskside Support

The Technical Associate is responsible for providing advanced Level 2 and Level 3 onsite end-user computing (EUC) and deskside support services across assigned customer locations. This role supports desktops, laptops, mobile devices, collaboration technologies, printers, scanners, and peripheral equipment while ensuring high levels of customer satisfaction and operational excellence. The Technical Associate will manage incident resolution, device lifecycle activities, technical escalations, and infrastructure coordination while maintaining compliance with service level agreements (SLA) and operational standards.

The position requires frequent travel between Kennewick-area hubs, plant locations, warehouses, and supported customer sites and participation in a hub-and-spoke support model based on scheduled and on-demand site visits.

• Provide onsite Level 2 and Level 3 technical support for desktops, laptops, docking stations, mobile devices, printers, scanners, peripherals, and collaboration devices.
• Diagnose and resolve hardware, software, operating system, network connectivity, and application-related issues.
• Support executive, business-critical, and VIP users with high-priority technical incidents and service requests.
• Deliver exceptional customer service through timely communication, issue ownership, and proactive follow-up.

• Perform Windows desktop and laptop imaging, provisioning, deployment, configuration, and user onboarding activities.
• Execute hardware refresh, break/fix repairs, asset recovery, relocation, and secure decommissioning processes.
• Support device enrollment, configuration, and management using Microsoft endpoint management technologies.
• Ensure compliance with security, asset management, and hardware lifecycle standards.
• Support and troubleshoot:
• SCCM/MECM
• Microsoft 365 Suite
• Endpoint compliance and security policies
• Software deployment and patch management
• Device performance and health monitoring
• Assist with implementation of endpoint management initiatives and technology upgrades.
• Manage incidents, service requests, IMAC (Install, Move, Add, Change) activities, and technical escalations through Service Now.
• Monitor assigned ticket queues and prioritize work based on business impact and operational urgency.
• Maintain SLA and OLA compliance targets.
• Provide timely user updates and ensure complete, accurate ticket documentation.

• Troubleshoot and support:
• Microsoft Teams Rooms
• Conference room technologies
• Audio/Visual equipment
• Wireless presentation platforms
• Ensure meeting room readiness and rapid resolution of collaboration-related issues.

• Investigate and resolve issues related to:
• Windows operating systems
• VPN connectivity
• Wi-Fi networks
• LAN connectivity
• Printers and scanners
• Business applications and productivity tools
• Coordinate with Network and Infrastructure teams for advanced troubleshooting and resolution.

• Maintain accurate asset inventory records and lifecycle tracking.
• Update and manage Configuration Management Database (CMDB) records.
• Create and maintain knowledge articles, technical documentation, and support procedures.
• Generate operational reports and provide support metrics as required.

• Collaborate with End User Computing (EUC), Network, Infrastructure, Cybersecurity, Service Desk, vendors, and OEM partners to resolve complex issues.
• Participate in technical escalation management and service restoration efforts.
Support deployments, upgrades, site migrations, and technology transformation initiatives.
• Contribute to incident trend analysis and root cause investigations.
• Participate in problem management and continuous service improvement initiatives.
• Identify recurring issues and recommend proactive solutions to improve service quality and operational efficiency.

• Travel frequently between Kennewick-area hub locations, plants, warehouses, and supported customer sites.
• Follow the established Kennewick Hub and…