Field Support Engineer

Seeking a customer-focused Field Support Engineer to provide onsite End User Computing and IT support across Kennewick region. The role requires strong EUC technical depth, Service Now discipline, SLA ownership, and the ability to support users in office, warehouse, and manufacturing plant environments.

• Provide onsite L2/L3 deskside support for desktops, laptops, docking stations, mobile devices, printers, scanners, peripherals, and collaboration devices.
• Perform Windows laptop and desktop imaging, provisioning, hardware deployment, refresh, break/fix, asset recovery, and secure decommissioning activities.
• Support Intune, Autopilot, SCCM/MECM, Microsoft 365, endpoint compliance, patching, software deployment, and device health troubleshooting.
• Manage incidents, service requests, IMAC activities, and technical escalations through Service Now while maintaining SLA/OLA compliance.
• Monitor assigned ticket queues, prioritize work based on business impact, provide timely user updates, and maintain accurate ticket documentation.
• Troubleshoot Windows OS, VPN, Wi-Fi, LAN connectivity, printers, scanners, conference rooms, Teams Rooms, AV equipment, and end-user applications.
• Maintain accurate asset inventory, CMDB records, site documentation, knowledge articles, and operational reporting.
• Coordinate with EUC, network, infrastructure, cybersecurity, vendors, and OEM partners to resolve escalations and recurring issues.
• Participate in incident trend analysis, root cause reviews, problem management, automation opportunities, and continuous service improvement activities.

• Frequent local travel between Kennewick-area hubs, plant locations, warehouses, and nearby customer sites.
• Valid driver's license and ability to travel between supported locations as business needs require.
• Comfortable walking production floors, warehouses, and administrative buildings throughout the workday.
• Must follow plant safety, access control, PPE, food safety, and customer site procedures.
• Availability for planned after-hours work, weekend support, and on-call escalation as required.
• Ability to lift, move, and install IT equipment up to approximately 25 lbs / 11 kg.

• 4-7+ years of Field Services, EUC, Desktop Support, or Site IT Support experience.
• Strong End User Computing knowledge across Windows 10/11, Microsoft 365, laptops, desktops, mobile devices, peripherals, and printers.
• Hands-on experience with Service Now Incident, Request, Asset, Knowledge, and Change Management modules.
• Demonstrated ability to manage tickets within SLA targets and provide proactive customer communication.
• Working knowledge of Intune, Autopilot, SCCM/MECM, endpoint security, patching, and software deployment.
• Basic LAN/WAN, Wi-Fi, TCP/IP, VPN, and printer troubleshooting knowledge.
• Understanding of ITIL processes including Incident, Request, Problem, Change, Asset, and Knowledge Management.
• Strong customer service, stakeholder management, verbal communication, written communication, and documentation skills.

• Experience supporting manufacturing, warehouse, food processing, or other industrial plant environments.
• Customer-first mindset with strong ownership, accountability, urgency, and attention to detail.
• Ability to work independently with minimal supervision and support geographically dispersed locations.
• Service Now CSA, CompTIA A+, or Network+ certification preferred.

• Maintain SLA compliance at or above agreed contractual targets.
• Improve customer satisfaction through proactive communication and first-time-right resolution.
• Maintain accurate ticket notes, asset records, knowledge articles, and closure documentation.
• Support…