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/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly
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.
● Monitor ticket queues and assign tickets through ITSM tools;
● 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.
● Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
Desktop Support • High Point, North Carolina, United States
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