Deskside Support

Astreya Consultancy India; Gaffney (SC); On-site; USD 40,000 - 63,000; Full time

Benefits offered by this job

Medical provided through UHC (PPO, HSA

Vision provided by UHC

Dental provided through UHC

401k Plan

Paid Time Off

Paid Holidays

Life Insurance

Job summary

Astreya Consultancy India seeks a Lead - Field Services & Desktop Support with 5-8 years of onsite experience across office and factory environments. The role is hands-on and requires daily presence at the customer location, leading field support and overseeing desktop operations on site.

Responsibilities include on-site break/fix, deployments, ticket management via ITSM, incident management, RCA, and creating SOPs.

Qualifications

• 5–7 years in desktop support and field services.
• 2–3 years with Cisco VC devices and Telephony for AV devices.
• 1–2 years of operations management / lead experience including reporting, escalation handling, and RCA.

Responsibilities

• Provide hands-on onsite support for laptops, desktops, printers, scanners, and A/V systems.
• Act as primary site lead for desktop support.
• Monitor and manage tickets through ITSM, setting priorities and escalations.
• Perform incident management and root-cause analysis to prevent recurrence.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Use SCCM, IT Shop, and Nexthink to improve endpoint visibility and efficiency.

Skills

Desktop Support

Field services

Windows 11

Hardware troubleshooting

Printer support

Tools

SCCM

IT Shop

Nexthink

Job description

Seeking a Lead - Field Services & Desktop Support with 5-8 years of experience in fully onsite, work from office desktop support across office and factory environments. This is a hands‑on onsite lead role, requiring daily physical presence at customer location, where the lead actively performs field support while overseeing desktop operations for the site

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.
• 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.

Mandatory Skills

• Desktop Support - Field services Years of Experience 5 - 7 years Windows 11 support, laptop/desktop hardware troubleshooting, printer support
• Audio visual devices 2-3 years Cisco VC devices troubleshooting, Telephony
• Operations Management / Lead experience 1-2 years Work assignment, reporting, Escalation handling, RCA/root cause analysis, Documentation

Salary Range

$39,976.00 - $63,120.00 USD (Salary) Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Benefits

• Astreya offers comprehensive b enefits to all Regular, Full-Time Employees, including:
• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC
• Nationwide Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law