Deskside Support Engineer

Teceze; Bingen (WA); On-site; USD 60,000 - 90,000; Full time

Job summary

Teceze is seeking a hands-on Deskside Support Engineer to provide on-site L2 IT support to end users at the Aerovel customer location in Washington State. You will be the primary local IT resource, troubleshoot hardware, software, OS, and peripheral issues, and coordinate with remote teams as needed.

Responsibilities include Windows 10/11 support, Microsoft 365, VPN, printers, imaging and deployments, asset management, and incident management in ITSM tools.

Qualifications

• 3-5+ years of deskside/desktop or field services experience.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer-handling skills.
• Ability to work independently at the customer site and meet security requirements.
• Experience with imaging, deployment, and asset management.

Responsibilities

• Provide on-site L2 deskside and field support for end users.
• Install, configure, troubleshoot, repair, and replace Windows devices and peripherals.
• Support Windows 10/11, Microsoft 365, Outlook, Teams, VPN, Wi-Fi, printers, and enterprise apps.
• Perform PC imaging, deployment, software installs, and hardware refreshes.
• Troubleshoot hardware, OS, application, and network issues.
• Support network/server/AV equipment as needed at the site.
• Manage incidents through ITSM systems and document with SLA adherence.
• Maintain IT asset inventory and lifecycle activities.
• Coordinate with remote resolver teams and escalate as required.
• Follow security policies and SOPs.

Skills

Windows 10/11 troubleshooting

Hardware troubleshooting

Microsoft 365

VPN & Networking

PC imaging & deployment

Peripherals support

Active Directory & Entra ID

ITSM tools (ServiceNow/Remedy)

ITIL knowledge

Communication & customer service

Tools

ServiceNow

Remedy

Job description

We are looking for a hands-on Deskside Support Engineer who can provide on-site L2 IT support to end users and serve as the primary local IT support resource at the customer location.

The role involves troubleshooting and resolving end-user hardware, software, operating system, connectivity, and peripheral-related issues, along with coordinating with remote infrastructure, network, security, and application support teams whenever required.

Key Responsibilities:

• Provide on-site L2 deskside and field support for end users.
• Install, configure, troubleshoot, repair, and replace Windows laptops, desktops, monitors, docking stations, and peripherals.
• Support Windows 10/11, Microsoft 365, Outlook, Teams, VPN, Wi-Fi, printers, and enterprise applications.
• Perform PC builds, imaging/reimaging, software installations, device deployment, hardware refreshes, and break-fix activities.
• Troubleshoot hardware, operating system, application, and basic network connectivity issues.
• Provide hands-and-feet support for network, server, data center, telecom, and meeting-room equipment.
• Manage incidents and service requests through ServiceNow, Remedy, or other ITSM platforms, ensuring proper documentation and SLA adherence.
• Maintain IT asset inventory and support device lifecycle activities, including deployment, replacement, recovery, and returns.
• Coordinate with remote resolver teams and escalat issues wherever required.
• Follow customer security policies, SOPs, and compliance requirements.

Mandatory Technical Skills:

• Strong hands-on experience with Windows 10/11 troubleshooting.
• Good knowledge of desktop and laptop hardware troubleshooting.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• Knowledge of VPN, Wi-Fi, LAN, TCP/IP, DNS, and DHCP troubleshooting.
• Hands-on experience with PC imaging, deployment, software installation, and hardware replacement.
• Experience supporting printers, scanners, monitors, docking stations, and other peripherals.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience with ServiceNow, Remedy, or similar ITSM tools.
• Understanding of ITIL processes and incident/request management.

Preferred Skills:

• Experience in aerospace, manufacturing, engineering, or enterprise IT environments.
• Exposure to engineering workstations and specialized endpoint hardware.
• Knowledge of meeting-room and AV equipment.
• Experience in IT asset management and inventory control.
• Familiarity with enterprise endpoint management and software deployment tools.

Candidate Profile:

• 3-5+ years of relevant experience in Deskside Support, Desktop Support, or Field Services.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer-handling skills.
• Ability to work independently at the customer site.
• Strong ownership of incidents, service requests, and timely resolution.
• Ability to meet applicable customer site-access, background-screening, security, and export-control requirements.

Important: This is an on-site, hands-on technical support role requiring the candidate to work from the Aerovel customer location in Washington State.