Desktop Support Engineer – Onsite & Field Services

Intellectt Inc; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

A technology support company is seeking a skilled Deskside Support Engineer to deliver on-site and field support for IT infrastructure including desktops, laptops, and mobile devices. The ideal candidate will have strong knowledge of Microsoft Windows and Azure, excellent troubleshooting skills, and the ability to provide exceptional customer service. This role involves managing incidents and technical support in a mid-senior level position.

Qualifications

• Strong knowledge of desktops, laptops, printers, smartphones, and tablets.
• Ability to perform OS deployment and imaging.
• Excellent communication and customer service skills.

Responsibilities

• Provide deskside and field support for desktops, laptops, and mobile devices.
• Perform software installation and troubleshooting of hardware and applications.
• Manage incidents via the ticketing system ensuring timely resolution.

Skills

End-user IT infrastructure knowledge

Microsoft Windows 11 expertise

Office 365 proficiency

Azure administration

LAN technologies knowledge

Excellent troubleshooting skills

Strong customer service skills

Incident management experience

Tools

ServiceNow

Teams

Google apps

Job description

Role Overview

We are seeking a skilled Deskside Support Engineer to deliver on-site and field support for desktops, laptops, mobile devices, AV systems, comms room equipment, and related IT infrastructure. The role involves providing high-quality 2nd-line support, troubleshooting, and technical assistance, ensuring exceptional customer service and adherence to SLAs.

Key Responsibilities

• Provide deskside and field technical support for desktops, laptops, tablets, smartphones, desk telephony, AV equipment, printers, and other end-user devices.
• Perform software installation, OS imaging/reimaging, and troubleshooting of hardware, operating systems, drivers, and applications.
• Manage incidents and service requests via the ticketing system, ensuring timely resolution and proactive customer updates.
• Administer IT infrastructure, including Azure AD, Intune, MS Active Directory, and policies.
• Support video conferencing systems, AV readiness, and VIP/Executive-level support.
• Deliver remote and onsite technical support, including Smart Hands, infrastructure administration, and network patching.
• Conduct asset inventory, routine health checks, and software/hardware lifecycle management.
• Assist in vehicle technology maintenance, code blue testing, and storm recovery operations as needed.
• Provide event support (audio/video planning, execution) and remote office site support.
• Ensure compliance with security, health, and safety standards.
• Train and guide end-users on hardware and software usage.
• Participate in shift rotations, BAU, and project-based work environments.

Required Skills & Experience

• Strong knowledge of end-user IT infrastructure: Desktops, Laptops, Printers, Smartphones, Tablets, etc.
• Expertise in Microsoft Windows 11 (and legacy versions), Office 365, Teams, Google apps, and ServiceNow.
• Administration experience with Azure, Intune, and Active Directory.
• Solid understanding of LAN technologies, hardware, and networking fundamentals.
• Skilled in OS deployment, imaging, and patching processes.
• Ability to perform routine technology health checks, incident management, and VIP-level technical support.
• Experience with IT asset management and ITIL-aligned service operations.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to work independently in high-pressure and critical incident scenarios.
• Availability for 24x7 major incident support when required.

Preferred Qualifications

• Experience with virtual desktop infrastructure (VDI) environments.
• Exposure to field IT operations, event support, and AV technology management.
• Proven experience in enterprise IT environments with advanced hardware/software troubleshooting.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology and Analyst

Industries

• Technology, Information and Media