Field Services & Desktop Support Engineer

Astreya; Gaffney (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Astreya is seeking a Field Services & Desktop Support professional for fully onsite work at client locations in the United States. The role involves hands-on desktop support across office and factory environments, with daily on-site presence and active field support leadership to oversee desktop operations at the site.

The position requires 5-8 years of experience in field services and desktop support, handling break/fix, deployments, and escalations.

Qualifications

• Laptop/Desktop hardware troubleshooting.
• Experience leading operations: work assignment, reporting, escalation handling, RCA, documentation.

Responsibilities

• Provide hands-on onsite support for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room A/V systems.
• Serve as primary point of accountability for the site from a desktop support perspective.
• Monitor and manage tickets through ITSM tools; prioritize queues and escalations.
• Perform incident management, root cause analysis, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Use SCCM, IT Shop, and Nexthink for endpoint visibility and efficiency.
• Utilize Windows troubleshooting and basic network diagnostics to restore services quickly.

Skills

Laptop/Desktop hardware Troubleshoots

Operations management / lead

Tools

SCCM

IT Shop

Nexthink

Job description

Seeking a 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 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.

Required Qualifications

• Laptop/Desktop hardware troubleshooting
• Operations Management / Lead experience: Work assignment, reporting, Escalation handling, RCA/root cause analysis, Documentation.