Field Support Technician

Teceze; Bingen (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

Teceze is seeking a hands-on Deskside Support Engineer to provide on-site L2 IT support at the Aerovel customer location in Washington State. You will act as the primary local IT resource, handling hardware, software, OS, and connectivity issues.

You will install and repair Windows devices, support Microsoft 365 and enterprise apps, manage devices through imaging and deployment, and coordinate with remote teams while following security policies.

Qualifications

• 3–5+ years in Deskside/Desktop/Field Services.
• Hands-on on-site L2 support experience.
• Ability to work at customer site in Washington state.
• Experience with Windows OS, M365, VPN, printers, peripherals.
• Knowledge of ITIL incident management.

Responsibilities

• Provide on-site L2 deskside and field support.
• Install, configure, troubleshoot, repair, and replace Windows devices.
• Support Windows 10/11, M365, Outlook, Teams, VPN, Wi-Fi, printers.
• Perform PC builds, imaging, deployments, and hardware refreshes.
• Troubleshoot hardware, OS, apps, and network issues.
• Support network, server, data center, and AV equipment.
• Manage incidents with ServiceNow, Remedy and document SLAs.
• Maintain IT asset inventory and device lifecycle.
• Coordinate with remote resolver teams and escalate as needed.
• Follow customer security policies and SOPs.

Skills

Windows 10/11 troubleshooting

Desktop hardware troubleshooting

Microsoft 365 apps

VPN and networking basics

PC imaging and deployment

Peripheral devices support

Active Directory / Entra ID

ITSM tools (ServiceNow/Remedy)

ITIL processes

Education

CompTIA A+ certification

Network+ certification

Microsoft 365 certification

ITIL Foundation

Tools

ServiceNow

Remedy

Job description

Work Model: On-site

Experience: 3–5+ years

Service Area: Field Service Operations (FSO) / Deskside Support (DSS)

Role Overview:

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 elevate 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.
• Certifications such as CompTIA A+, Network+, Microsoft 365, or ITIL Foundation are desirable.
• 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.