Lead Field Support Engineer

Hvcu; Town of Poughkeepsie (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Base & Variable Pay Structures

Paid Personal, Holiday & VolunteerTime

Professional Development & Training

Student Loan Repayment & Tuition Reimb

Medical, Dental & Vision Coverage

401(k) With Employer Match & Non-Elect

Life, Short-term & Long-term Disabilit

Discounted Loan Rates & Fees

Job summary

Hudson Valley Credit Union is seeking a Lead Field Support Engineer to lead on-site IT support across branch and facility locations. This role bridges end-user support, infrastructure deployment, and field services to ensure timely issue resolution and successful technology rollouts.

You will own on-site escalation, coordinate with Service Desk and vendors, and mentor field technicians while aligning with ITIL practices and asset management.

Qualifications

• Minimum 5 years IT support, field services, or infrastructure operations.
• Minimum 3 years supporting endpoint technologies (desktop, laptop, mobile).
• 2+ years performing physical infrastructure work (rack/stack, cabling, installations).
• Experience with Microsoft 365, Intune, and endpoint management tools.
• Experience in distributed multi-site environments preferred.

Responsibilities

• Resolve Tier 1–3 incidents requiring on-site presence.
• Perform desktop/laptop deployment, upgrades, and on-site peripheral support.
• Provide on-site support for printers, scanners, signature pads at branches.
• Coordinate with Service Desk, Infrastructure, and vendors for site installs and relocations.
• Lead field service technicians and prioritize workload across branches.
• Maintain asset tracking and documentation in ServiceNow.
• Assist in disaster recovery testing and implementation.
• Adhere to ITIL practices and participate in training.

Skills

IT support

Field services

Customer service

Vendor coordination

Education

Bachelor’s Degree or equivalent experience

Tools

Microsoft 365

Intune

ServiceNow

Networking equipment

Job description

Overview

Hudson Valley Credit Union is currently recruiting for the position ofLead Field Support Engineer. Primary Functions:Lead the delivery and execution of on-site IT support services across Hudson Valley Credit Union’s branch and facility locations. This role is responsible for bridging end-user support, infrastructure deployment, and operational field services to ensure timely resolution of issues, successful technology rollouts, and high levels of employee satisfaction. Own on-site escalation support for all branch and facility locations, ensuring timely response, issue resolution, and communication for incidents impacting business operationsThe IT Field Support Lead will help oversee field service activities including desktop support, hardware deployment, and physical infrastructure tasks such as racking and stacking equipment. This role serves as a key escalation point for complex end-user and site issues, while coordinating with Service Desk, Infrastructure, and vendor partners.The ideal candidate combines strong hands-on technical capabilities with leadership, prioritization, and customer service skills, ensuring both operational efficiency and a high-quality end-user experience.

Responsibilities

• Resolve Tier 1–3 incidents and service requests requiring physical presence.
• Perform desktop/laptop deployment, swaps, upgrades, and repairs. Provide onsite support for peripherals including printers, scanners, signature pads, and branch-specific devices. Support onboarding and offboarding activities, including device setup and user readiness.
• Provide support for Microsoft Intune-managed endpoints and endpoint protection tools (AVD).
• Serve as an escalation point for complex desktop and user experience issues. Ensure adherence to SLA targets and proper ticket documentation within ServiceNow.
• Perform rack and stack of servers, network equipment, and patch panels. Execute structured cabling, labeling, and cable management best practices. Support network and infrastructure teams with site installs, upgrades, and relocations.
• Conduct site assessments, equipment audits, and environment checks. Validate and update asset and configuration data. Assist in hardware lifecycle management, including deployment and decommissioning.
• Assist in Disaster Recovery testing and execution
• Coordinate vendors for installations, maintenance, and support activities. Provide on-site escorting and oversight for third-party personnel.
• Participate in incident response efforts requiring on-site validation or remediation.
• Maintain accurate asset tracking and documentation in ServiceNow.
• Assist in executing standard changes and technology rollout activities across branches. Identify recurring issues and partner with Problem Management for root cause resolution.
• Lead and coordinate field support technicians, including daily prioritization, escalation handling, and workload distribution. Partner with Service Desk and Infrastructure teams to prioritize and route field service work across a geographically distributed branch network.
• Drive consistency in field service processes, documentation, and execution standards. Provide mentorship and guidance to junior team members.
• Support continuous improvement efforts aligned with ITIL practices and ServiceNow workflows. Assist leadership in capacity planning, workload balancing, and service optimization
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
• Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
• Responsible for regular and predictable attendance including punctuality.

Qualifications

• Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience in Information Technology, Computer Science or related field required.
• Minimum 5 years of experience in IT support, field services, or infrastructure operations required
• Minimum 3 years experience supporting endpoint technologies (desktop, laptop, mobile) required.
• Minimum 2 years experience performing physical infrastructure work (rack/stack, cabling, installations) required.
• Experience supporting Microsoft 365, Intune, and endpoint management tools required.
• Experience working in distributed environments (branch or multi-site support) preferred.
• Experience in financial services or regulated environments preferred.

Why Choose HVCU?

Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!

Employee Perks:

• Base & Variable Pay Structures

• Paid Personal, Holiday & Volunteer Time Off

• Professional Development & Training

• Student Loan Repayment & Tuition Reimbursement Programs

• Medical, Dental & Vision Coverage

• 401(k) With Employer Match & Non-Elective Employer Contribution

• Life, Short-term & Long-term Disability Insurances

• Discounted Loan Rates & Fees

Hudson Valley Federal Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.