Field Support Engineer

The Desktop Support Associate provides high-quality, front-line technical assistance to internal end-users. This role is responsible for installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment to ensure optimal workstation performance. They troubleshoot problem areas in person, by telephone, or via remote access tools in a timely and accurate fashion. This process will be governed through a ticketing tool which will be the single source of truth.

Job Description:

1. Provide technical support for workstations, laptops, smartphones, tablets, printers, and peripherals.
2. Contacting clients to find out the nature of the problem.
3. Respond to assigned IT tickets within established Service Level Agreements (SLAs).
4. Troubleshoot complex hardware and software issues, escalating to other resolver groups/vendor support when necessary.
5. Traveling to the client’s location or connecting via a remote link.
6. Deliver "white-glove" technical support to Executive/VIP personnel with minimal business disruption.
7. Set up, configure, and deploy new-hire hardware using automated imaging tools (e.g., Microsoft Intune, SCCM, Autopilot).
8. Assist in setting up meeting rooms, video conferencing equipment (e.g., Teams Rooms, Zoom Rooms), and local AV systems.
9. Troubleshooting hardware and software issues.
10. Installing and maintaining hardware and computer peripherals.
11. Installing and upgrading operating systems and computer software.
12. Troubleshooting networking and connection issues.
13. Maintain an accurate, up-to-date inventory of all physical assets (laptops, monitors, peripherals, licensing) in the CMDB/asset inventory tracker.
14. Advising on software or hardware upgrades.
15. Providing basic training in computer operation and management.
16. Document all ticket resolutions, troubleshooting steps, and root-cause analyses thoroughly in the ITSM tool
17. Troubleshooting of Cisco and wireless technology, network routing and switching
18. Coordinate with higher, peer and subordinate elements to troubleshoot, modify or establish LAN/Voice/Video services in support of the mission.
19. Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network (where applicable)
20. Collaborate with different client departments, Central Operations and leadership team to coordinate, schedule, install, configure, integrate, and analyze end user hardware and/or software, devices, peripherals, and applications.
21. Provide local IT asset management support and administration in accordance policies and procedures in place. Execute the provision of disposal; removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.

Responsibilities:
Responding to client support requests. Contacting clients to find out the nature of the problem.
Traveling to the client’s location or connecting via a remote link.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Troubleshooting networking and connection issues.
Advising on software or hardware upgrades.
Providing basic training in computer operation and management.
Completing job reports and ordering supplies.

Desktop Support Engineer Requirements:
Bachelor’s degree or Diploma in computer science or information technology.
Proven work experience as a desktop support engineer or support technician.
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Knowledge of popular operating systems, software applications, and remote connection systems.
Ability to solve complex hardware and software issues.
Ability to travel and work after hours when necessary.
Excellent interpersonal skills.
Good written and verbal communication skills.