Desktop Support Engineer

Location: Bethlehem, Pennsylvania
Work Model: Onsite
Duration: 12+ Months

Job Summary

We are seeking an experienced Field Service Agent / Desktop Support Engineer to provide onsite end-user computing (EUC) and desktop support services in a warehouse / distribution center environment. The ideal candidate will have strong hands-on experience supporting desktops, laptops, printers, network troubleshooting, asset management, and end-user technical support.

This role requires a customer-focused technical professional capable of supporting high-volume operational environments, troubleshooting critical hardware/software issues, and ensuring smooth day-to-day IT operations.

Key Responsibilities

End-User Support & Desktop Engineering

• Provide onsite technical support for:
  • Desktops
  • Laptops
  • Workstations
  • Mobile devices
  • End-user computing equipment
• Troubleshoot hardware and software issues in accordance with defined SLAs.
• Diagnose and resolve desktop performance, connectivity, and system-related issues.
• Deploy, configure, and maintain EUC devices and peripherals.

Printer & Warehouse Device Support

• Troubleshoot, maintain, and support warehouse printer infrastructure.
• Perform daily health checks for:
  • 300+ warehouse printers
  • 150+ workstation systems
• Support printer installations, maintenance, troubleshooting, and replacements.
• Ensure operational continuity for warehouse technology infrastructure.

Warehouse / Distribution Center IT Support

• Provide technical support within warehouse / distribution center operations.
• Work closely with operations teams to minimize technology disruptions.
• Support operational systems and proprietary warehouse applications.
• Provide technical guidance to improve operational efficiency through technology.

Incident Management & Troubleshooting

• Respond to technical incidents, user requests, and escalations.
• Troubleshoot:
  • Desktop hardware issues
  • Printer failures
  • Laptop issues
  • Mobile device issues
  • Basic network connectivity issues
• Maintain high customer satisfaction through effective issue resolution.

Asset Management & Inventory Control

• Manage IT stockroom operations and inventory.
• Track lifecycle management for:
  • End-user devices
  • Hardware assets
  • Equipment disposal / replacement
  • Spare inventory
• Maintain accurate asset records and inventory reporting.

Service Management

• Use ServiceNow for:
  • Incident tracking
  • Service requests
  • Ticket management
  • Escalation coordination
• Ensure SLA adherence and proper issue documentation.

User Training & Onboarding Support

• Train new employees on:
  • Internal IT procedures
  • Operational technology usage
  • Proprietary software / systems
  • End-user support processes
• Provide technical guidance to warehouse users and operational teams.

Customer Support & Communication

• Serve as a primary technical point of contact for the site.
• Handle customer inquiries, complaints, escalations, and service follow-ups.
• Communicate technical issues clearly to both technical and non-technical users.

Required Skills

• Desktop Support
• End User Computing (EUC)
• Printer Troubleshooting
• Laptop / Desktop Support
• Hardware Installation & Maintenance
• ServiceNow
• Basic Network Troubleshooting
• Incident Management
• Asset Management
• IT Inventory Management

Preferred Skills

• Warehouse / Distribution Center IT support
• Mobile device troubleshooting
• Operational technology support
• User onboarding / training
• Customer-facing technical support

Experience

3–8+ years of experience, including:

• Desktop / field support engineering
• Warehouse or distribution center technical support
• End-user infrastructure support