IT Field Services / Deskside Support Engineer

Title: IT Field Services / Deskside Support Engineer

Location: 100% On-site(Newark, NJ)

Duration: Long-term

We are seeking an IT Field Services / Deskside Support Engineer to provide hands-on technical support to employees and field teams. The role involves diagnosing and resolving hardware, software, mobile-device, and connectivity issues, deploying and refreshing endpoints, and managing incidents and service requests to ensure reliable IT support.

This is a long-term role with a standard schedule of 8 hours per day, 40 hours per week. Occasional overtime may be required.

Work hours may vary and may fall within one of the following schedules:

• 7:00 AM–3:00 PM
• 7:30 AM–3:30 PM
• 8:00 AM–4:00 PM
• 8:30 AM–4:30 PM
• 9:00 AM–5:00 PM

Key Responsibilities:

• Provide hands-on enterprise IT support to business partners, stakeholders, employees, and field technicians.
• Troubleshoot complex hardware, software, OS, and connectivity issues, escalating when necessary.
• Execute device patching, imaging, software deployment, configuration, and endpoint lifecycle management.
• Manage ServiceNow incidents and service requests accurately while meeting agreed service level agreements.
• Maintain precise hardware asset and inventory records, covering assignments, stock levels, and lifecycle status.
• Coordinate end-of-life hardware refreshes, including planning, deployment, collection, and user communication.
• Execute domain management tasks, including joining and removing devices using Active Directory.
• Drive continuous improvement by identifying and recommending enhancements to field-service processes.
• Analyze field-service performance metrics, customer satisfaction, and resource utilization to report on KPIs and trends.
• Create, update, and maintain knowledge-based articles, FAQs, and troubleshooting procedures.
• Manage vendor service requests and coordinate equipment issue resolution.
• Ensure compliance with company policies, security requirements, and regulatory obligations.

Required Skills:

• 5+ years of experience in IT field service, desktop support, endpoint support, or a related technical support role.
• Hands-on expertise in diagnosing and resolving complex, multi-tier end-user IT issues.
• Experience in supporting Windows, macOS, iOS, and Microsoft 365 environments.
• Hands-on experience with device imaging, security patching, software deployment, and hardware lifecycle refreshes.
• Familiarity managing incidents and service requests within ServiceNow (or equivalent ITSM platforms).
• Working knowledge of structured cabling, physical workstation setup, and IT asset management.
• Strong analytical skills to interpret operational data, track metrics, and report on trends.
• Ability to create clear knowledge-based articles, FAQs, and troubleshooting guides.
• Experience coordinating vendor service requests and third-party equipment resolutions.
• Understanding of enterprise IT security policies, compliance standards, and regulatory requirements.
• Strong interpersonal and customer service skills, with the confidence to communicate complex technical issues clearly to senior leadership.
• Flexibility to travel between local client sites as needed.