Job Title: Desktop Support
Location: Baltimore, MD
Duration: 6+ Months
Job Type: Temporary Assignment
Work Type: Onsite – 5 days/week
Role Summary:
The Onsite Field Support Engineer will provide hands-on technical support to end users at the client location. The role involves desktop and hardware troubleshooting, VDI support, Microsoft 365, ServiceNow/ITSM, device deployment, asset management, AV support, and other onsite IT operations.
Role Summary
The Onsite Field Support Engineer will provide dedicated technical field support at designated client locations. The role will support end-user services, incident response, physical device maintenance, AV and collaboration systems, asset lifecycle activities, and onsite ITSM support. The resource will act as an onsite field engineer embedded within client facilities while also supporting remote ITSM queue participation as part of the broader global operations model.
Key Responsibilities
1. End User and Incident Support
• Provide onsite technical support for end users, including desktops, laptops, mobile devices, printers, peripherals, and supported operating systems.
• Respond to and resolve onsite incidents across labs, EUCC environments, AV systems, and other assigned onsite support areas.
• Participate in ITSM incident queues for prioritized tickets requiring physical touch, triage, verification, or onsite resolution.
• Troubleshoot hardware, operating system, application, connectivity, and access-related issues escalated from Level 1 support.
2. Device and Endpoint Management
• Configure, deploy, maintain, and support corporate workstations, laptops, and mobile devices.
• Support software installations, upgrades, patching, and endpoint connectivity to virtual desktop and remote access solutions.
• Maintain hardware inventory, asset records, imaging, asset tagging, issuance, and return activities in ServiceNow.
• Support IMACD activities, including install, move, add, change, and decommission activities for end-user devices.
3. VDI and Remote Workspace Support
• Provide support for VDI environments such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
• Troubleshoot VDI session connectivity, authentication, profile loading, performance, latency, and application access issues.
• Coordinate with infrastructure and virtualization teams to escalate and resolve backend VDI platform issues.
4. AV, Collaboration, and Site Operations Support
• Maintain and troubleshoot AV endpoints, conference room systems, and meeting-space infrastructure.
• Coordinate with client IT teams and third-party vendors to support collaboration environments and onsite technology readiness.
• Maintain onsite stock and spares inventory, support hardware replacement readiness, and assist with device dispatch to remote users through the client courier process.
• Support quarterly physical asset audits and reconcile asset records with the ServiceNow CMDB.
• Provide support during new site setups, office moves, relocations, device refreshes, and peripheral deployments.
5. Security, Compliance, and Documentation
• Ensure endpoints and virtual desktop sessions comply with applicable security policies and regulatory requirements.
• Support multi-factor authentication, endpoint protection, encryption, and access control activities.
• Document troubleshooting steps, resolutions, and service updates within ServiceNow.
• Create and maintain technical documentation, knowledge base articles, and process improvement recommendations.
Required Qualifications:
Field Support Practitioner:
• 2 to 3 years of experience in desktop support, end-user computing, or IT support roles.
• Experience troubleshooting Windows desktop environments, enterprise applications, hardware, and ticketing tools.
• Hands-on experience supporting VDI platforms such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
• Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Strong communication and customer service skills.
Field Support Senior Practitioner:
• 4 to 5 years of experience in desktop support, end-user computing, or IT support roles.
• Strong experience troubleshooting desktop, hardware, enterprise application, VDI, and endpoint support issues.
• Ability to work independently on complex incidents and coordinate with infrastructure, virtualization, cybersecurity, and application teams.
Field Support Lead:
• 6 to 7 years of experience in desktop support, end-user computing, or IT support roles.
• Deep knowledge of Windows/macOS, Office 365, Active Directory, device management, and ticketing systems.
• Leadership experience mentoring technicians, coordinating workload, and escalating critical issues as required.
• Experience with incident management, root cause analysis, documentation, and process improvement initiatives.
Preferred Qualifications:
• Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation, Citrix, or VMware end-user computing certifications.
• Familiarity with Active Directory, group policies, identity management, Mac OS troubleshooting, and mobile device support.
• Strong communication, problem-solving, project coordination, data analysis, and team collaboration skills.
Key Competencies:
• Advanced troubleshooting and analytical skills.
• Customer-focused service delivery.
• Ability to support both physical endpoints and virtual desktop environments.
• Strong documentation and process discipline.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
Work Environment:
• The position requires full-time onsite presence five days per week.
• The role may require occasional after-hours support or on-call rotation for critical incidents.
• Some physical activity may be required, including installing, moving, or supporting IT equipment.
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