Desktop Support Technician
Job Title: Field Support EngineerLocation: Cambridge MAJob SummaryWe are seeking a Field Support Engineer with 3–5 years of experience in IT support, desktop engineering, systems support, or infrastructure. The ideal candidate will have strong hands-on experience supporting Windows environments, troubleshooting hardware/software issues, performing workstation deployments, and supporting Windows 10 to Windows 11 migrations.This role will work onsite to assess existing workstations, collect hardware and application information, perform Windows 11 upgrades/replacements, and ensure applications, instruments, peripherals, and network connectivity function properly after migration.Required Skills & Experience3–5 years of relevant experience in IT support, desktop engineering, systems support, or infrastructure.Strong hands-on experience with Windows 10 and Windows 11 troubleshooting.Experience with Windows workstation:InstallationConfigurationAdministrationStrong software installation and troubleshooting experience.Hardware and peripheral troubleshooting.Experience with Windows device drivers and Device Manager.Knowledge of Active Directory and domain-joined workstation environments.Strong understanding of network troubleshooting fundamentals, including:TCP/IPDNSDHCPNetwork sharesUnderstanding of user/group permissions and local security concepts.Experience troubleshooting application and operating-system compatibility issues.Knowledge of backup, restoration, and data migration fundamentals.Ability to interpret technical documentation and execute defined technical procedures.Strong documentation and technical communication skills.Ability to independently troubleshoot technical issues and escalate appropriately.Ability to collaborate with application owners, infrastructure teams, vendors, and end users.Ability to work 100% onsite and support scheduled deployment activities as required.Key ResponsibilitiesPerform technical assessments of existing Windows 10 workstations to determine Windows 11 upgrade or replacement requirements.Capture and maintain workstation information, including:Asset detailsOperating systemInstalled applicationsApplication versionsConnected instruments and peripheralsInterfacesOther information required for the migration assessmentAssess hardware and software readiness for Windows 11 and identify compatibility issues requiring remediation or vendor confirmation.Support replacement of legacy workstations with enterprise-standard Windows 11 systems where in-place upgrades are not appropriate.Build, configure, and prepare Windows 11 workstations according to approved enterprise standards and project procedures.Install and configure business, laboratory, instrument-control, and supporting software using approved installation packages and vendor documentation.Migrate approved application configurations, local data, instrument configurations, communication settings, and other required system components.Verify connectivity between Windows 11 workstations and:InstrumentsPeripheralsNetwork resourcesApplication serversDatabasesPrintersFile sharesOther required servicesTroubleshoot Windows, drivers, services, applications, network connectivity, permissions, device communications, and peripheral compatibility issues.Coordinate with software and instrument vendors regarding Windows 11 compatibility, supported application versions, drivers, licensing, installation requirements, and upgrade procedures.Support pre-upgrade backup activities and ensure appropriate recovery/rollback procedures are available before production changes.Execute workstation upgrades and replacements using approved implementation procedures, change controls, work instructions, and project schedules.Support Active Directory/domain integration and applicable enterprise security and endpoint-management requirements.Coordinate with infrastructure and cybersecurity teams regarding endpoint configuration, security agents, network requirements, firewall requirements, access groups, and enterprise services.Support application owners and end users during post-upgrade functional verification.Work with Validation and Quality teams on validated or regulated systems when technical information or execution support is required.Document assessment results, implementation activities, configurations, issues, resolutions, and completion status.Identify technical risks, compatibility concerns, dependencies, and blockers and escalate them to the project technical lead.Follow approved SOPs, work instructions, change-management procedures, data-integrity requirements, cybersecurity requirements, and applicable GxP practices.Participate in project meetings, technical reviews, knowledge-transfer sessions, and deployment planning.Maintain accurate project status and communicate system readiness, blockers, vendor dependencies, and deployment outcomes.Support multiple workstation upgrades according to project priorities while minimizing disruption to laboratory and business operations.Additional InformationThis is an individual onsite Field Support Engineer role responsible for collecting the required information for the Windows 10 to Windows 11 migration, including workstation hardware details, installed applications, application versions, connected instruments/peripherals, and other technical information required by the Statement of Work and migration plan.100% onsite in Pearl River, NY. No subcontracting permitted.