Field Support Engineer - End User

The Deskside Support Technician will provide hands-on, onsite technical support to end users at the corporate headquarters. This position will serve as the primary onsite resolver for hardware, software, connectivity, executive support, and AV-related issues that cannot be resolved remotely.Key ResponsibilitiesProvide L2/L3 deskside support for Windows/macOS, hardware, software, peripherals, and connectivity issues.Resolve escalated Service Desk tickets within SLA/SLO targets and maintain accurate ticket documentation.Perform device imaging, configuration, deployment, refresh, and decommissioning using Microsoft Intune and/or Jamf.Support employee onboarding/offboarding (JML), including device provisioning and account readiness.Troubleshoot laptops, desktops, monitors, mobile devices, and peripherals; coordinate warranty repairs.Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.Maintain ITSM asset inventory, tagging, and audit compliance.Identify recurring incidents and contribute root-cause findings to Problem Management.Support endpoint patch compliance and security posture.Contribute to continual service improvement and knowledge-base documentation.White Glove / Executive SupportProvide dedicated, high-priority support to C-suite, VP-level, and VIP users.Own executive device lifecycle activities including pre-staging, configuration, deployment, and refresh.Act as the primary EUS escalation point for executive users at HQ.Perform proactive device health checks and technology readiness checks.Coordinate with Executive Assistants and Chiefs of Staff for executive travel, meetings, and events.Audiovisual (AV) SupportSupport conference rooms, boardrooms, all-hands spaces, and huddle rooms.Troubleshoot video walls, projectors, displays, microphones, speakers, room control systems, and related AV equipment.Support Microsoft Teams Rooms, Zoom Rooms, and Cisco Webex.Troubleshoot AV hardware including Poly, Logitech, Crestron, Extron, and Biamp.Perform pre-event readiness checks for town halls, board meetings, executive briefings, and large events.Maintain AV documentation, cable management standards, and room configuration records.Coordinate vendor escalations for AV break/fix issues.Support AV deployments and room refresh projects with Facilities and IT Infrastructure.Monitor room health using platforms such as Logitech Sync, DTEN, or equivalent.Required Skills & Experience4+ years of enterprise IT/deskside support experience.Experience supporting senior stakeholders, executives, or VIP users.Strong knowledge of Microsoft Teams Rooms, Zoom Rooms, Webex, and AV hardware.Strong Windows 10/11 and macOS troubleshooting experience.Knowledge of Active Directory / Azure AD / Entra ID.Hands-on experience with Microsoft Intune, Autopilot, compliance policies, and application deployment and/or Jamf.M365 support experience with Outlook, Teams, OneDrive, and SharePoint.Experience with ServiceNow, Remedy, or other ITSM platforms.Strong hardware troubleshooting across Dell, HP, Lenovo, and Apple devices.Excellent customer service and communication skills.Ability to work independently and manage multiple priorities in a fast-paced corporate HQ environment.Preferred QualificationsMicrosoft Certified: Modern Desktop Administrator Associate or equivalent.ITIL Foundation certification.Experience with DEX/observability tools such as SysTrack or Nexthink.PowerShell scripting experience.Experience supporting VDI/AVD environments.Mandatory SkillsAutomationAutomation & ScriptingAzure Automation ServicesVMware vRealize Automation – AdministrationSuccess MetricsSLA compliance, First Contact Resolution, and Mean Time to Resolve.Strong CSAT/XLA performance.High-quality ticket documentation and KB contributions.≥98% asset inventory accuracy.