Deskside Support

Astreya•Gaffney, SC

4d•$39,976 - $63,120•Onsite

About The Position

This is a hands-on, fully onsite lead role providing desktop support across office and factory environments. The lead is expected to be physically present at the customer location daily, actively performing field support while overseeing desktop operations for the site. The role serves as the primary point of accountability for desktop support at the site and requires strong Windows troubleshooting and basic network diagnostics.

Requirements

5–7 years of desktop support and field services experience.
Experience supporting Windows 11.
Experience troubleshooting laptop and desktop hardware.
Experience supporting printers.
2–3 years of experience with audio-visual devices, Cisco video conferencing devices, and telephony.
1–2 years of operations management or lead experience, including work assignment, reporting, escalation handling, root cause analysis, and documentation.
Strong Windows troubleshooting skills and basic network diagnostic skills.

Responsibilities

Provide onsite break/fix support, deployments, and escalations for laptops, desktops, rugged factory devices, HP and Lexmark printers, handheld scanners, and conference room A/V systems.
Serve as the primary point of accountability for desktop support at the site.
Monitor and assign tickets through ITSM tools, managing queues, priorities, and escalations.
Perform incident management, conduct root cause analysis for major incidents, and drive issue prevention.
Create and maintain SOPs, runbooks, and knowledge articles.
Use SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
Apply Windows troubleshooting skills and basic network diagnostics to restore services quickly.
Manage work assignments, reporting, and escalation handling.

Benefits

Medical insurance through UHC (PPO, HSA, and Surest options) or Kaiser (HMO option for California employees only).
Dental insurance through UHC.
Vision insurance through Nationwide Vision by UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter benefit for parking and transit, depending on location.
Continuing education and professional development through platforms such as Udemy and Coursera.
Corporate wellness program.
Employee Assistance Program.
Wellness Days.
401(k) plan.
Basic and supplemental life insurance.
Short-term and long-term disability insurance.
Critical illness, critical hospital, and voluntary accident insurance.
Tuition reimbursement, available after six months and subject to a cap.
Paid Time Off, accrued and prorated, up to 120 hours annually.
Paid holidays.
Statutory leaves, paid time, and other ancillary benefits required under state and federal law.