Deskside Support

Astreya•Gaffney, SC

3d•Onsite

About The Position

This is a hands-on, fully onsite field services and desktop support lead role serving a customer site across office and factory environments. The lead is expected to be physically present at the customer location daily, directly provide field support, and oversee desktop support operations for the site. The role covers break/fix support, deployments, escalations, ticket management, incident response, root-cause analysis, documentation, and endpoint support using tools including SCCM, IT Shop, and Nexthink.

Requirements

5–7 years of desktop support and field services experience.
Experience supporting Windows 11.
Laptop and desktop hardware troubleshooting experience.
Printer support experience.
2–3 years of experience troubleshooting Cisco video-conferencing devices.
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 diagnostics.
Ability to work onsite at the customer location daily.

Responsibilities

Provide hands-on onsite break/fix support, deployments, and escalation support for laptops, desktops, rugged factory devices, HP and Lexmark printers, handheld scanners, and conference room A/V systems.
Act as the primary point of accountability for desktop support at the site.
Monitor and assign tickets through ITSM tools, and manage queues, priorities, and escalations.
Perform incident management and 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.
Oversee desktop operations for the site.

Benefits

Medical coverage through UHC (PPO, HSA, and Surest options) or, for California employees only, Kaiser (HMO option).
Dental coverage through UHC Nationwide.
Vision coverage through 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 provided by Goomi Group.
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 six months after the start date and capped.
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.