Lead Field Support Engineer

Hudson Valley Credit Union•Poughkeepsie, NY

1d•Onsite

About The Position

Hudson Valley Credit Union is currently recruiting for the position of Lead Field Support Engineer. Primary Functions: Lead the delivery and execution of on-site IT support services across Hudson Valley Credit Union’s branch and facility locations. This role is responsible for bridging end-user support, infrastructure deployment, and operational field services to ensure timely resolution of issues, successful technology rollouts, and high levels of employee satisfaction. Own on-site escalation support for all branch and facility locations, ensuring timely response, issue resolution, and communication for incidents impacting business operations The IT Field Support Lead will help oversee field service activities including desktop support, hardware deployment, and physical infrastructure tasks such as racking and stacking equipment. This role serves as a key escalation point for complex end-user and site issues, while coordinating with Service Desk, Infrastructure, and vendor partners. The ideal candidate combines strong hands-on technical capabilities with leadership, prioritization, and customer service skills, ensuring both operational efficiency and a high-quality end-user experience.

Requirements

Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience in Information Technology, Computer Science or related field required.
Minimum 5 years of experience in IT support, field services, or infrastructure operations required
Minimum 3 years experience supporting endpoint technologies (desktop, laptop, mobile) required.
Minimum 2 years experience performing physical infrastructure work (rack/stack, cabling, installations) required.
Experience supporting Microsoft 365, Intune, and endpoint management tools required.

Nice To Haves

Experience working in distributed environments (branch or multi-site support) preferred.
Experience in financial services or regulated environments preferred.

Responsibilities

Resolve Tier 1–3 incidents and service requests requiring physical presence.
Perform desktop/laptop deployment, swaps, upgrades, and repairs. Provide onsite support for peripherals including printers, scanners, signature pads, and branch-specific devices. Support onboarding and offboarding activities, including device setup and user readiness.
Provide support for Microsoft Intune-managed endpoints and endpoint protection tools (AVD).
Serve as an escalation point for complex desktop and user experience issues. Ensure adherence to SLA targets and proper ticket documentation within ServiceNow.
Perform rack and stack of servers, network equipment, and patch panels. Execute structured cabling, labeling, and cable management best practices. Support network and infrastructure teams with site installs, upgrades, and relocations.
Conduct site assessments, equipment audits, and environment checks. Validate and update asset and configuration data. Assist in hardware lifecycle management, including deployment and decommissioning.
Assist in Disaster Recovery testing and execution
Coordinate vendors for installations, maintenance, and support activities. Provide on-site escorting and oversight for third-party personnel.
Participate in incident response efforts requiring on-site validation or remediation.
Maintain accurate asset tracking and documentation in ServiceNow.
Assist in executing standard changes and technology rollout activities across branches. Identify recurring issues and partner with Problem Management for root cause resolution.
Lead and coordinate field support technicians, including daily prioritization, escalation handling, and workload distribution. Partner with Service Desk and Infrastructure teams to prioritize and route field service work across a geographically distributed branch network.
Drive consistency in field service processes, documentation, and execution standards. Provide mentorship and guidance to junior team members.
Support continuous improvement efforts aligned with ITIL practices and ServiceNow workflows. Assist leadership in capacity planning, workload balancing, and service optimization
Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
Responsible for regular and predictable attendance including punctuality.