Onsite Support - Field Service

Join Our Team as an Onsite Support - Field Service Specialist!

Are you passionate about delivering exceptional onsite support and ensuring seamless IT operations? Join us as an Onsite Support - Field Service expert and be the backbone of our client locations, providing top-notch service and support.

The Role

The Onsite Support - Field Service role manages day-to-day onsite end-user support delivery across one or more client locations. The role owns delivery of IMAC requests, break-fix incidents, and infrastructure project support, and is accountable for SLA attainment and customer satisfaction.

Pay Rate Transparency

Pay Range: $40000 – $45000 / annum. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

What You'll Do

• Monitor team queues in the ITSM tool; assign, balance, and re-prioritize work based on impact, urgency, and SLA.
• Coordinate VIP and executive support, critical incidents, and site outages.
• Balance BAU tickets against project work so neither breaches commitments.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server, and vendor teams.
• Own fulfillment of Install, Move, Add, and Change requests for end-user devices and peripherals.
• Deliver and set up computers, peripherals, and software for end users.
• Image computers using bootable USB media and deploy them to end users.
• Oversee device refresh and redeployment across sites.
• Ensure accurate asset tagging, CMDB updates, and asset lifecycle records for every IMAC action.
• Take Level 1 and Level 2 calls and walk-ups from end users and log them in ServiceDesk Plus; resolve issues ranging from password resets to hardware and software troubleshooting.
• Provide desk-side support when issues require hands-on troubleshooting.
• Ensure timely resolution of desktop, laptop, printer, mobile, AV, and peripheral incidents.
• Escalate issues to the appropriate ServiceDesk Plus resolver groups.
• Coordinate with vendor technicians to repair hardware under warranty; manage spare-parts inventory.
• Drive problem management for recurring issues and implement permanent fixes.
• Manage user and computer assets using Active Directory, Microsoft System Center Configuration Manager (SCCM), ManageEngine, CrowdStrike, and Okta.
• Manage surplus out-of-warranty equipment: wipe hard drives, remove computer objects from the network, and prepare equipment for sale on GovDeals.
• Manage Webex accounts for Medicaid call center users.
• Plan onsite support for infrastructure projects: hardware refresh, OS and application migrations, office moves, network cutovers, and site build-outs.
• Participate in project planning, provide effort estimates and resource plans, and report progress against milestones.
• Coordinate after-hours and weekend change windows following the change management process.
• Ensure adherence to ITIL processes: incident, request, change, problem, asset, and knowledge management.
• Maintain site SOPs, runbooks, and knowledge articles; drive ticket quality audits.
• Identify continual service improvement and automation opportunities to reduce onsite effort.
• Ensure compliance with security, safety, and data-handling policies.

What You Bring

• 2-4 years in IT end-user / field services support.
• Working knowledge of incident, request, change, problem, and asset management.
• Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, or BMC Remedy/Helix, including queue management, dashboards, and reporting.
• Strong technical background in Windows and macOS endpoints, M365, Active Directory / Entra ID, Okta, CrowdStrike, Webex, printers, mobile devices, and basic networking.
• Working knowledge of endpoint management tools such as SCCM/MECM, ManageEngine, Intune, or JAMF, including imaging with bootable USB media.
• Demonstrated ability to manage competing priorities, SLAs, and escalations under pressure.
• Excellent communication and stakeholder management skills with end users, VIPs, and client leadership.
• Valid driver's license and ability to travel between sites; ability to lift up to 50 lbs.

Why Work With Us

• Be part of a dynamic team that values innovation and collaboration.
• Opportunities for professional growth and development.
• Work in a supportive environment where your contributions are recognized.

Equal Employment Opportunity

Pyramid Consulting, Inc. / Hoonr provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. By applying to our jobs, you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here.