Field Support Engineer

Position Summary

Seeking a customer-focused Field Support Engineer to provide onsite End User Computing and IT support across Kennewick region. The role requires strong EUC technical depth, ServiceNow discipline, SLA ownership, and the ability to support users in office, warehouse, and manufacturing plant environments.

Key Responsibilities

• Provide onsite L2/L3 deskside support for desktops, laptops, docking stations, mobile devices, printers, scanners, peripherals, and collaboration devices.
• Perform Windows laptop and desktop imaging, provisioning, hardware deployment, refresh, break/fix, asset recovery, and secure decommissioning activities.
• Support Intune, Autopilot, SCCM/MECM, Microsoft 365, endpoint compliance, patching, software deployment, and device health troubleshooting.
• Manage incidents, service requests, IMAC activities, and technical escalations through ServiceNow while maintaining SLA/OLA compliance.
• Monitor assigned ticket queues, prioritize work based on business impact, provide timely user updates, and maintain accurate ticket documentation.
• Troubleshoot Windows OS, VPN, Wi-Fi, LAN connectivity, printers, scanners, conference rooms, Teams Rooms, AV equipment, and end-user applications.
• Maintain accurate asset inventory, CMDB records, site documentation, knowledge articles, and operational reporting.
• Coordinate with EUC, network, infrastructure, cybersecurity, vendors, and OEM partners to resolve escalations and recurring issues.
• Participate in incident trend analysis, root cause reviews, problem management, automation opportunities, and continuous service improvement activities.

Travel & Working Conditions

• Frequent local travel between Kennewick-area hubs, plant locations, warehouses, and nearby customer sites.
• Valid driver's license and ability to travel between supported locations as business needs require.
• Comfortable walking production floors, warehouses, and administrative buildings throughout the workday.
• Must follow plant safety, access control, PPE, food safety, and customer site procedures.
• Availability for planned after-hours work, weekend support, and on-call escalation as required.
• Ability to lift, move, and install IT equipment up to approximately 25 lbs / 11 kg.

Required Skills & Qualifications

• 4-7+ years of Field Services, EUC, Desktop Support, or Site IT Support experience.
• Strong End User Computing knowledge across Windows 10/11, Microsoft 365, laptops, desktops, mobile devices, peripherals, and printers.
• Hands-on experience with ServiceNow Incident, Request, Asset, Knowledge, and Change Management modules.
• Demonstrated ability to manage tickets within SLA targets and provide proactive customer communication.
• Working knowledge of Intune, Autopilot, SCCM/MECM, endpoint security, patching, and software deployment.
• Basic LAN/WAN, Wi-Fi, TCP/IP, VPN, and printer troubleshooting knowledge.
• Understanding of ITIL processes including Incident, Request, Problem, Change, Asset, and Knowledge Management.
• Strong customer service, stakeholder management, verbal communication, written communication, and documentation skills.

Preferred Attributes / Certifications

• Experience supporting manufacturing, warehouse, food processing, or other industrial plant environments.
• Customer-first mindset with strong ownership, accountability, urgency, and attention to detail.
• Ability to work independently with minimal supervision and support geographically dispersed locations.
• ITIL Foundation certification preferred.
• Microsoft Endpoint Administrator Associate / Microsoft 365 Modern Desktop certification preferred.
• ServiceNow CSA, CompTIA A+, or Network+ certification preferred.

Key Performance Expectations

• Maintain SLA compliance at or above agreed contractual targets.
• Improve customer satisfaction through proactive communication and first-time-right resolution.
• Maintain accurate ticket notes, asset records, knowledge articles, and closure documentation.
• Support reduction in repeat incidents through trend analysis, problem management, and shift-left recommendations.
• Follow customer security, safety, change, and plant access procedures at all times.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.