Desktop Support Engineer

Desktop Support Engineer Location:

Bethlehem, Pennsylvania Work Model:

Onsite Duration:

12+ Months Job Summary We are seeking an experienced Field Service Agent / Desktop Support Engineer to provide onsite end-user computing (EUC) and desktop support services in a warehouse / distribution center environment. The ideal candidate will have strong hands-on experience supporting desktops, laptops, printers, network troubleshooting, asset management, and end-user technical support. This role requires a customer-focused technical professional capable of supporting high-volume operational environments, troubleshooting critical hardware/software issues, and ensuring smooth day-to-day IT operations. Key Responsibilities End-User Support & Desktop Engineering Provide onsite technical support for: Desktops Laptops Workstations Mobile devices End-user computing equipment Troubleshoot hardware and software issues in accordance with defined SLAs. Diagnose and resolve desktop performance, connectivity, and system-related issues. Deploy, configure, and maintain EUC devices and peripherals. Printer & Warehouse Device Support Troubleshoot, maintain, and support warehouse printer infrastructure.

Perform daily health checks for:

300+ warehouse printers 150+ workstation systems Support printer installations, maintenance, troubleshooting, and replacements. Ensure operational continuity for warehouse technology infrastructure.

Warehouse / Distribution

Center IT Support Provide technical support within warehouse / distribution center operations. Work closely with operations teams to minimize technology disruptions. Support operational systems and proprietary warehouse applications. Provide technical guidance to improve operational efficiency through technology. Incident Management & Troubleshooting Respond to technical incidents, user requests, and escalations.

Troubleshoot:

Desktop hardware issues Printer failures Laptop issues Mobile device issues Basic network connectivity issues Maintain high customer satisfaction through effective issue resolution. Asset Management & Inventory Control Manage IT stockroom operations and inventory.

Track lifecycle management for:

End-user devices Hardware assets Equipment disposal / replacement Spare inventory Maintain accurate asset records and inventory reporting.

Service Management Use ServiceNow for:

Incident tracking Service requests Ticket management Escalation coordination Ensure SLA adherence and proper issue documentation. User Training & Onboarding Support Train new employees on: Internal IT procedures Operational technology usage Proprietary software / systems End-user support processes Provide technical guidance to warehouse users and operational teams. Customer Support & Communication Serve as a primary technical point of contact for the site. Handle customer inquiries, complaints, escalations, and service follow-ups. Communicate technical issues clearly to both technical and non-technical users. Required Skills Desktop Support End User Computing (EUC) Printer Troubleshooting Laptop / Desktop Support Hardware Installation & Maintenance ServiceNow Basic Network Troubleshooting Incident Management Asset Management IT Inventory Management Preferred Skills Warehouse / Distribution Center IT support Mobile device troubleshooting Operational technology support User onboarding / training Customer-facing technical support Experience 3-8+ years of experience , including: Desktop / field support engineering Warehouse or distribution center technical support End-user infrastructure support