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IT Support Engineer

Sybex Support Services Inc.
  • Albany, NY
  • $25–$26
  • Quick Apply
1 day ago

Job Description

Job Description: Field Engineer End User Devices & Hands and Feet Support
Key Responsibilities:-
End-User Device Support-
  • Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.
  • Perform hardware diagnostics, repairs, upgrades, and installations.
  • Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.
  • Configure and provision end-user devices based on organizational standards.
Hands and Feet Support-
  • Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.
  • Perform basic network troubleshooting and assist in resolving connectivity issues.
  • Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections.
Incident and Request Management-
  • Respond promptly to service requests and incidents raised by end users or IT teams.
  • Document and escalate unresolved issues to higher-level support teams.
  • Ensure timely resolution of issues within defined SLAs.
Inventory and Asset Management-
  • Maintain accurate records of IT assets, including end-user devices and peripherals.
  • Assist in tracking and managing inventory levels for spare parts and equipment.
Required Skills and Qualifications-
  • Proven experience in providing on-site support for end-user devices and IT hardware.
  • Strong knowledge of Windows, macOS, and mobile operating systems.
  • Hands-on experience with hardware diagnostics, repairs, and installations.
  • Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting.
  • Familiarity with IT service management tools and ticketing systems.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
Preferred Skills (Good-to-Have)-
  • Certifications such as CompTIA A+, ITIL Foundation, or equivalent.
  • Experience with Active Directory, OAice 365, and remote support tools.
  • Knowledge of server hardware and basic data center operations.
  • Familiarity with imaging and deployment tools (e.g., SCCM, MDT).
  • Experience in working in multi-site environments.
Work Environment-
  • Requires travel to various locations to provide on-site support.
  • Ability to lift and move IT equipment as needed.
  • Availability for on-call support and flexible working hours.
Key Activities-
  • On-site & remote deskside support for dedicated sites
  • 24 5 coverage with on call for off-hours; project off-hour support
  • User training and onboarding/oAboarding (JML)
  • Site documentation (floor plans, architecture)
  • Asset & equipment management (inventory, refreshes, storage/distribution/disposal)
  • Smart Hands (printers, network, voice, servers)
  • Data/server room upkeep
  • Conference room A/V & Teams Rooms support
  • Mobile phone support
  • VIP support
  • GMP & non-GMP lab systems support (hardware, software, user accounts)
  • SLA tracking and reporting

Numbers & Facts

LocationAlbany, NY
Salary$25–$26

Skills

  • Asset Managementunmatched
  • Audioconferencingunmatched
  • Audiovisualunmatched
  • Cellular Telephoneunmatched
  • Communication Skillsunmatched
  • CompTIA - Computing Technology Industry Associationunmatched
  • CompTIA A+unmatched
  • Desktop PCunmatched
  • Documentation Planunmatched
  • GMP (Good Manufacturing Practices)unmatched
  • Hardware Administrationunmatched
  • Hardware Repairunmatched
  • Help Deskunmatched
  • IT Service Management (ITSM)unmatched
  • ITIL (IT Infrastructure Library)unmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Interpersonal Skillsunmatched
  • Inventory Levelsunmatched
  • Inventory Managementunmatched
  • Laboratory Systemsunmatched
  • Laptop PCunmatched
  • Local Area Network (LAN)unmatched
  • Mac Operating Systemunmatched
  • Maintenance Servicesunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Windows Operating Systemunmatched
  • Mobile Devicesunmatched
  • Mobile Operating Systemunmatched
  • Network Administration/Managementunmatched
  • Network Operations Centerunmatched
  • Network Supportunmatched
  • On Callunmatched
  • On Site Supportunmatched
  • Onboardingunmatched
  • Operating Systemsunmatched
  • Peripheral Hardwareunmatched
  • Printersunmatched
  • Problem Solving Skillsunmatched
  • Record Keepingunmatched
  • Sales/Support Engineering (SE)unmatched
  • Server Hardwareunmatched
  • Server Supportunmatched
  • Service Level Agreement (SLA)unmatched
  • Software Administrationunmatched
  • Software Patchesunmatched
  • System Center Configuration Manager (SCCM)unmatched
  • Systems Administration/Managementunmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • Videoconferencingunmatched
  • Wi-Fiunmatched
  • Wide Area Network (WAN)unmatched
  • Willing to Travelunmatched

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