Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Job Title: L2 and L3 IT Field Services/Desktop Support
Duration: 6+ Months
Location: Baltimore, MD
Job Type: Temporary Assignment
Work Type: Onsite
Role Summary
The Onsite Field Support Engineer will provide dedicated technical field support at designated client locations. The role will support end-user services, incident response, physical device maintenance, AV and collaboration systems, asset lifecycle activities, and onsite ITSM support. The resource will act as an onsite field engineer embedded within client facilities while also supporting remote ITSM queue participation as part of the broader global operations model.
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Job Title: L2 and L3 IT Field Services/Desktop Support
Duration: 6+ Months
Location: Baltimore, MD
Job Type: Temporary Assignment
Work Type: Onsite
Role Summary
The Onsite Field Support Engineer will provide dedicated technical field support at designated client locations. The role will support end-user services, incident response, physical device maintenance, AV and collaboration systems, asset lifecycle activities, and onsite ITSM support. The resource will act as an onsite field engineer embedded within client facilities while also supporting remote ITSM queue participation as part of the broader global operations model.
Key Responsibilities
1. End User and Incident Support
Provide onsite technical support for end users, including desktops, laptops, mobile devices, printers, peripherals, and supported operating systems.
Respond to and resolve onsite incidents across labs, EUCC environments, AV systems, and other assigned onsite support areas.
Participate in ITSM incident queues for prioritized tickets requiring physical touch, triage, verification, or onsite resolution.
Troubleshoot hardware, operating system, application, connectivity, and access-related issues escalated from Level 1 support.
Provide onsite technical support for end users, including desktops, laptops, mobile devices, printers, peripherals, and supported operating systems.
Respond to and resolve onsite incidents across labs, EUCC environments, AV systems, and other assigned onsite support areas.
Participate in ITSM incident queues for prioritized tickets requiring physical touch, triage, verification, or onsite resolution.
Troubleshoot hardware, operating system, application, connectivity, and access-related issues escalated from Level 1 support.
2. Device and Endpoint Management
Configure, deploy, maintain, and support corporate workstations, laptops, and mobile devices.
Support software installations, upgrades, patching, and endpoint connectivity to virtual desktop and remote access solutions.
Maintain hardware inventory, asset records, imaging, asset tagging, issuance, and return activities in ServiceNow.
Support IMACD activities, including install, move, add, change, and decommission activities for end-user devices.
Configure, deploy, maintain, and support corporate workstations, laptops, and mobile devices.
Support software installations, upgrades, patching, and endpoint connectivity to virtual desktop and remote access solutions.
Maintain hardware inventory, asset records, imaging, asset tagging, issuance, and return activities in ServiceNow.
Support IMACD activities, including install, move, add, change, and decommission activities for end-user devices.
3. VDI and Remote Workspace Support
Provide support for VDI environments such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
Troubleshoot VDI session connectivity, authentication, profile loading, performance, latency, and application access issues.
Coordinate with infrastructure and virtualization teams to escalate and resolve backend VDI platform issues.
Provide support for VDI environments such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
Troubleshoot VDI session connectivity, authentication, profile loading, performance, latency, and application access issues.
Coordinate with infrastructure and virtualization teams to escalate and resolve backend VDI platform issues.
4. AV, Collaboration, and Site Operations Support
Maintain and troubleshoot AV endpoints, conference room systems, and meeting-space infrastructure.
Coordinate with client IT teams and third-party vendors to support collaboration environments and onsite technology readiness.
Maintain onsite stock and spares inventory, support hardware replacement readiness, and assist with device dispatch to remote users through the client courier process.
Support quarterly physical asset audits and reconcile asset records with the ServiceNow CMDB.
Provide support during new site setups, office moves, relocations, device refreshes, and peripheral deployments.
5. Security, Compliance, and Documentation
Ensure endpoints and virtual desktop sessions comply with applicable security policies and regulatory requirements.
Support multi-factor authentication, endpoint protection, encryption, and access control activities.
Document troubleshooting steps, resolutions, and service updates within ServiceNow.
Create and maintain technical documentation, knowledge base articles, and process improvement recommendations.
Maintain and troubleshoot AV endpoints, conference room systems, and meeting-space infrastructure.
Coordinate with client IT teams and third-party vendors to support collaboration environments and onsite technology readiness.
Maintain onsite stock and spares inventory, support hardware replacement readiness, and assist with device dispatch to remote users through the client courier process.
Support quarterly physical asset audits and reconcile asset records with the ServiceNow CMDB.
Provide support during new site setups, office moves, relocations, device refreshes, and peripheral deployments.
5. Security, Compliance, and Documentation
Ensure endpoints and virtual desktop sessions comply with applicable security policies and regulatory requirements.
Support multi-factor authentication, endpoint protection, encryption, and access control activities.
Document troubleshooting steps, resolutions, and service updates within ServiceNow.
Create and maintain technical documentation, knowledge base articles, and process improvement recommendations.
Required Qualifications:
Field Support Practitioner:
2 to 3 years of experience in desktop support, end-user computing, or IT support roles.
Experience troubleshooting Windows desktop environments, enterprise applications, hardware, and ticketing tools.
Hands-on experience supporting VDI platforms such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
Strong communication and customer service skills.
Field Support Practitioner:
2 to 3 years of experience in desktop support, end-user computing, or IT support roles.
Experience troubleshooting Windows desktop environments, enterprise applications, hardware, and ticketing tools.
Hands-on experience supporting VDI platforms such as Citrix, VMware Horizon, Azure Virtual Desktop, or Windows 365.
Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
Strong communication and customer service skills.
Field Support Senior Practitioner:
4 to 5 years of experience in desktop support, end-user computing, or IT support roles.
Strong experience troubleshooting desktop, hardware, enterprise application, VDI, and endpoint support issues.
Ability to work independently on complex incidents and coordinate with infrastructure, virtualization, cybersecurity, and application teams.
4 to 5 years of experience in desktop support, end-user computing, or IT support roles.
Strong experience troubleshooting desktop, hardware, enterprise application, VDI, and endpoint support issues.
Ability to work independently on complex incidents and coordinate with infrastructure, virtualization, cybersecurity, and application teams.
Field Support Lead:
6 to 7 years of experience in desktop support, end-user computing, or IT support roles.
Deep knowledge of Windows/macOS, Office 365, Active Directory, device management, and ticketing systems.
Leadership experience mentoring technicians, coordinating workload, and escalating critical issues as required.
Experience with incident management, root cause analysis, documentation, and process improvement initiatives.
6 to 7 years of experience in desktop support, end-user computing, or IT support roles.
Deep knowledge of Windows/macOS, Office 365, Active Directory, device management, and ticketing systems.
Leadership experience mentoring technicians, coordinating workload, and escalating critical issues as required.
Experience with incident management, root cause analysis, documentation, and process improvement initiatives.
Preferred Qualifications:
Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation, Citrix, or VMware end-user computing certifications.
Familiarity with Active Directory, group policies, identity management, Mac OS troubleshooting, and mobile device support.
Strong communication, problem-solving, project coordination, data analysis, and team collaboration skills.
Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation, Citrix, or VMware end-user computing certifications.
Familiarity with Active Directory, group policies, identity management, Mac OS troubleshooting, and mobile device support.
Strong communication, problem-solving, project coordination, data analysis, and team collaboration skills.
Key Competencies:
Advanced troubleshooting and analytical skills.
Customer-focused service delivery.
Ability to support both physical endpoints and virtual desktop environments.
Strong documentation and process discipline.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Advanced troubleshooting and analytical skills.
Customer-focused service delivery.
Ability to support both physical endpoints and virtual desktop environments.
Strong documentation and process discipline.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Work Environment:
The position requires full-time onsite presence five days per week.
The role may require occasional after-hours support or on-call rotation for critical incidents.
Some physical activity may be required, including installing, moving, or supporting IT equipment.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
The position requires full-time onsite presence five days per week.
The role may require occasional after-hours support or on-call rotation for critical incidents.
Some physical activity may be required, including installing, moving, or supporting IT equipment.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Baltimore, MD |
| Industry | Computer/IT Services |
| Salary | $30 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
- Audioconferencingunmatched
- Audiovisualunmatched
- Citrix Product Familyunmatched
- Communication Skillsunmatched
- CompTIA - Computing Technology Industry Associationunmatched
- CompTIA A+unmatched
- Computer Certificationsunmatched
- Computer Maintenanceunmatched
- Computer Workstationsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Data Analysisunmatched
- Desktop Administrationunmatched
- Desktop Environmentsunmatched
- Desktop PCunmatched
- Desktop Virtualizationunmatched
- Diversityunmatched
- Documentationunmatched
- Embedded Systemsunmatched
- Enterprise Applicationsunmatched
- Establish Prioritiesunmatched
- Hardware Administrationunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Identity Data Managementunmatched
- Incident Managementunmatched
- Incident Responseunmatched
- International Operationsunmatched
- Inventory Managementunmatched
- Inventory Reportsunmatched
- Knowledge Baseunmatched
- Laptop PCunmatched
- Leadershipunmatched
- Mac Operating Systemunmatched
- Mentoringunmatched
- Microsoft Active Directoryunmatched
- Microsoft Product Familyunmatched
- Microsoft Windows Azureunmatched
- Microsoft Windows Desktopunmatched
- Microsoft Windows Operating Systemunmatched
- Microsoft Windows System Administrationunmatched
- Mobile Devicesunmatched
- On Site Supportunmatched
- Operating Systemsunmatched
- Operational Supportunmatched
- Peripheral Hardwareunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Project/Program Coordinationunmatched
- Remote Accessunmatched
- Request for Proposals (RFP)unmatched
- Root Cause Analysisunmatched
- Sales/Support Engineering (SE)unmatched
- Service Deliveryunmatched
- ServiceNowunmatched
- Software Administrationunmatched
- Software Installationunmatched
- Software Patchesunmatched
- Software Upgradesunmatched
- System Lifecycleunmatched
- Team Playerunmatched
- Technical Supportunmatched
- Technical Writingunmatched
- VMWareunmatched
- Videoconferencingunmatched
- Virtualizationunmatched
- Workforce Managementunmatched
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder