Job Title: Lead Desktop Support / Field Services Technician (L2 Onsite)
Location: Boise, ID
Job Type: Full-Time
Salary Range: $38,000 – $52,000 a year (with Benefits)
About the Role
We are seeking an experienced Lead Desktop Support / Field Services Technician to provide onsite deskside and field support in Boise, ID. This role is responsible for L2-level hardware and software support, imaging, asset management, and ticket resolution, while ensuring strict adherence to SLAs, SOPs, and site compliance standards. The ideal candidate is a hands-on problem-solver comfortable working across Windows, Mac, and basic Linux environments, with strong customer communication skills.
Key Responsibilities
- Provide L2 onsite/deskside and field support for end users
- Support Windows, Mac, and basic Linux environments, along with Microsoft 365, Active Directory, and VPN/network basics
- Perform imaging/reimaging, hardware break-fix, IMACD (Install, Move, Add, Change, Dispose), and PC refresh activities
- Troubleshoot printer and secure print issues
- Manage tickets in ServiceNow, ensuring SLA/OLA compliance and proper documentation
- Support new hire onboarding and termination processes (equipment setup/retrieval)
- Handle asset tagging, inventory tracking, loaner device management, returns, and vendor coordination
- Use SCCM/MECM, Intune, JAMF, and MyPC Health Check for endpoint management
- Adhere to SOPs, knowledge base articles, ESD/safety protocols, and site security requirements
- Collaborate cross-functionally with Service Desk, L3, Network, Endpoint, Application, and Infrastructure teams
Required Skills
- L2 onsite/deskside support experience
- Strong ticket handling experience in ServiceNow (SLA-driven, well-documented)
- Hands-on experience with hardware break-fix, imaging/reimaging, PC refresh, and IMACD
- Printer and secure print troubleshooting expertise
- Experience with asset tagging, inventory management, and loaner device tracking
- Familiarity with SOP/KB adherence, ESD/safety standards, and site compliance
- Strong collaboration skills across technical teams
Desired Skills
Pay: $38,000.00 - $52,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: On the road
