IT Field Services Technician

Field Service Team Goal:

Provide Onsite IT Support Services per our Client Service Level Agreement.

Job Title:

IT Field Services Technician

Overview:

The Field Services Technician serves as an onsite point of contact for client end users and troubleshoots issues involving computer hardware, computer applications, and network equipment and addresses those issues within the expected service window.

Duties:

1. On-site Support to provide direct technical support to end-users at various locations, including offices, branches, and remote sites.

2. Hardware Maintenance: Install, configure, and troubleshoot hardware components such as desktops, laptops, printers, and peripherals.

3. Software Support: Install, upgrade, and troubleshoot software applications, operating systems, and utilities.

4. Network Support: Assist with the setup, configuration, and troubleshooting of network devices, including routers, switches, and access points.

5. End User Assistance: Respond to user inquiries and resolve technical issues via in-person interaction, ensuring timely resolution and excellent customer service.

6. Documentation: Maintain accurate records of all service requests, troubleshooting steps, and solutions provided, ensuring thorough documentation of IT systems and processes.

7. Training and Education: Provide basic training to end-users on software applications, IT security best practices, and other relevant topics to enhance their technical skills and knowledge.

8. Problem Resolution: Diagnose and communicate complex technical issues in a timely manner and escalate to higher-level support teams.

9. Assist in the management of IT inventory and software assets as needed.

10. Adherence to Policies: Follow established IT policies, procedures, and standards, ensuring compliance with security protocols and regulatory requirements.

Qualifications:

2+ years of related field support experience.

· Previous experience in a similar IT support role, preferably in a Field Services or on-site support capacity.

· Strong knowledge of hardware, software, security, and networking concepts, with the ability to troubleshoot technical issues effectively.

· Excellent communication skills, both verbal and written, with the ability to interact professionally with end-users at all levels of the organization.

Customer-focused mindset with a passion for delivering high-quality service and support.

· Strong problem-solving skills and the ability to work independently with minimal supervision.

· Valid driver's license and willingness to travel to various locations as required.

Desired Certifications:

CompTia A+ or CompTia Network+

Additional Requirements:

• Flexibility to work outside regular business hours, including overtime, evenings, or weekends, as needed.

· Physical ability to lift and move heavy equipment, such as servers and networking devices, when required.