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The IT Field Service Technician is responsible for providing onsite and remote technical support for end users, including the installation, configuration, maintenance, and troubleshooting of computer hardware, software, mobile devices, peripherals, and related technologies.
The IT Field Service Technician works closely with other Information Technology teams, vendors, and business stakeholders to support organizational technology needs and maintain a high level of customer service. The position requires regular travel to company locations within the United States to support users, deploy technology solutions, and assist with infrastructure and business initiatives.
Essential Duties and Responsibilities:
End User Support
* Provide onsite and remote technical support for desktop and laptop computers, printers, and peripheral equipment.
* Respond to service requests, incidents, and inquiries in a timely and professional manner.
* Diagnose and resolve hardware, software, operating system, and connectivity issues.
* Assist users with Microsoft 365 applications, collaboration tools, and standard business software.
* Educate users on technology best practices and provide guidance to improve productivity.
Hardware & Software Installation
* Install, configure, deploy, and maintain computer hardware and software.
* Image, prepare, and deploy new workstations, laptops, and tablets.
* Perform hardware upgrades, component replacements, and equipment refresh activities.
* Install and configure operating systems, business applications, security software, and device drivers.
* Maintain hardware inventory and ensure accurate asset documentation.
Troubleshooting & Incident Resolution
* Identify, troubleshoot, and resolve technical issues related to desktop and laptop computers, printers and scanners, operating systems, network connectivity, peripheral devices, Microsoft 365 applications and services
* Escalate complex issues to specialized IT teams when required.
* Coordinate with infrastructure, network, cybersecurity, and application support teams to resolve incidents efficiently.
* Document troubleshooting activities, solutions, and service requests within the organization’s IT Service Management (ITSM) platform.
Maintenance & Operations
* Support endpoint security, patching, and compliance initiatives.
* Assist with software updates, operating system upgrades, and technology refresh programs.
* Support office relocations, equipment deployments, and other IT projects.
* Participate in after-hours support and maintenance activities as required.
Customer Service
* Deliver exceptional customer service while maintaining professionalism and confidentiality.
* Communicate technical information clearly to non-technical users.
* Follow established service level agreements (SLAs), policies, and procedures.
* Build positive working relationships with employees, managers, and business leaders throughout the organization.
Travel Requirements:
* Up to 25% domestic travel required, including overnight and multi-day travel, to support remote offices, project sites, equipment installations, technology deployments, and end-user support activities.
* Additional travel may be required periodically to support major technology initiatives, office expansions, infrastructure implementations, system upgrades, or other special projects.
* Ability to travel by air and automobile as needed.
* Valid driver’s license and ability to travel independently are required.
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