Field Support Technician

Job Title

Job Overview:

Pay Range: $20.00hr - $25.00hr

• Minimum 3 years of relevant experience.
• A+ Hardware certification.
• Proficiency in Windows OS, MS Office, O365, and Mac OS.
• Experience with ticketing systems such as Service Now (IM, SRM, AMDB, CMDB, Knowledge Management).
• Hands-on experience with imaging and reimaging Windows Operating systems for Desktops and Laptops.
• Working knowledge of imaging utilities such as Ghost and SCCM.
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Working knowledge of Microsoft Active Directory and GPO.
• Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM).
• Experience supporting printers in an enterprise environment.
• Advanced troubleshooting skills with hard drive encryption software.
• Experience with IMACD (Install, Move, Add, Change, Dispose) tasks.

• Disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Perform imaging and reimaging of Windows Operating systems for Desktops and Laptops.
• Execute IMACD and Asset Inventory tasks.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Use remote desktop connectivity applications to solve common issues.
• Deliver and set up PC equipment for end-users.
• Use trouble ticketing system to accept assignments, document work events, and verify customer satisfaction.
• Provision and support wireless devices including Android and iPhone.
• Install desktop software and perform advanced troubleshooting.
• Support printers in an enterprise environment.
• Troubleshoot and resolve end-user IT issues for PCs, tablets, mobile phones, and other IT devices.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Document processes to enable IMAC execution for software and equipment components.
• Conduct site surveys to determine location requirements for equipment moves.
• Confirm that all equipment, software, parts, network, and cabling are available for scheduled IMAC activities.
• Schedule and dispatch appropriate technicians or third-party vendors to IMAC locations.
• Cancel network transport services that are no longer required after completing IMACD tasks.

• Microsoft certification.
• ITIL certification.
• CCNA certification.
• Experience with Mac OS.
• Experience with Apple OS X.

• Hardware Support (PC, Laptop, Tablet, Printers, Smart Phones, Desk Phones).
• Video Conference Room Devices (Audio & Video).
• Windows 10, Windows 7, Windows Vista, Windows XP.
• Windows Server 2012, 2008 r2, 2008, 2003.
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Active Directory.
• SCCM.
• Service Now.
• Strong troubleshooting skills.
• Strong customer service skills.
• Strong verbal and written communication skills.

• A+ Hardware certification.
• Relevant technical experience in field support or desktop support.

• Ability to move, lift, and carry 50 lbs of weight.
• Ability to safely move equipment point to point using wheeled carts and vehicles.