Field Services Representative

About the role

Field Service Representative – Birmingham, AL. Full‑time position based on the campus of the University of Alabama at Birmingham (UAB) and the University of Montevallo.

• Provide exceptional customer service and respond to emergency outages promptly.
• Schedule onsite appointments and meet a 24–48 hour SLA for client requests.
• Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other peripherals.
• Support systems running Windows, MacOS, and optional Linux.
• Manage tickets through the help‑desk queue and update escalation tickets.
• Maintain an inventory of equipment and signal when thresholds to replenish supplies are reached.
• Prepare new or reclaimed equipment for deployment using imaging tools.
• Manage accounts and equipment for new‑hire and termination processes.
• Work with vendors (Dell, Cisco, Aruba/HP, CDW, etc.) for warranty support.
• Provide end‑user training on relevant IT topics.
• Troubleshoot basic network connectivity issues, including LAN, Wi‑Fi, TCP/IP, DHCP, and DNS.
• Support administration of VoIP phone systems and Live Ops call‑center chat.
• Administer cloud‑based services such as Office
  365 (Exchange, SharePoint Online) and Dropbox for Business.
• Support locally‑installed applications (MSOffice, Adobe, Evernote, Mind Jet Mind Manager, etc.).
• Support and administer network devices and office security systems.
• Handle end‑user and network escalations.
• Coordinate client activities such as move‑ins, conferences, and special events.
• Monitor, investigate, and retire equipment alarms.
• Assist with customer install activities as needed.
• Ensure policies and end‑user agreements are adhered to in your region.
• Generate required reports and attend training events.
• Perform other documentation and administrative duties as requested.

• Help‑Desk Level
  
  II technician skill set.
• 1‑3years of Windows and/or MacOS hardware and software support experience.
• 1‑3years of help‑desk experience in a medium‑to‑large scale environment.
• Microsoft Office support, including Outlook/Exchange and SharePoint Online.
• Experience with Google
  
  G‑Suite, Zoom, Schoology, and other web‑based tools.
• Documenting and adhering to established technical procedures.
• Managing workload through a ticketing system (Service Now preferred).
• Remote‑desktop support.
• Understanding of Active Directory user accounts, security groups, and file‑share permissions.
• Understanding of system virtualization and reducing hardware footprint.
• Basic network troubleshooting (TCP/IP, VoIP, LAN, Wi‑Fi).
• Preferred certifications: MCP, CCT, A+, Net+, or ACTC.
• Associate degree in Information Technology or a closely related field.
• Experience with streaming, video conferencing, and audio‑video support.
• Familiarity with VoIP technologies.

• Approachable and proactive in providing customer service.
• Self‑motivated with strong action orientation.
• Independent problem‑solver and technical generalist.
• Enjoys continuous learning about technology.

• Must use hands for typing, power tools, and standing or moving around client sites.
• Capable of lifting up to 75lb.
• Responder call‑back model may require weekend, holiday, or after‑hours availability.
• Valid driver’s license and successful criminal background check; travel occasionally to Austin, TX.

• Hourly pay: $25–$30.
• Annual bonus potential.
• Learning and development opportunities.
• Competitive benefit package.
• Paid parental leave.
• Vacation starting at 15days, increasing with tenure.
• 10days paid sick leave.
• Four volunteer days per year.

We welcome applicants regardless of race, color, religion, sex, age, national origin, disability, or any other protected status, and we are an equal opportunity employer.