Field Support Technician

• Location 5489 Josh Birmingham Pkwy,Charlotte, NC, 28214,United States
• Base Pay $45,000.00 - $49,000.00 / Year
• Job Category Information Technology
• Industry Manufacturing
• Employee Type Full-Time Non-Exempt
• Required Degree High school

• Phone

Department:
Information Technology | FLSA Classification:
Non-Exempt |

Employment Type:

Full-Time

The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.

Field Service Technicians performs on-site or in-house servicing, repair and/or installation of company product(s) including system hardware and software, PC's, Toughbook’s, Mobile devices, servers and networking/wireless networking. Provides technical support to customers on operational or maintenance aspects of system equipment.

• Good knowledge on Imaging/Staging of desktops, laptops and other related devices.
• Maintain, analyze, and troubleshoot, software and computer peripherals.
• Must have reliable transportation and clean driving history
• Travel to Various sites on demand basis would be required.
• Ability to set up, configure and add all hardware.
• Assist client internal IS technicians with large IMAC’s
• Break-fix & IMAC support, periodic maintenance
• Provide technical support to end-users via telephone and in person.
• Assist coworkers in the resolution of end-user’s technical issues.
• Assist coworkers in the execution of established processes and escalations.
• Test, image and clean PC’s, laptops, monitors, printers, and other related hardware.
• Following proper manufactures procedures for ordering parts and returning defective parts.
• Manage (Service Now) ticket queue constantly throughout the day.
• Response to end-user issues via face to face interaction, telephone, or escalated help desk tickets.
• Diagnose and resolve technical hardware and software issues.
• Gather information to determine the issue by evaluating and analyzing the symptoms.
• Partners with other departments to provide technical assistance.
• Corporate Wi‑Fi and LAN access
• VPN setup and troubleshooting
• Network authentication issues
• Identify priorities and redirect problems to appropriate resources.
• Organize ideas and communicate appropriate messages.
• Stay current with system information, changes, and updates.
• Handling all designated workstation installations and updates

• 4+ years of hands‑on technical knowledge of laptop and desktop design and software installation.
• Familiar with standard concepts, practices, and procedures within the IT support field. Relies on limited experience and judgment to plan and accomplish goals.
• Possess 2 to 3 years’ experience in a break/fix environment. Able to lift heavy equipment. (PC’s, monitors, printers.) Strong verbal and written communication skills. A certain degree of creativity and latitude is required.
• Working knowledge of systems hardware, printers, scanners and other peripheral devices.
• Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner.
• Experience providing IT technical support to senior leaders of an organization.
• Ability to visualize and troubleshoot complex issues remotely.
• Highly developed analytical troubleshooting skills.
• Able to multi‑task, work independently with minimal supervision as well as within a team environment.
• Ability to obtain and maintain manufacturer warranty repair certifications. (EX, HP, DELL, LENOVO, APPLE)

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience

• Minim…