Field Services CIS

Team: Cloud, Infrastructure & Security (CIS)

The Field Services Support role manages day-to-day onsite end-user support delivery across one or more client locations. The role owns IMAC requests, break-fix incidents and infrastructure project support, and is accountable for SLA attainment and customer satisfaction. This is a full-time, onsite role with travel between sites as required.

• Monitor team queues in the ITSM tool; assign, balance and re-prioritize work based on impact, urgency and SLA.
• Coordinate VIP and executive support, critical incidents and site outages, balancing BAU tickets against project work.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own fulfillment of Install, Move, Add and Change (IMAC) requests, including setting up computers, peripherals and software for end users.
• Image computers using bootable USB media, deploy them to end users, and oversee device refresh and redeployment.
• Ensure accurate asset tagging, CMDB updates, and asset lifecycle records for every IMAC action.
• Take Level 1 and Level 2 calls and walk-ups, log them in Service Desk Plus, and resolve issues from password resets to hardware and software troubleshooting.
• Provide desk-side support for desktop, laptop, printer, mobile, AV and peripheral incidents, escalating to Service Desk Plus resolver groups as needed.
• Coordinate warranty repairs with vendor technicians and manage spare-parts inventory.
• Drive problem management for recurring issues and implement permanent fixes.
• Manage user and computer assets using Active Directory, SCCM, Manage Engine, Crowd Strike and Okta, and Webex accounts for Medicaid call center users.
• Manage surplus out-of-warranty equipment: wipe hard drives, remove computer objects from the network, and prepare equipment for sale on Gov Deals.
• Plan onsite support for infrastructure projects (hardware refresh, migrations, office moves, network cutovers, site build-outs), provide estimates and report progress against milestones.
• Coordinate after-hours and weekend change windows following the change management process.
• Ensure adherence to ITIL processes and security, safety and data-handling policies.
• Maintain site SOPs, runbooks and knowledge articles; drive ticket quality audits and identify automation and service improvement opportunities.
• Deliver against KPIs including SLA attainment, IMAC turnaround, first-visit resolution, CSAT, backlog health, asset accuracy and project milestones.

• Minimum of High School diploma and/or Associates or Bachelor’s degree in Computer Science , Information Technology, Engineering, or related field.
• 0-2 years in IT end-user / field services support.
• Working knowledge of ITIL incident , request , change, problem and asset management.
• Hands-on experience with ITSM tools such as Manage Engine Service Desk Plus, Service Now or BMC Remedy/Helix.
• Strong background in Windows and MacOS endpoints, M365, Active Directory / Entra , Okta, Crowd Strike, Webex, printers, mobile devices and basic networking.
• Working knowledge of endpoint management tools such as SCCM/MECM, Manage Engine, Intune or JAMF, including USB imaging.
• Ability to manage competing priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management skills with end users, VIPs and client leadership.
• Valid driver's license, ability to travel between sites and lift up to 50 lbs, and flexibility for after-hours and weekend support.
• Experience in government, healthcare or other regulated environments, DEX tools such as Nexthink, and large-scale hardware refresh and site migrations is a plus.
• Certifications:
  • ITIL v4 Foundation Certification
  • CompTIA A+ or Networko…