Field Services Technician

Responsibilities

• Respond to IT service tickets using documented procedures and supervision
• Assist with workstation setups and peripheral connections
• Perform basic AV checks and room readiness tasks
• Support imaging and deployments under direction
• Maintain accurate ticket documentation in ITSM tools (e.g., Service Now)
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client‑specific guidelines
• Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices
• Troubleshoot and resolve common hardware and software issues
• Deliver a high‑quality, customer‑focused service experience in a timely manner
• Receive, document, and close support requests in ITSM tools (e.g., Service Now)
• Prioritize tickets based on urgency and impact
• Escalate complex or unresolved issues following defined protocols
• Assist with or independently perform workstation deployments, device imaging, and equipment setup
• Support device recovery, re‑imaging, and e‑waste processes according to lifecycle guidelines
• Maintain and reconcile inventory of IT equipment and accessories at assigned site
• Use asset tracking systems to manage device records, check‑ins/outs, and stock levels
• Perform regular checks and basic troubleshooting of AV equipment
• Set up and tear down conference room tech for meetings or events
• Maintain clear and concise documentation for resolutions, escalations, and asset updates
• Serve as a visible, approachable point of contact for IT‑related issues at the site
• Communicate effectively with users to understand issues and set clear service expectations

• High School Diploma or GED
• Enrollment in IT‑related coursework or vocational training (preferred)
• CompTIA A+ Google IT Support Certificate or similar entry‑level credential (plus)
• High School Diploma or GED (required for Level II)
• Associate’s degree in Information Technology, Computer Science, or a related field (preferred for Level II)
• Prior experience working independently or at a single‑technician site (for Level II)
• CompTIA A+ and/or Network+ (certifications for Level II)
• ITIL Foundation (for Level II)
• AVIXA CTS (for AV specialization track)
• JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)

Demonstrates proficiency in IT support, including troubleshooting hardware and software issues, managing IT service tickets, and providing customer‑focused service. Familiar with asset tracking systems and ITSM tools like Service Now, with a commitment to maintaining accurate documentation and following safety protocols.