Field Services Agent EUC & ClientApps Pr

The following duties are essential functions for purposes of the ADA and FLSA classification:

• Provide Tier 1-2 desktop support for hardware, operating systems, standard business applications, printers, mobile devices, and peripherals.
• Diagnose and resolve user issues related to Windows 10 and 11, Microsoft 365, email, VPN, and common enterprise applications.
• Install, configure, and maintain desktop and laptop systems, monitors, and accessories.
• Perform basic network troubleshooting (connectivity, Wi‑Fi access, device mapping).

• Respond to service desk tickets and walk‑up requests in accordance with SLAs.
• Document issues, resolutions, and procedures in the IT ticketing system.
• Educate end users on proper use of systems, security practices, and standard tools.
• Escalate complex issues to senior IT staff or vendors as appropriate.

• Track IT assets (hardware/software inventory).
• Assist with onboarding/offboarding tasks (equipment setup, access provisioning/de‑provisioning under direction).
• Apply updates, patches, and basic security configurations per established policies.
• Perform other related duties as assigned within the scope of desktop support.

Working “off the clock” is strictly prohibited.

• Associate degree in Information Technology or related field or equivalent practical experience.
• 1-3 years of experience in desktop or technical support.
• Working knowledge of:
  Windows operating systems Microsoft 365 / Outlook Hardware troubleshooting and peripheral devices Strong customer service and communication skills.
• Ability to lift and move IT equipment (typically up to 30-40 lbs).
• CompTIA A+, Network+, or similar certifications.
• Experience with IT ticketing systems (e.g., Service Now, Jira, Fresh service).
• Familiarity with basic Active Directory or device management tools.
• Prolonged periods of working at a computer workstation.
• Frequent use of hands for typing and handling IT equipment.
• Occasional movement within office or facility environments.
• Ability to lift and carry standard IT equipment (e.g., laptops, peripherals), with or without reasonable accommodation.
• Overtime work must be approved in advance by the employee's supervisor.
• However:
  All hours worked, including unauthorized overtime, must be reported and will be paid in accordance with applicable law.
• Working overtime without prior approval may result in disciplinary action, consistent with Company policy, but will not result in withholding of pay.