Field Services Technician

Overview

The Technology Field Services Technician provides hands-on, on-site technology support across branch locations, operations centers, and remote facilities. This role is responsible for installing, maintaining, troubleshooting, and supporting end-user devices, peripheral equipment, and location-based technology to ensure reliable operations, minimal downtime, and a consistent technology experience for employees and members. The technician serves as the physical extension of the Technology organization, bridging centralized IT services with real-world, on-site operational needs.

• On-Site Technical Support:
  Provide on-site support for desktops, laptops, printers, scanners, phones, peripherals, ATM/ITMs and conference room technology. Troubleshoot and resolve hardware, software, and connectivity issues that cannot be resolved remotely. Respond to field service tickets within defined SLAs and prioritize work based on business impact.
• Installations & Deployments:
  Perform workstation, peripheral, and equipment installations for new hires, office moves, and technology refreshes. Configure and deploy devices according to established standards, images, and security requirements. Support branch openings, renovations, relocations, and technology upgrades.
• Incident Response & Escalation:
  Serve as the on-site escalation point for Help Desk and Infrastructure teams. Coordinate with Network, Systems, Security, and Vendors to resolve complex issues. Provide timely communication and status updates to stakeholders during incidents.
• Asset & Lifecycle Management:
  Track and manage assigned technology assets, inventory, and equipment lifecycle. Perform equipment swaps, refreshes, and secure decommissioning. Ensure proper documentation of asset movements and disposals.
• Preventive Maintenance:
  Conduct proactive site visits to identify and remediate potential technology issues. Perform routine checks on branch and site technology to reduce incidents and downtime. Validate technology readiness for high-impact events and business operations.
• Documentation & Standards:
  Document work performed, resolutions, and procedures within the ticketing system. Follow standardized deployment, configuration, and security practices. Contribute to knowledge base articles and process improvements.
• Customer Service & Professionalism:
  Provide clear, courteous, and professional support to employees and leaders. Explain technical issues in business-friendly terms. Represent the Technology organization positively at all locations.

• Associate degree in Information Technology or related field, or equivalent experience
• 2+ years of hands-on IT support or field services experience
• Strong knowledge of Windows and/or macOS operating systems
• Experience supporting hardware, peripherals, and end-user devices
• Valid driver’s license and ability to travel between locations as needed
• Ability to lift and move IT equipment (up to 50 lbs.)

• Experience supporting multi-site or branch-based environments
• Familiarity with endpoint management tools (e.g., MDM, imaging, patching)
• Experience with A/V and conference room technology
• Knowledge of basic networking concepts (LAN/WAN, Wi-Fi, cabling)
• IT certifications (CompTIA A+, Network+, or similar)

• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication abilities
• Ability to work independently and manage multiple priorities
• High attention to detail and documentation accuracy
• Adaptability in fast-paced, operational environments
• Strong time management and organizational skills

• Combination of office, branch, and field environments
• Regular travel between locations required
• Occasional after-hours or weekend work may be required for upgrades or incidents

• Timely resolution of field service tickets within SLA
• Reduced repeat incidents through proactive support
• High customer satisfaction scores
• Accurate asset tracking and documentation
• Consistent adherence to technology standards and security practices