IT Field Support Technician

Position Overview

As a member of the Field Service Operations team with a minimum of 3+ years experience, you will provide high quality, customer‐focused technical support in a fast-paced, on‐site environment. This role involves direct, face-to-face support with end users while working closely with IT teams including Audio Visual, Network, and Servers. You will be an integral part of the team responsible for desk side service requests, onsite problem resolution, and operational support.

Key Responsibilities

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, peripherals and related software.
• Perform break/fix tasks, desk side support, IMACD’s, data migration, refreshes, onsite updates, configuration changes, and software installations.
• Identify potential issues impacting the end-user experience and follow through with proactive measures.
• Manage the ticket queue, ensuring timely resolution and closure within defined service level agreements.
• Coordinate with vendors for hardware warranty repairs/replacements and other support issues.
• Perform security and compliance tasks such as access reviews, risk assessments, and facility inspections.
• Collaborate with Level 3 support groups and project teams to enhance service delivery, maintenance, and upgrades.
• Provide IT support for on-site/off-site events, disaster recovery, emergency response, and on-call coverage outside business hours.
• Support network data and voice devices with hands-on assistance.
• Handle FSO Telecom tasks including installation and configuration of various phones (Avaya, Nortel, Cisco, Siemens, Mitel etc.), updating inventory of phones, peripherals and system cards, cable testing, cable punching for patch panels/IDF/MDF, and updating circuit inventory and vendor details.
• Coordinate with local vendors, ISP, OEM, and channel partners as required.

Required Qualifications

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education and experience.
• One to three years of experience in service delivery and end-user hardware/software configuration and troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Proficiency in supporting Windows operating systems, MS Office, VPN, local/network printing, notebooks, and mobile devices.
• Analytical thinking and problem-solving abilities.
• CompTIA A+ certification or an equivalent certification.
• Flexibility to travel to remote sites or clusters and lift up to 30 lbs at waist level.

Benefits & Perks

Compensation: Pay range of $35,000.00 - $66,000.00 per year based on skills, experience, education, and other factors, with eligibility for performance-based bonuses subject to company policies.

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Additional benefits, including medical, vision, pharmacy, life, accidental death & dismemberment, disability insurance, employee assistance program, and 10 paid holidays per year, are available subject to company policies.