IT Field Service Technician

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Field Service Technician - IT

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JOB SUMMARY
The Field Service Technician - IT provides hands-on technical support for end users at the Tolleson, Arizona site. This role focuses on diagnosing, troubleshooting, and resolving hardware, software, and infrastructure-related issues in a fast-paced, production environment. The ideal candidate brings strong customer service, solid technical knowledge, and the ability to work independently while collaborating with cross-functional IT teams.

Key Responsibilities
Provide on-site support for desktops, laptops, printers, mobile devices, IP phones, and conference room equipment
Troubleshoot and resolve hardware, software, and network connectivity issues
Perform Active Directory administration tasks
Support Windows 11 and Microsoft 365 environments
Provide limited support for corporate mobile devices
Troubleshoot Cisco VPN and Citrix issues
Provide remote support using tools such as LogMeIn
Perform device imaging and deployment (USB/PXE)
Maintain asset inventory and documentation
Support printer and IP telephony systems
Coordinate hardware ordering and deployment
Manage and update tickets in ServiceNow
Assist with IT projects and Smart Hands support

Required Qualifications
Associate's Degree in IT or relevant field.
1+ year hardware support experience
1+ year in-person, customer-facing IT support
Strong troubleshooting and communication skills

Preferred Qualifications
Manage incoming requests through ticketing system among team
Experience using ServiceNow to manage assigned tickets

Certifications
CompTIA ITF+
CompTIA A+
CompTIA Network+
CompTIA Server+
CompTIA Cloud+
CompTIA Mobility+

Physical Requirements
Ability to lift and move equipment up to 40 pounds

Performance Expectations
Performance is measured through key performance indicators, SLA adherence, customer service quality, and priority matrix compliance. The successful candidate will:
Deliver excellent customer service
Adhere to all service management principles, processes, and guidelines
Interact professionally with customers, peers, managers, and SMEs
Take ownership of follow-ups and communicate progress consistently
Demonstrate strong communication, technical knowledge, organization, and multitasking skills
Provide timely and effective resolution/fulfillment of requests