Field Support Technician I

IT Field Support Technician IThe IT Field Support Technician I is an entry-level position responsible for providing hands-on technical support for endpoint devices, including installation, troubleshooting, and maintenance of workstations, peripherals, and classroom AV equipment. This role involves performing field work across campus environments, ensuring technology is operational for faculty, staff, and students. Additional responsibilities may be assigned as needed to support IT service delivery.Duties and ResponsibilitiesProvides in-person technical support for employee and faculty workstations, computer labs, classroom AV equipment, and endpoint devices across campus locations.Deploys, configures, and maintains workstations, printers, peripherals, and AV technology to ensure operational readiness for faculty, staff, and students.Troubleshoots and resolves common hardware and software issues, including operating systems, productivity applications, and connectivity problems. Escalates complex issues as needed.Supports classroom AV systems, including projectors, microphones, and lecture capture technology, ensuring equipment is functional and accessible for instructors.Assists with IT asset management and inventory tracking, ensuring proper documentation of deployed, relocated, and decommissioned equipment.Performs endpoint device deployments, upgrades, and basic system imaging, following standard procedures to ensure a smooth rollout.Follows IT policies and procedures related to hardware/software support, security, and system configurations.Documents troubleshooting steps, configurations, and solutions in the IT knowledge base to improve team efficiency and future support efforts.Assists in routine software updates, patches, and security compliance measures under the direction of senior IT staff.Participates in professional development and training opportunities to improve technical support skills and stay current with institutional technology needs.Performs other duties as assigned.Minimum Requirements and Preferred QualificationsAssociate degree from an accredited institution and one to two years of experience in technology support. A combination of completed college-level coursework, technical certifications (such as CompTIA A+ or Google IT Support), and/or relevant experience may substitute for the degree. ITIL v4 Foundation certification required within nine months of hire. A valid driver's license and a clean driving record to support travel between campuses Preferred Qualifications: Bachelor's degree from an accredited institution. Two to four years of experience in technology support, preferably in a higher education or enterprise IT environment. Additional relevant certifications, such as CompTIA A+, Network+, or Microsoft certifications.Additional InformationTechnical Proficiency • Strong knowledge of installing, configuring, troubleshooting, and maintaining endpoint devices, including desktops, laptops, printers, and peripherals. • Basic proficiency in audio and video equipment setup, including projectors, digital displays, and classroom AV technology. • Familiarity with IT service management (ITSM) best practices, including incident handling, problem resolution, and service requests. Software and Hardware Expertise • Experience with operating systems (Windows/macOS), productivity applications (Microsoft Office Suite, Google Workspace), and endpoint management tools. • Ability to deploy and update software using enterprise software distribution tools. • Basic knowledge of hardware components, system imaging, and software installations. Networking and Systems Fundamentals • Understanding of basic networking concepts such as IP addressing, Wi-Fi connectivity, and troubleshooting local area network (LAN) issues. • Ability to assist users with remote access, VPN configurations, and basic network troubleshooting. • Familiarity with network-connected devices and endpoint security best practices. Problem-Solving and Analytical Skills • Strong troubleshooting and diagnostic skills for resolving common hardware, software, and AV-related issues. • Ability to review and follow technical documentation and contribute to internal knowledge bases. • Capability to analyze common problems and escalate complex issues appropriately. Communication and Customer Engagement • Ability to communicate technical concepts clearly and concisely to both technical and non-technical users. • Strong customer service mindset, ensuring a positive experience for faculty, staff, and students. • Experience working with diverse groups, maintaining professionalism, and providing user-friendly support. • Supports classroom AV operations, assisting instructors with basic troubleshooting and setup. • Works with IT teams to ensure workstation and classroom technology deployments meet institutional needs. Organizational and Project Support • Ability to prioritize tasks effectively while managing multiple assignments. • Follows structured processes and updates ticketing systems and project management tools with progress reports. • Works collaboratively with IT teams, faculty, and administrative staff to support campus-wide IT needs.BenefitsCentral Piedmont is happy to offer a comprehensive and affordable benefits package to full-time employees including:health caredentalvisionretirement and supplemental retirementflexible spending accounts (dependent care and health)life insurance and supplemental life insuranceemployee assistance program (for employee and family)short-term and long-term disabilityfree parkingholidays (12 + 2 necessity days)vacation (120 hours per year to start)sick leave (96 hours per year)personal days (2 days)voluntary shared leavepaid parental leave (4 to 8 weeks)bereavement leavelongevity pay