I.T. Support and Field Services Technician

Job Description

Job Description

Please contact Human Resources for the complete job description.

Summary/Objective: 

As a valued member of our team, the IT Support and Field Services Technician is responsible for providing technical support and field services that ensure the reliable operation, maintenance, and deployment of the organization's technology infrastructure. This position provides Tier 1 and Tier 2 technical support to end users, installs, configures, maintains, and repairs computer systems, network infrastructure, and related equipment, and delivers on-site support across company offices, plants, terminals, yards, and remote locations. The role also supports employee onboarding and offboarding, maintains IT assets and technical documentation, performs preventive maintenance, and collaborates with internal teams, vendors, and service providers to resolve technical issues while maintaining a high standard of customer service, operational reliability, and business continuity.

Supervisory Responsibilities:    No

Essential Functions:

•    Respond to technical support requests through the ticketing system, phone, email, remote-support tools, and on-site visits while maintaining professional and customer-focused communication.

•    Diagnose and resolve Tier 1 and Tier 2 issues involving computers, software, printers, mobile devices, user access, business applications, network connectivity, and system performance.

•    Install, configure, deploy, relocate, maintain, and replace computers, monitors, docking stations, printers, scanners, phones, network equipment, and other IT-related devices.

•    Provide on-site technical support at company offices, concrete plants, terminals, yards, and remote locations, including troubleshooting operational technology and supporting field infrastructure.

•    Install, test, label, repair, and troubleshoot structured cabling, patch panels, network jacks, wireless access points, security cameras, switches, firewalls, and internet service provider equipment.

•    Set up equipment and user access for employee onboarding, transfers, and offboarding, including computers, user profiles, passwords, software, security tools, and approved system permissions.

•    Support company technologies such as Microsoft Windows, Microsoft 365, Active Directory, Entra ID, Citrix, VPN services, endpoint-security tools, remote-monitoring systems, and approved business applications.

•    Perform routine maintenance, updates, inspections, testing, and preventive maintenance of IT equipment and infrastructure to identify and resolve potential issues before they disrupt operations.

•    Document support activities, troubleshooting steps, equipment changes, site configurations, and resolutions in the ticketing system, and maintain accurate technical documentation and knowledge base articles.

•    Maintain inventory and asset records for computers, network equipment, phones, tools, spare parts, software, warranties, equipment assignments, repairs, and disposal.

•    Escalate unresolved, recurring, security-related, or business-critical issues to senior IT staff, vendors, or service providers, and follow up until the issue is resolved.

•    Use ladders, lifts, hand tools, power tools, cable testers, and other equipment necessary to safely install, repair, assemble, or troubleshoot IT systems, including lifting and transporting equipment between company locations.

•    Performs other job duties as assigned by Management.

Non-Essential Duties:

•    Assist with general administrative tasks such as filing and or data entry.

•    Assist with inventory management and ordering supplies.

•    Stay updated on new technologies, software, and best practices in technical support.

•    Participate in training and development opportunities to enhance skills and knowledge.

Core Competencies:

•    Demonstrates strong technical skills in troubleshooting and resolving hardware, software, and network issues.

•    Provides exceptional customer service, ensuring user satisfaction with each interaction.

•    Communicates effectively and empathetically with users to understand their needs and provide appropriate solutions.

•    Exhibits strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.

•    Uses critical thinking to identify root causes and implement effective solutions.

•    Possesses excellent verbal and written communication skills to convey technical information clearly to non-technical users.

•    Listens actively and provides clear instructions to users for resolving issues.

•    Manages multiple tasks and priorities effectively, ensuring timely resolution of user requests.

•    Demonstrates the ability to work under pressure and meet deadlines in a fast-paced environment.

•    Works well within a team, sharing knowledge and supporting colleagues to achieve common goals.

•    Collaborates with other IT staff and departments to resolve complex issues and improve processes.

•    Demonstrates willingness to learn and embrace new technologies and methodologies.

•    Pays close attention to detail when documenting issues, solutions, and user interactions.

•    Ensures accuracy and completeness in all support-related documentation and reporting.

•    Reliable and consistent in performing job duties, maintaining a high level of attendance and punctuality.

•    Demonstrates a strong sense of responsibility and commitment to providing high-quality support.

•    Takes proactive steps to identify and address potential issues before they impact users.

•    Seeks opportunities for continuous improvement in support processes and user experiences.

•    Upholds the highest standards of integrity and confidentiality in handling user information and company resources.

•    Use of hand and power tools to repair/assemble equipment. 

•    Adheres to organizational policies and procedures, ensuring compliance with all relevant regulations and standards

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. The employee must participate in a rotating after-hours, weekend, and emergency support schedule with other IT personnel. Reasonable coverage may be required when another team member is unavailable, with assignments distributed fairly among the IT team. The employee may also be required to respond to urgent, specialized, or business-critical issues outside normal business hours, even when not serving as the primary on-call technician.

Travel Required:

Requires a valid Class C driver’s license. This position is required to travel to other local plants and locations as needed. 

Preferred Education and Experience

•    Associate degree in Information Technology, Computer Science, Electronics, or a related field; equivalent technical training, certifications, or relevant work experience may be considered.

•    Two or more years of experience in help desk support, desktop support, field services, technical support, or a similar IT role.

•    Experience troubleshooting Windows computers, laptops, mobile devices, printers, scanners, monitors, docking stations, and other common office technology.

•    Working knowledge of Microsoft Windows, Microsoft 365 applications, user profiles, password resets, software installation, and basic account or access support.

•    Experience using IT ticketing systems, remote-support tools, Remote Monitoring and Management platforms, asset-management systems, or similar support technologies.

•    Basic knowledge of Active Directory and Microsoft Entra ID, including user accounts, security groups, device records, and access-related troubleshooting.

•    Working knowledge of TCP/IP, LAN, wireless networking, VPN connections, internet connectivity, switches, wireless access points, and basic network troubleshooting.

•    Experience installing, replacing, labeling, testing, or troubleshooting structured cabling, network jacks, patch panels, racks, cameras, and other low-voltage equipment.

•    Experience supporting technology at multiple offices, plants, warehouses, construction sites, manufacturing facilities, or other field and industrial environments is preferred.

•    Basic knowledge of endpoint security, antivirus, XDR or EDR tools, software patching, phishing prevention, device security, and cybersecurity incident escalation.

•    Experience deploying and setting up computers and equipment for employee onboarding, transfers, replacements, and offboarding.

•    Ability to document technical issues, troubleshooting steps, equipment assignments, site information, and resolutions clearly and accurately.

•    Strong customer-service, communication, organization, and problem-solving skills, with the ability to support users with different levels of technical knowledge.

•    Ability to safely use hand tools, power tools, cable testers, ladders, and lifts, and to lift or transport IT equipment weighing up to 50 pounds.

•    CompTIA A+, Network+, Microsoft, Google IT Support, or equivalent technical certifications are preferred but not required, along with a valid Class C driver’s license and the ability to travel to company locations as needed.

Work Authorization/Security Clearance (if applicable): None

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, smartphones, photocopiers, filing cabinets and scanners. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Prolonged periods sitting at a desk and working on a computer.  Must be able to lift up to 50 pounds at times. Must be able to climb concrete plants to perform IT related tasks such as installing and/or adjusting Security Cameras, install or troubleshoot Wireless Access Points, or simply run wires.

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