Field Service Technician I

Regional IT Support Specialist

You will be a pivotal member of our regional IT support team, responsible for supporting onsite IT operations and serving as the first point of contact for technical support requests from both in-office and remote colleagues. Your primary focus will be delivering an exceptional colleague experience through timely problem resolution, device support, and day-to-day technology assistance.

In this role, you will collaborate closely with other Baldwin IT teams to troubleshoot and resolve technical issues, support device provisioning and asset management, assist with office technology initiatives, and help maintain technology standards across the region. The ideal candidate is customer-focused, highly organized, and thrives in a fast-paced environment where no two days are the same. This position may require occasional travel to support offices throughout Texas, Louisiana, and Oklahoma.

Primary Responsibilities:

• Document all technical activities, solutions, and interactions.
• Ensure tickets are created in the ITSM system.
• Maintain open communication with colleagues to keep them updated on ticket status, including escalated tickets.
• Maintain ticket SLA ownership and adhere to ticket hygiene standards to ensure timely resolution and accurate documentation.
• Communicate with colleagues and educate on best practices for IT system usage and security.
• Troubleshoot workstation hardware, software, and driver issues.
• Identify potential software, hardware, and network issues and promptly report them to the appropriate Baldwin IT team.
• Setup desks for new hires and moves, including cable management of existing desks.
• Prepare, image, and deploy laptops for new hires and replacement devices.
• Support Autopilot device enrollment and provisioning.
• Manage the full lifecycle of IT assets, including device provisioning, inventory tracking, retrieval of equipment from departing colleagues, and secure data wiping of decommissioned devices.
• Install, configure, and upgrade computer hardware and software.
• Prepare meeting rooms prior to meetings, ensuring all hardware is fully operational.
• Troubleshoot conference room audio/visual equipment and technology issues.
• Troubleshoot printer issues, including production and booklet printers, and contact vendor support to schedule maintenance when needed.
• Assist colleagues with work-related cell phone issues, including Intune, Outlook, and other enterprise-deployed applications.
• Assist with other hardware and technology needs within the office.
• Provide support for Business Continuity and Disaster Recovery (BCDR) activities as needed, given the office's role as a key regional location.
• Assist with office technology projects, including office build-outs, installations, relocations, and office decommissioning efforts.
• You may be asked to support tickets for other regions when needed.
• Travel up to 25% to support offices across Texas, Louisiana, and Oklahoma.
• Continuously learn about emerging technologies and industry trends.
• Communicate onsite issues and information to other Baldwin IT colleagues and leadership.
• Communicate technology changes and updates to colleagues you interact with.
• Document issues or challenges encountered during project rollouts.
• Provide feedback to project managers.
• Maintain reliable attendance, punctuality, and responsiveness to meet business and colleague support needs.

Knowledge, Skills & Abilities:

• Ability to work independently and demonstrate a high level of judgment when prioritizing IT support requests and activities.
• Strong time management and organizational skills.
• Ability to communicate effectively with non-technical colleagues.
• Strong customer service mindset and commitment to delivering an exceptional colleague experience.
• Basic understanding of Windows and macOS operating systems.
• Basic understanding of Microsoft 365.
• Familiarity with computer imaging and deployment processes, including MDT and Autopilot.
• Diagnose and troubleshoot meeting room and conference room AV technology issues.
• Troubleshoot laptops, monitors, docking stations, printers, and other peripheral devices.
• Understand how to deploy and support MDM solutions on mobile devices (Android and iOS).
• Knowledge of IT asset management and inventory tracking practices.
• Familiarity with ITSM systems, ticket management processes, SLA expectations, and ticket documentation standards.

Education & Experience:

• High School diploma or equivalent.
• 1-2 years of IT-related customer service or desktop support experience, preferably in an enterprise environment.
• Experience supporting endpoint hardware, asset management, and device deployments is preferred.
• Experience supporting conference room AV equipment and printer technologies is preferred.
• CompTIA A+ and CompTIA Network+ certifications preferred.

Important Notice:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.