Field Support Technician

IT Support Specialist

Manage SLA reporting, adherence, and contract compliance for support services. Plan and manage shift schedules, including on-call rotations. Monitor team productivity and support training and development initiatives. Ensure compliance with security policies and standards. Maintain adequate inventory levels across supported locations. Ensure timely resolution of service requests and incidents within defined SLAs. Plan and execute move requests and project-related activities. Install and configure desktops, laptops, mobile devices, and associated peripherals and software. Perform break-fix support, desk-side support, IMACD activities, data migrations, system refreshes, and health checks. Execute onsite updates, configuration changes, and software installations. Provide hands-on technical support to end users at their desk locations. Identify potential issues impacting end-user experience and implement preventive measures. Manage ticket queues, track progress, and ensure timely closure of support tickets. Coordinate with hardware vendors for warranty repairs and replacements. Perform security and compliance tasks including access reviews, risk assessments, and control verifications. Collaborate with Level 3 support teams and project teams for system enhancements and upgrades. Provide IT support for events, meetings, and site setups including AV coordination. Support disaster recovery efforts and respond to emergency situations at local sites. Provide on-call support outside business hours on a rotational basis.

4–7 years of experience in onsite or field technical support roles. Strong experience supporting Windows operating systems and Microsoft Office Suite. Knowledge of VPN, network printing, laptops, desktops, and mobile device support. Experience with ticketing systems and SLA-driven support environments. Ability to install, configure, and troubleshoot a wide range of applications. Strong analytical and problem-solving skills. Experience working in diverse technical environments.

CompTIA A+ or equivalent certification. Experience coordinating with vendors and third-party support teams. Willingness to travel to remote or multiple locations.

Excellent customer service and communication skills. Strong organizational and multitasking abilities. Ability to work independently and lead support activities. Proactive and solution-oriented mindset. Flexibility to handle dynamic work environments and schedules. Ability to lift up to 30 lbs and perform physical support tasks.