Desktop / Field Services Technician – Detailed Job Description

Overview

We are seeking an experienced Desktop / Field Services Technician to provide onsite and remote end-user computing support for desktop, laptop, printer, and network-related issues. The technician will be responsible for troubleshooting hardware/software problems, supporting mobile workforce connectivity, performing installations/upgrades, and ensuring timely resolution of tickets while maintaining excellent customer service standards.

The ideal candidate should have strong hands-on experience supporting Windows environments, desktop infrastructure, VPN connectivity, and peripheral devices in enterprise environments.

Scope of Work

The technician will be responsible for:

• Provide onsite and remote desktop support for end users

• Troubleshoot and resolve hardware and software issues on desktops/laptops

• Install, configure, and maintain Windows operating systems and applications

• Support Microsoft Office and enterprise applications

• Diagnose and resolve VPN, wireless, and broadband connectivity issues

• Install and configure local/network printers and peripherals

• Respond to escalated Helpdesk tickets and work orders

• Perform software installations, upgrades, and patch updates

• Troubleshoot TCP/IP and LAN connectivity issues

• Perform hard drive replacement, data recovery, and data migration activities

• Utilize remote support tools for troubleshooting and resolution

• Maintain asset inventory and update ticketing systems

• Support desktop deployment and refresh projects

• Coordinate with infrastructure/network teams for issue resolution

• Perform preventative maintenance activities

• Provide user guidance and basic onsite training when required

• Follow IT policies, procedures, and security guidelines

Requirements

• Minimum 5 years of hands-on desktop support experience

• Strong knowledge of:

  • Windows Operating Systems

  • TCP/IP networking

  • VPN connectivity troubleshooting

  • Desktop/laptop hardware support

  • Printer and peripheral support

• Experience with ticketing systems and incident management tools

• Ability to troubleshoot software, hardware, and connectivity issues independently

• Good understanding of Active Directory and user account support

• Strong customer service and communication skills

• Ability to work independently and in team environments

• Experience supporting remote/mobile workforce preferred

• A+ Certification preferred

• MCSE/MCP certification is a plus

• Previous Airline/Airport IT infrastructure experience is an added advantage

• Ability to lift up to 30 lbs.

• Willingness to travel and work flexible shifts if required

Pre-Site Requirements

• Review assigned tickets/work orders and scope

• Confirm site access and contact details

• Coordinate with Helpdesk/remote support teams

• Ensure required software, drivers, and tools are available

• Verify replacement hardware availability if applicable

• Understand customer environment and issue details before dispatch

Onsite Requirements

• Check in as per site security process

• Troubleshoot and resolve desktop/laptop/peripheral issues

• Install/configure hardware and software as required

• Support VPN and network connectivity troubleshooting

• Configure printers and verify printing functionality

• Perform data migration or backup activities if needed

• Update ticketing system with detailed troubleshooting notes

• Coordinate with remote teams for escalated issues

• Maintain professionalism and customer communication throughout the visit

• Follow all IT and security compliance procedures

Post-Site Requirements

• Validate issue resolution with end user

• Ensure all systems and peripherals are functioning properly

• Update ticket/work order with complete resolution details

• Document hardware replacements and asset changes

• Upload relevant photos/screenshots if required

• Escalate unresolved issues with detailed troubleshooting performed

• Return any unused/replaced hardware as per process

• Submit completion report and timesheet if applicable