IT Field Services Technician/Desktop Support Specialist

Title: IT Field Services Technician/Desktop Support Specialist

Location: Little Rock, AR or Hammond, LA

Duration: Long Term

Responsibilities:

• Ensure that all phases of desktop support, refresh, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
• Perform onsite analysis and migration of desktops, laptops, and workstations to new systems or environments, ensuring smooth transitions.
• Install and configure operating systems (Windows 10/11) on desktops and laptops.
• Handle installation, relocation, and configuration of workstations, desktops, and laptops.
• Build and configure desktops and laptops to meet customer specifications and requirements.
• Ensure safe and efficient transfer of data between systems during migrations or upgrades.
• Install and configure print drivers and related print services for customer environments.
• Install and configure software applications as required by clients.
• Manage ServiceNow Requests and Incident tickets.
• Provide troubleshooting for hardware and software issues, identifying and resolving problems efficiently.
• Utilize remote user support tools to provide support.
• Maintain and complete documentation for all tasks, processes, and procedures performed, ensuring accurate records.
• General knowledge of Cisco VoIP phone setup and configurations.
• General knowledge of Uninterruptible Power Supply (UPS) devices and their configuration.
• Familiarity with OneDrive for file storage, syncing, and backup.
• Perform asset recovery and decommissioning of older IT equipment following standard procedures.
• Maintain a high level of customer service in all situations

Required Skills:

• Minimum 5+ years of experience in a technical support role.
• Proficient in Windows 10 and 11 with a working understanding of LAN/WAN environments.
• Ability to lift to 50 lbs. and assist with the installation and movement of IT equipment.
• Strong oral, written, and interpersonal communication skills with the ability to interact effectively with customers and team members.
• Experience with ServiceNow is a plus
• A+ certification is recommended but not required.