IT Field Support Technician
Role Summary
The Intersect Group is seeking an experienced IT Field Support Technician to provide hands on technical support across multiple office and branch locations. This position is ideal for a technology professional who enjoys working directly with end users, troubleshooting hardware and software issues, and supporting a wide range of endpoint technologies in a fast paced environment.
This role serves as a critical resource for desktop support, device deployments, upgrades, branch refresh initiatives, and technology support across the organization. The successful candidate will work independently across an assigned region, manage support requests from intake through resolution, coordinate with vendors, and ensure employees receive exceptional technical support. This position requires a self motivated professional who is highly organized, detail oriented, and comfortable balancing field work, remote support, and office collaboration.
Key Responsibilities
• Provide hands on support for desktops, laptops, mobile devices, printers, audio visual equipment, and other endpoint technologies
• Install, image, deploy, upgrade, relocate, and troubleshoot Windows and Mac devices across multiple office and branch locations
• Manage service requests and incidents through Jira while maintaining accurate documentation and timely status updates
• Support branch technology refresh projects, endpoint upgrade initiatives, and hardware deployments
• Troubleshoot software, application, hardware, peripheral, and connectivity issues both onsite and remotely
• Coordinate with external vendors and technology partners to support operational and project related activities
• Maintain asset inventory accuracy and ensure equipment moves and deployments comply with established procedures
• Participate in an on call rotation and provide after hours support when required
Key Requirements
• 2+ years of experience in an IT support, desktop support, field technician, or endpoint support role
• Experience supporting Windows and Mac environments in a business setting
• Hands on experience with computer imaging, PXE boot processes, endpoint deployments, software installations, and hardware upgrades
• Working knowledge of SCCM for software deployment and experience supporting or deploying Mac devices managed through Jamf
• Experience supporting desktops, laptops, applications, printers, peripherals, audio visual equipment, and basic network connectivity
• Familiarity with Active Directory, Microsoft environments, and basic server administration concepts
• Experience with Jira, ServiceNow, or similar ticket management platforms with strong documentation skills
• Ability to manage workload independently, prioritize competing requests, and follow issues through resolution
• Strong communication, customer service, and relationship management skills
• Experience working with vendors and supporting multiple office or branch locations preferred
Preferred Qualifications
• Associate degree in Information Systems, Computer Science, or a related field
• A+ Certification
• 4+ years of experience in technical support or field services
• Previous experience supporting financial services, banking, or credit union environments
• Bachelor's degree in Information Systems, Computer Science, Computer Engineering, or a related discipline
Work Environment
• Hybrid work environment consisting of office, remote, and field based support activities
• Assigned regional coverage with travel to branch locations as needed
• One week in office and one week remote following completion of training
• Travel requirements may vary based on project and business needs
• Mileage reimbursement available according to organizational guidelines
• Participation in an on call rotation approximately every few months
Training and Onboarding
• Comprehensive eight week onboarding program designed to provide exposure to both service desk and field operations
• First week spent learning service desk processes and support workflows
• Remaining onboarding period spent working alongside experienced field technicians to gain familiarity with systems, procedures, branch support requirements, and customer expectations
What Success Looks Like
• Delivers exceptional customer service and technical support across multiple locations
• Maintains organized and accurate ticket documentation
• Communicates effectively with employees, vendors, and business stakeholders
• Takes ownership of issues and drives them through resolution
• Demonstrates strong time management and self direction while working independently
• Quickly adapts to changing priorities and support demands
