Field Technical Support Rep

Responsibilities:

• Participate as a key member of the IT technical team.
• Analyze functional/service requirements and IT business processes.
• Implement infrastructure or application services as directed.
• Administer and operate infrastructure or software platforms of moderate complexity.
• Troubleshoot and resolve hardware and software issues for end-users.
• Collaborate across IT teams to resolve escalations and improve systems.
• Implement solutions and manage patching and software updates.
• Maintain configuration management database (CMDB) accuracy.
• Provide on-site field support for installation, repair, and system servicing.
• Escort external vendors and suppliers as required.

Technical Support & Troubleshooting:

• Support corporate-issued desktops, laptops, mobile devices, peripherals, and accessories.
• Resolve software issues for Windows 10/11, Microsoft Office 365, Outlook, Skype, and OneDrive.
• Perform Microsoft patching, software deployment, and group policy updates.
• Reimage and upgrade PCs; diagnose and replace failing hardware.
• Resolve LAN/WAN, TCP/IP, VPN, and wireless connectivity issues.
• Perform IMACD tasks (Install, Move, Add, Change, Decommission) under SLA commitments.
• Deliver professional communication to end-users and internal teams.
• Document resolutions and maintain accurate incident logs.
• Maintain asset inventory systems and ensure lifecycle tracking.

Inventory & Logistics Support:

• Handle shipping/receiving, inventory, and warehousing of IT assets.
• Manage IT procurement and lifecycle processes.
• Load and unload IT shipments and assist with logistics support.

Physical Requirements:

• Lift and move up to 39 pounds independently.
• Assist with heavier loads (40+ pounds) using team lifts or pallet jacks.
• Routinely walk, climb stairs, bend, kneel, and carry equipment.
• Work around mechanical equipment as needed.

Education & Experience:

• Bachelor’s degree in Management Information Systems, Computer Science, or related field.
• Minimum 3 years of experience in a similar IT support or infrastructure role (or Master’s with 2 years).

Knowledge & Skills:

• Strong communication, organizational, and analytical skills.
• Experience in operating systems, networks, hardware, and data center support.
• Familiarity with enterprise IT applications (CRM, ERP, HR, Finance).
• Basic knowledge of scripting or programming.
• Experience applying ITIL framework and best practices.
• Ability to work independently and collaborate across teams.
• Strong initiative and integrity.

Preferred Certifications:

• CompTIA Network+
• CompTIA A+
• Linux+

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