Field Service Engineer

We are looking for Field Service Engineer @ Tulsa, OK

Position Summary

• The Field Services Agent provides onsite and remote Tier 1–2 technical support to employees at the Tulsa Campus and other supported locations. The position performs operational desktop-support activities, including incident resolution, device deployment and maintenance, software support, basic connectivity troubleshooting, asset management, account assistance, and end-user support.
• This is a hands-on, customer-service-oriented position focused on reliable daily technology operations, accurate ticket and asset documentation, and timely support in accordance with established service levels, security requirements, and IT procedures.

Essential Functions

• The functions below describe the principal responsibilities of the position. Reasonable accommodations will be considered in accordance with applicable law. The company may modify duties consistent with business needs.

Technical Support and Troubleshooting

• Provide Tier 1–2 desktop and end-user support to onsite and remote users.
• Troubleshoot and resolve hardware, operating-system, software, peripheral, account-access, and connectivity issues.
• Diagnose and support Windows 10 and Windows 11 devices, with primary emphasis on Windows 11.
• Support Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and Teams.
• Provide user support for approved enterprise applications, including SAP, Adobe applications, and other standard business software.
• Perform password resets and basic access support in accordance with approved identity, security, and authorization procedures.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, docking stations, printers, mobile devices, and related peripherals.
• Diagnose hardware failures and perform authorized minor repairs, such as battery or approved component replacement and removal of debris.
• Determine when equipment should be submitted for warranty service and initiate requests through approved manufacturer or vendor systems.
• Perform basic wired and wireless connectivity troubleshooting, including Wi-Fi access, device mapping, and common network-access issues.
• Provide basic technical support for meeting rooms, collaboration devices, and conference-room audiovisual equipment.

User Support and Service Delivery

• Respond to service-desk tickets, walk-up requests, telephone requests, alerts, and authorized remote-support requests.
• Deliver professional and customer-focused support to employees at all organizational levels.
• Accurately document incidents, requests, troubleshooting steps, time spent, resolutions, and procedures in the designated IT service-management system.
• Use ServiceNow or other designated systems for ticket management, incident tracking, request fulfillment, and asset management.
• Escalate issues that exceed assigned authority, technical scope, security permissions, or service-level requirements.

Device Deployment and Systems Management

• Install, configure, deploy, replace, and maintain desktop and laptop systems and accessories.
• Image and provision devices using SCCM/MECM or other approved deployment tools.
• Use Microsoft Intune, Azure-related services, or other authorized tools for device configuration, deployment, and support.
• Apply operating-system updates, application updates, patches, and approved security configurations.
• Assist with device refreshes, replacements, upgrades, and lifecycle activities.
• Support onboarding and offboarding by preparing, configuring, assigning, collecting, and documenting equipment.
• Perform access-provisioning or deprovisioning tasks only as authorized and directed.

Asset Management

• Maintain accurate hardware and software inventory records.
• Document asset assignments, movements, replacements, repairs, returns, and disposals.
• Use ServiceNow and other designated systems for asset tracking.
• Coordinate authorized hardware repairs and warranty services with manufacturers and vendors.
• Help ensure that IT equipment is accurately documented throughout its lifecycle.

Security and Compliance

• Follow company information-security, privacy, acceptable-use, access-control, and records-management requirements.
• Follow approved procedures for password resets, account access, device configuration, data handling, and security controls.
• Promptly report suspected security incidents, unauthorized access, lost or stolen equipment, and potential data or privacy incidents.
• Protect confidential company, customer, and user information encountered in performing assigned duties.
• Support authorized audits, inventories, and internal reviews by providing accurate records and requested information.
• Do not bypass security controls or grant access beyond the authority assigned to the position.

Other Responsibilities

• Participate in approved IT projects, technology deployments, equipment rollouts, and operational activities.
• Perform other related duties that are consistent with the position’s desktop and end-user-support function.
• Record all time spent performing assigned or permitted work, including work completed outside the normal schedule.

Timekeeping and Overtime

This position is classified as nonexempt under the FLSA and is eligible for overtime compensation.

• The employee must accurately record all hours worked each day, including start and stop times and any meal period designated as unpaid. This must be done in the company’s official Time and Attendance platform.
• Hours worked include all time the employee is required or permitted to perform work, whether onsite, remotely, at another work location, or outside the regular schedule.
• Work such as responding to tickets, calls, emails, Teams messages, alerts, or remote-support requests must be recorded when performed.
• The employee may not perform work “off the clock.”
• Overtime should be approved in advance in accordance with company policy. Working overtime without approval may result in corrective action. However, all hours actually worked must be reported and will be compensated as required by law.
• Overtime is generally paid for hours worked over 40 in the company’s defined workweek at not less than one and one-half times the employee’s applicable regular rate of pay.
• Paid leave, holidays, or other non-worked hours are not treated as hours worked for statutory overtime purposes unless company policy or applicable law provides otherwise.
• Employees must promptly report missed time, inaccurate time entries, or instructions to underreport working time. Retaliation for accurately reporting time worked or raising a wage-and-hour concern is prohibited.

Work Environment and Physical Requirements

• Work is performed primarily onsite in an office and campus environment.
• The employee regularly interacts with users, computers, mobile devices, peripheral equipment, and conference-room technology.
• Ability to lift and move IT equipment (typically up to 30 – 40 lbs).
• Duties may require walking between support locations, working at or below desks, connecting equipment, transporting devices, and positioning computers and monitors.
• The employee may occasionally be required to work approved evening or weekend hours based on operational needs.
• Any on-call assignment, standby requirement, travel, or call-back arrangement will be administered and compensated in accordance with applicable law and company policy.

Required Qualifications

• Associate degree in information technology, computer science, or a related field, or equivalent relevant practical experience.
• One to three years of experience in desktop support, help-desk support, technical support, or a related IT function.
• Working knowledge of:
• Windows 10 and Windows 11
• Microsoft 365 and Microsoft Office applications
• Outlook and email troubleshooting
• Desktop, laptop, and peripheral troubleshooting
• Basic wired and wireless connectivity troubleshooting
• Hardware diagnostics and authorized minor repairs
• Experience providing hands-on support in an onsite work environment.
• Strong customer-service, interpersonal, verbal, and written communication skills.
• Ability to accurately document technical issues, work performed, and resolutions.
• Ability to safely move and position computers, monitors, laptops, and related equipment weighing up to 40 pounds, with or without reasonable accommodation.

Preferred Qualifications

• CompTIA A+, Network+, or a comparable IT certification.
• Experience with ServiceNow incident, request, and asset-management functions.
• Experience with SCCM/MECM and device-imaging environments.
• Experience with Microsoft Intune and modern device-management tools.
• Familiarity with Active Directory and authorized user-account administration.
• Experience supporting SAP, Adobe applications, or similar enterprise software.
• Experience supporting Lenovo, Dell, HP, or comparable enterprise hardware.
• Basic audiovisual and conference-room technology experience.
• Experience coordinating manufacturer warranty and repair services.
• Experience supporting both onsite and remote users.