Responsibilities
* We are looking for a Senior Field Services Technician to deliver reliable, on-site IT support services across client facilities. The role involves providing Level 2+ support and performing various IT field service activities to ensure the availability and operational readiness of end-user and facility production IT devices.
* Provide on-site Level 2 IT support to end users, resolving incidents, service requests, and problem tickets assigned to the Field Services assignment group
* Troubleshoot and resolve issues related to system hardware, application software, and operating systems
* Perform endpoint security remediations as assigned by Security
* Support end-user and IT devices, including Windows desktops and laptops, Apple devices (MacBooks, iPads), Chromeboxes, printers, scanners, etc.
* Provide hands-and-feet support for facility infrastructure (network, systems administration, etc.) and on-site event support (e.g., board meetings)
* Coordinate with the central IT Service Desk to ensure adherence to SLAs and high customer satisfaction
* Perform equipment setup for Moves, Adds, and Changes (MAC)
* Manage PC refresh and hardware asset lifecycle processes, including imaging, configuration, deployment, and reclamation
* Manage IT equipment delivery and maintain asset inventory for computers, peripherals, and accessories
* Conduct weekly inventory audits and submit stock reports
* Coordinate with vendors for RMAs and troubleshooting of hardware and software issues
Required Skills
* Associate's or Bachelor's degree in IT, Computer Science, or a related field, or equivalent work experience
* 5+ years of experience in IT field services or deskside support
* CompTIA A+ certification
* Understanding of the ITIL framework and IT technologies
* Experience managing infrastructure or customer-facing support (desk-side services)
* Experience working with technology vendors
* Proficiency in Microsoft Office tools, including Excel and PowerPoint
* Excellent verbal, written, and presentation skills
* Ability to manage multiple tasks and thrive in a fast-paced, dynamic environment
Nice-to-Have Skills
* ITIL v4 certification
* Related infrastructure certifications (networking, virtualization)