Field Service Technician

Key Responsibilities

• Provide Level 1 and Level 2 technical support to employees via phone, email, remote tools, and ticketing systems.
• Troubleshoot Windows operating systems, desktops, laptops, printers, scanners, and other peripherals.
• Create, update, and resolve support tickets while documenting troubleshooting steps.
• Escalate complex issues to higher-level support teams when necessary.
• Travel to branch offices to provide onsite technical support.
• Install, configure, and deploy desktops, laptops, printers, monitors, and other IT equipment.
• Configure and troubleshoot networking devices including switches, routers, Wi-Fi, and network connectivity.
• Perform workstation setups for new hires, office relocations, and branch expansions.
• Auxiliary in hardware refresh projects and technology upgrades.
• Auxiliary in Active Directory user account management, password resets, and user provisioning.
• Deploy software updates, Windows patches, antivirus, and endpoint security solutions.
• Support Multi-Factor Authentication (MFA) and secure access policies.
• Ensure compliance with IT security standards and financial industry policies.
• Maintain accurate IT asset inventory and documentation.

Qualifications & Requirements

• 8+ years of experience in Help Desk, Desktop Support, or Field Services.
• Strong experience supporting Windows 10/11 environments.
• Hands-on experience with Active Directory and Microsoft Office 365.
• Experience with Remote Desktop tools and remote user support.
• Strong knowledge of desktop hardware, printers, scanners, and peripherals.
• Basic networking knowledge including TCP/IP, DNS, DHCP, switches, routers, Wi-Fi, and VPN connectivity.
• Experience working with IT ticketing systems such as ServiceNow, Jira, Zendesk, or similar.
• Excellent troubleshooting, analytical, and customer service skills.
• Strong verbal and written communication skills.
• Ability to work independently in a fast-paced environment.