Field Services Support

Essential Functions and Responsibilities

• Provide timely, day-to-day technical support for site-specific IT systems and processes.
• Travel within the CRSA region to deliver on-site assistance and meet local operational requirements. No overnight travel required.
• Collaborate with local and remote IT teams to align technological solutions with specific business functions.
• Act as a primary liaison for business units to support local resources containing IT components.

Endpoint Management & Automation

• Manage and maintain local computer hardware, including peripherals and specialized site equipment.
• Ensure all systems remain secure and functional through routine firmware patching and security software management.
• Develop or modify automation and scripting to improve site-specific efficiency.
• Maintain comprehensive inventory documentation within the ITSM system.

Service Desk Plus

• Manage desktop productivity suites, ensuring they are accessible and properly patched.
• Maintain a functional understanding of site-specific applications, including installation and ongoing maintenance.
• Document site-specific configurations and share knowledge with the Service Management team.

Network Infrastructure & Connectivity

• Install and configure physical networking equipment and media following DOM-DoIT standards.
• Monitor site ICN circuits and external communication circuits to minimize downtime.
• Communicate planned maintenance and outage status to site executives and management.

Administration & Compliance

• Track all support activities and vendor-related issues via the DOM-DoIT ITSM system.
• Produce step-by-step technical documentation and weekly status reports for projects and tasks.
• Participate in on-call rotations and team meetings as required.

Requirements

• Availability: Participation in an on-call rotation as necessary to support critical business functions.
• Technical Literacy: Proficiency in ITSM systems, scripting for automation, and network hardware configuration.
• Endpoint Management: Ability to manage, patch, and maintain computer hardware, firmware, and peripherals (printers, scanners, etc.).
• Network Admin: Proficiency in installing & config physical networking equipment and monitoring Wide Area Network or external communication circuits. Hands on installation; providing troubleshooting information to networking and server administrators; MS Teams phone experience may be of value.
• Systems Diagnostics: Expertise in troubleshooting day-to-day technical issues for IT-specific systems and integrated components.
• ITSM Proficiency: Experience using IT Service Management (ITSM) systems for inventory tracking, ticket management, and knowledge base documentation.