Field Support Tech

Job Description

The Field Support Technician is responsible for providing professional onsite end-user technical support and working with other Support Services team members to prevent or resolve technical issues. This position will support multiple locations.

Essential Functions

• Demonstrate TSTC Core values of Excellence, Accountability, Service and Integrity with internal and external stakeholders, customers, students and members of the community.
• Provide in-person and remote support to TSTC campuses.
• This role will specialize in providing high-touch care to prominent clients who require quick response.
• Provide configuration guidelines for Windows PC, Tablet, and Mac systems and provide break/fix repair of these systems for select clients including but not limited to:
• Hardware repairs: Fixing broken hardware components like hard drives, motherboards, or screens.
• Software troubleshooting: Diagnosing and resolving software conflicts, application errors, and operating system problems.
• Data recovery: Assisting in recovering lost or deleted data.
• Virus and malware removal: Cleaning infected systems and preventing future infections.
• Remote support: Providing technical assistance remotely via phone, email, or remote access software.
• Guide end-users through troubleshooting procedures to restore services.
• Escalate problems and requests as necessary to ensure a positive resolution.
• Cook with supporting teams to ensure proper hand-off, escalation, and closure of support tickets.
• Conduct installation, upgrade and overall maintenance of PC desktop systems, software and peripherals.
• Track and record all activities, including symptom & solution history, hours, equipment & supplies, mileage, etc.
• Aid clients with operation of office equipment (computers, printers, scanners, phones) and with learning how to submit support requests via a web-based user interface and access knowledge base systems.
• Contribute input to knowledgebase articles relating to troubleshooting and support of the client’s environment.
• Provide on-call support as needed.
• Perform installation, troubleshooting, and maintenance of IT equipment, which requires lifting, carrying, and moving up to 50 lbs, standing for extended periods, bending, kneeling, reaching, and working in confined spaces or on ladders as needed.
• Install and maintain cabling and hardware in various environments, which may require climbing ladders, working in tight spaces, and handling tools and equipment safely.

Education/Experience/Knowledge/Skills

• Special Requirements: Must be able to pass a Criminal Justice Information Services (CJIS) background check. May need to work evening or weekend hours.
• Education/Experience: Associate degree in Information Technology preferred. 1- 2 years desktop and network troubleshooting experience across multiple platforms, various printers, and VOIP Phones. 1- 2 years experience installing and troubleshooting Microsoft Windows 10/11 and MS Office suite. Ability to work effectively without constant supervision and as a team player. Ability to define problems, collect data, establish facts and draw valid conclusions quickly. Willingness to learn and adapt to new technologies and industry best practices. Excellent time management skills. Ability to multi-task many requests in an organized and timely manner. Must be able to balance and prioritize requests from multiple people.
• Knowledge/Skills: CompTIA, A+, Network+, or ITIL Foundations a plus.

Equal Opportunity Employer

Texas State Technical College (TSTC), as an equal opportunity employer, complies with all applicable federal and state laws regarding nondiscrimination. TSTC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, disability, religion, or veteran status in employment, educational programs and activities, and admissions.