IT Field Technician

About the role

The IT Field Technician performs hands-on, on-site tasks related to the deployment, maintenance, and troubleshooting of computer hardware, peripherals, and other computing devices. This role responds to user requests, advises on appropriate actions, and ensures timely resolution of technical issues.

Responsibilities

• Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
• Respond to service requests promptly, keep customers updated, and document service call completions with comprehensive details, including parts and equipment used.
• Diagnose and troubleshoot malfunctions in computer or network devices, equipment, and systems at client locations, addressing user errors, hardware faults, or software/network issues.
• Analyze service request data for trends and recommend process improvements for the ticketing system.
• Document user identification information, including name, department, contact details, problem description, computer name, and resolution.
• Attend team Level 10 meetings and monthly administrative meetings.
• Use documentation, peers, and other resources to resolve issues on initial contact.
• Build rapport with customers, elicit problem details, and prioritize or escalate issues as needed.
• Actively monitor and report compliance with customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• 2+ years of related experience.
• 1+ year of experience in field service.
• Valid driver’s license and a dependable vehicle.

Skills

• Maintain working components through repair or replacement.
• Assist customers and staff with hardware and software challenges.
• Excellent customer service and interpersonal skills, including the ability to remain calm and professional in tense situations.
• Strong time management and ability to work efficiently with or without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment to evaluate situations and provide effective solutions.
• Attention to detail, organizational skills, and ability to prioritize multiple tasks.
• Effective communication of technical information to non-technical users.

Physical Requirements

• Able to bend, crawl, stoop, and sit.
• Able to lift and move up to 50 pounds.
• Outdoor service work 10-40% of the time.
• Occasional ladder climbing and work on elevated equipment.
• Local or regional travel 75-100% of the time.
• Limited overnight travel.

Pay

$45,000–$60,000 per year.