Position Summary
IT Field Services Technicians are professionals responsible for providing on-site technical support, maintenance, and troubleshooting services to clients or organizations. They work directly in the field, addressing IT-related issues and ensuring that computer systems, networks, and technology infrastructure function effectively.
Responsibilities
- On-Site Technical Support: Travel to client locations or within an organization to diagnose and resolve hardware, software, and network-related IT issues.
- Installation and Configuration: Install, configure, and set up computer systems, servers, peripherals, and software applications at client sites or within the organization.
- Hardware Maintenance: Perform routine maintenance, inspections, and repairs of computer hardware components, including desktops, laptops, servers, and networking equipment.
- Software Troubleshooting: Diagnose and resolve software issues, such as operating system errors, application glitches, and driver conflicts, to ensure proper functionality.
- Operating System Support: Provide support for various operating systems (e.g., Windows, macOS, Linux) and assist users with software installation and troubleshooting.
- Network Troubleshooting: Identify and resolve network connectivity issues, including problems with routers, switches, cabling, and wireless networks.
- Peripheral Support: Troubleshoot and maintain peripheral devices, such as printers, scanners, and monitors, to ensure they function correctly.
- User Account Management: Assist with user account creation, password resets, and access control, ensuring that users have the necessary permissions and access rights.
- Data Backup and Recovery: Implement data backup solutions and assist with data recovery in case of data loss or system failures.
- Security Compliance: Ensure that IT systems and configurations comply with security policies and standards. Address security vulnerabilities and enforce best practices.
- Documentation: Maintain detailed records of service calls, equipment configurations, and performed tasks. Complete service reports and documentation of findings and resolutions.
- Inventory Management: Keep track of inventory, spare parts, and IT equipment in the field service vehicle to ensure availability for on-site repairs and replacements.
- Training: Provide basic user training and guidance to end-users on IT equipment operation, software usage, and best practices.
- Remote Support: When possible, offer remote technical support to clients or end-users using remote desktop tools or phone support to resolve issues without the need for an on-site visit.
- Emergency Response: Be available for emergency IT service calls and be prepared to respond promptly to critical IT issues that require immediate attention.
- Customer Interaction: Communicate effectively with clients or end-users to explain technical issues and solutions in non-technical language. Provide updates on service progress and estimated time of completion.
Qualifications
- Strong technical skills, problem-solving abilities, excellent communication, and a customer-focused mindset are crucial for success in this role.
- The ability to adapt to different IT environments and technologies is essential for IT Field Techs to provide effective on-site support.
Physical Requirements:
- Prolonged periods sitting at a desk and working on computer.
- Occasional walking between facilities.
- Occasional lifting, pushing, pulling up to 15 lbs.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
