Key Responsibilities and Required Skills for Field Support Specialist

🎯 Role Definition

As a Field Support Specialist, you are the face and hands of the IT department, providing essential on-site technical support to our employees across various locations. You will be responsible for resolving complex technical issues, ensuring the stability and integrity of our desktop and network infrastructure, and delivering an exceptional customer service experience. This role requires a unique blend of deep technical knowledge, hands-on problem-solving skills, and outstanding interpersonal abilities. You are the go-to expert for our end-users, ensuring their technology works seamlessly so they can focus on driving our business forward.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Help Desk Technician
Desktop Support Analyst
Junior IT Generalist

Advancement To:

Senior Field Support Specialist / Team Lead
System Administrator
Network Administrator

Lateral Moves:

IT Project Coordinator
IT Security Analyst

Core Responsibilities

Primary Functions

Travel to various company sites to provide in-person, hands-on technical support for desktops, laptops, printers, mobile devices, and related peripherals.
Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues in a timely manner to minimize user downtime.
Install, configure, and upgrade computer hardware, operating systems (Windows/macOS), and a wide range of enterprise software applications.
Manage the entire lifecycle of end-user hardware, from deployment and setup of new workstations to decommissioning and disposal of outdated equipment.
Respond to, prioritize, and resolve service desk tickets escalated from Level 1 support, meticulously documenting all interactions and solutions.
Provide direct support for audio/visual (AV) equipment in conference rooms, ensuring systems are operational for critical meetings and events.
Perform user account administration within Active Directory, including creating new accounts, managing permissions, and handling password resets.
Execute hardware repairs, component replacements, and system upgrades to extend the life and performance of our technology assets.
Educate and train end-users on new hardware, software features, and IT best practices to empower them and reduce future support requests.
Image and deploy new computer systems using tools like SCCM, Intune, or other enterprise deployment solutions.
Support and troubleshoot corporate mobile devices (iOS and Android), including setup, configuration, and management via Mobile Device Management (MDM) platforms.
Ensure all IT activities are compliant with established security policies, standards, and procedures to protect company data and systems.
Act as a local IT liaison, communicating system-wide changes, outages, and updates to employees at assigned locations.
Provide remote support for users at home or in other offices using tools like Remote Desktop, TeamViewer, or Bomgar.
Troubleshoot basic network infrastructure issues, including patching cables, verifying port connectivity, and diagnosing local network performance problems.

Secondary Functions

Assist with IT asset management, including conducting regular inventory audits, tracking software licenses, and maintaining an accurate asset database.
Coordinate with third-party vendors and service providers for warranty claims, hardware repairs, and procurement of new equipment.
Develop and maintain comprehensive documentation, including knowledge base articles, standard operating procedures (SOPs), and user-facing guides.
Participate in and provide technical support for IT projects, such as office relocations, technology rollouts, and infrastructure upgrades.
Gather feedback from end-users to help identify trends, recurring issues, and opportunities for service and system improvements.
Support the setup and breakdown of IT equipment for company-wide events, town halls, and special projects.

Required Skills & Competencies

Hard Skills (Technical)

Deep expertise in supporting and troubleshooting Windows 10/11 and macOS operating systems in a corporate environment.
Proficient in user and group administration within Microsoft Active Directory and Azure AD.
Strong experience with the Microsoft 365/Office 365 suite, including Outlook, Teams, SharePoint, and OneDrive.
Hands-on experience with IT Service Management (ITSM) ticketing systems like ServiceNow, Jira Service Management, or Zendesk.
Solid understanding of TCP/IP networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Experience with endpoint management and deployment tools such as Microsoft SCCM/Intune, Jamf, or similar.
Proven ability to diagnose and repair PC and laptop hardware (e.g., RAM, HDDs/SSDs, motherboards).
Familiarity with Mobile Device Management (MDM) platforms for iOS and Android.

Soft Skills

Exceptional customer service and interpersonal skills with a strong sense of empathy and patience.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Superior analytical and problem-solving abilities, capable of methodically resolving complex issues.
Strong time management and organizational skills, with the ability to prioritize tasks effectively in a fast-paced environment.
Ability to work independently and autonomously with minimal supervision while on-site.
A proactive and collaborative mindset, eager to learn new technologies and contribute to team success.
High degree of professionalism and reliability, especially when representing the IT department in the field.

Education & Experience

Educational Background

Minimum Education:

Associate's degree in a technical field or equivalent combination of vocational training and professional certifications (e.g., CompTIA A+).

Preferred Education:

Bachelor's degree in a technology-related discipline.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

2-5 years of direct experience in a hands-on desktop support, technical support, or field service technician role.

Preferred:

Preference for candidates with experience supporting a multi-site, enterprise-level organization. Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (e.g., MD-100/101) are highly desirable.