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Key Responsibilities and Required Skills for a Field Technology Specialist

💰 $55,000 - $85,000

Information TechnologyTechnical SupportField Services

🎯 Role Definition

Are you a tech-savvy problem-solver who thrives outside the confines of a traditional office? As a Field Technology Specialist, you are the face of the IT department, providing critical hands-on support to our end-users, clients, and remote offices. This role is a perfect blend of deep technical expertise, exceptional customer service, and professional autonomy. You'll be responsible for ensuring our technology infrastructure—from individual workstations to complex network systems—runs smoothly and efficiently across various field locations, directly impacting our organization's productivity and success.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Technician
  • Desktop Support Specialist
  • Junior Network Technician

Advancement To:

  • Senior Field Technology Specialist
  • Field Services Manager
  • IT Project Coordinator / Manager
  • Network Engineer

Lateral Moves:

  • Systems Administrator
  • IT Operations Specialist
  • Security Analyst

Core Responsibilities

Primary Functions

  • Travel to various client sites, branch offices, and remote locations to perform on-site installation, configuration, repair, and preventative maintenance of desktops, laptops, printers, servers, and network equipment.
  • Diagnose and resolve complex hardware, software, and network connectivity issues by utilizing systematic troubleshooting methods, advanced diagnostic tools, and effective collaboration with remote support teams.
  • Serve as the primary point of contact for on-site technical assistance, providing timely and professional support to end-users and ensuring a high level of customer satisfaction.
  • Manage and prioritize a queue of service requests and incident tickets using an ITSM platform (e.g., ServiceNow), ensuring all activities are documented thoroughly and SLAs are met.
  • Perform physical "rack and stack" of server and network hardware in data closets and server rooms, including structured cabling, cable management, and proper device labeling.
  • Deploy and support mobile devices (smartphones, tablets) using Mobile Device Management (MDM) solutions like Microsoft Intune or Jamf, including enrollment, policy enforcement, and application deployment.
  • Execute hardware lifecycle management, including imaging new computers, deploying equipment for new hires, and processing hardware for retiring employees according to company standards.
  • Provide hands-on support for audio/visual (A/V) systems and video conferencing equipment in meeting rooms to ensure seamless collaboration for on-site and remote participants.
  • Conduct comprehensive site surveys and assessments to plan for new technology rollouts, network upgrades, or office relocations, documenting existing infrastructure and identifying requirements.
  • Train and empower end-users on the proper use of hardware and software, creating a more self-sufficient user base and promoting best practices for technology usage.
  • Act as "smart hands" for senior network and systems engineers, assisting with guided troubleshooting, equipment reboots, and configuration changes on critical infrastructure.
  • Maintain a detailed and accurate inventory of all IT assets, including spare parts and consumables, using asset management software to track equipment from deployment to disposal.
  • Implement and enforce IT security policies and procedures on-site, ensuring devices are compliant with antivirus, encryption, and patch management standards.
  • Install, terminate, and test low-voltage network cabling (Cat5e/Cat6), and troubleshoot physical layer connectivity issues within the local area network.
  • Collaborate with vendors and third-party service providers for warranty repairs, hardware replacements, and specialized technical support escalations.
  • Develop and maintain technical documentation, knowledge base articles, and site-specific support guides to improve service delivery and share knowledge across the IT team.
  • Provide rotational on-call and after-hours support for critical system outages and emergency technical issues, demonstrating flexibility and a commitment to business continuity.
  • Support and troubleshoot Point of Sale (POS) systems, peripherals, and associated software in retail or customer-facing environments.
  • Assist in the execution of IT projects, including system upgrades, software migrations, and large-scale hardware deployments, adhering to project timelines and deliverables.
  • Proactively identify opportunities for process improvement, system optimization, and enhanced user experience in the field, providing valuable feedback to IT leadership.
  • Manage a company-provided service vehicle, ensuring it is properly stocked with tools, parts, and equipment necessary to perform daily tasks efficiently.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis related to service ticket trends and asset performance.
  • Contribute to the organization's data strategy and roadmap by providing real-world feedback on technology performance and user needs.
  • Collaborate with business units to translate data needs into engineering requirements for new tools and reports.
  • Participate in sprint planning and agile ceremonies within the broader IT team.
  • Assist in the evaluation and testing of new hardware and software to ensure compatibility and performance within the company's technology ecosystem.

Required Skills & Competencies

Hard Skills (Technical)

  • Operating Systems: Deep proficiency with Windows (10/11) and/or macOS, including deployment (imaging), management, and advanced troubleshooting.
  • Networking: Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and hands-on experience troubleshooting LAN/WAN connectivity.
  • Hardware Expertise: Extensive hands-on experience diagnosing and repairing desktops, laptops, printers, and other peripherals from major vendors (Dell, HP, Lenovo, Apple).
  • Active Directory / Entra ID: Experience with user account management, group policies, security permissions, and device management in an Active Directory or Azure AD/Entra ID environment.
  • ITSM Platforms: Competency using IT service management and ticketing systems such as ServiceNow, Jira Service Desk, or Zendesk for incident and request management.
  • Microsoft 365: Advanced support skills for the Microsoft 365/Office 365 suite, including Outlook, Teams, SharePoint, and OneDrive configuration and troubleshooting.
  • Mobile Device Management (MDM): Familiarity with MDM platforms like Microsoft Intune, Jamf, or MobileIron for configuring and securing corporate mobile devices.
  • Server Hardware: Basic knowledge of server hardware installation (rack and stack), cabling, and familiarity with remote access tools (iDRAC, iLO).

Soft Skills

  • Customer Service Excellence: An unwavering commitment to providing a positive and professional customer experience, with the ability to explain complex technical issues to non-technical users patiently and effectively.
  • Problem-Solving & Critical Thinking: Superior analytical and critical-thinking abilities, demonstrating a logical, data-driven approach to resolving issues efficiently and permanently.
  • Time Management & Autonomy: Excellent organizational skills with the capacity to prioritize a dynamic workload, manage multiple appointments, and work independently with minimal supervision.
  • Communication: Clear, concise, and professional communication skills, both written and verbal, for interacting with users, team members, and management.
  • Adaptability: The ability to remain calm and effective when faced with unexpected challenges, changing priorities, and high-pressure situations.
  • Attention to Detail: A meticulous approach to documenting work, managing inventory, and following standardized procedures to ensure accuracy and consistency.

Education & Experience

Educational Background

Minimum Education:

Associate's degree in a technology-related field or, alternatively, a high school diploma combined with equivalent professional experience and relevant certifications (e.g., CompTIA A+, Network+).

Preferred Education:

Bachelor's degree in Information Technology, Computer Science, or a related discipline.

Relevant Fields of Study:

  • Information Technology
  • Computer Information Systems
  • Network Administration

Experience Requirements

Typical Experience Range:

3-7 years of hands-on experience in a desktop support, field service technician, or similar hands-on IT support role.

Preferred:

  • Experience supporting a multi-site, geographically dispersed enterprise environment.
  • Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate are highly desirable.
  • A clean driving record and the ability to travel frequently to various work sites.
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