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Key Responsibilities and Required Skills for IT Field Services Technician

💰 $45,000 - $75,000

ITField ServicesTechnical SupportHelp Desk

🎯 Role Definition

The IT Field Services Technician provides on-site technical support and end-user IT services across one or multiple locations. This position focuses on break/fix hardware repairs, desktop and laptop deployments, peripheral and network troubleshooting, meeting-room A/V and VOIP support, endpoint provisioning and imaging, mobile device management (MDM), and customer-facing technical assistance. The role requires strong troubleshooting skills, experience with ticketing and asset management systems, and the ability to work independently while maintaining SLA-driven service levels.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Level 1 Support
  • Desktop Support Technician
  • IT Intern or Technical Support Specialist

Advancement To:

  • Senior Field Services Technician
  • Systems / Infrastructure Engineer
  • IT Support Manager / Service Desk Manager

Lateral Moves:

  • Systems Administrator
  • Network Technician / Network Support Engineer
  • Unified Communications Specialist (VoIP/Video)

Core Responsibilities

Primary Functions

  • Provide professional on-site and remote troubleshooting and repair for desktops, laptops, thin clients and end-user peripherals (printers, scanners, docking stations), ensuring rapid resolution and full documentation within the team's ticketing system (ServiceNow, Zendesk, Jira or equivalent).
  • Deploy and image new workstations and laptops using industry-standard imaging and deployment tools (SCCM/Endpoint Manager, MDT, WDS, FOG), ensuring consistent configuration, security baseline application, and timely asset turnover.
  • Provision and de-provision user accounts, mailboxes and permissions in Active Directory, Azure AD and Office 365, including group membership, drive mappings, and profile configuration according to access control and onboarding/offboarding procedures.
  • Perform on-site network troubleshooting for wired and Wi‑Fi connectivity issues (TCP/IP, DNS, DHCP), including basic switch and firewall checks, cable tracing, and collaboration with network teams for escalations and root-cause analysis.
  • Install, configure and support VOIP desk phones, conference room A/V systems, video conferencing endpoints (Zoom Rooms, Teams Rooms) and meeting-room peripherals; perform preventitive checks and urgent on-site fixes prior to scheduled meetings.
  • Enroll and manage mobile devices (iOS, Android) through MDM platforms (Intune, Jamf, MobileIron), perform secure wipe/reenrollment, and enforce mobile security and compliance policies including encryption and passcode enforcement.
  • Apply hardware repairs and component replacements for motherboards, storage, memory, batteries, and displays; perform component-level troubleshooting and work with vendors/manufacturers for warranty RMA processes.
  • Execute operating system upgrades and patch management tasks on endpoints and laptops, validate post-patch functionality, and escalate complex compatibility issues to engineering teams; maintain up-to-date endpoint security signatures and configuration.
  • Ensure compliance with company IT asset lifecycle processes—tagging, inventory reconciliation, accurate CMDB/asset-management entries, warranty tracking and timely retirement or redeployment of hardware.
  • Respond to priority/critical incidents and participate in on-call rotation to provide emergency field support outside normal business hours when required, ensuring SLA targets and customer communication expectations are met.
  • Maintain and update knowledge base articles, step-by-step runbooks and technical documentation for repeatable field tasks, deployments, and troubleshooting procedures, improving first-time fix rates and team efficiency.
  • Conduct endpoint security checks including disk encryption (BitLocker, FileVault), antivirus/EDR status validation, MFA enrollment troubleshooting, and remediation of policy compliance issues in collaboration with security teams.
  • Configure, test and support VPN connectivity, remote desktop solutions (Microsoft RDP, AnyDesk, TeamViewer) and Zero Trust access clients; assist remote workers with connectivity and access problems.
  • Coordinate with third-party vendors and managed service providers for escalations, warranty repairs, advanced component replacements and facility access scheduling to minimize business disruption.
  • Build and maintain spare parts inventory for common field repairs, managing stock levels, procurement requests, and tracking consumption against SLAs to ensure readiness for high-volume rollouts or incident surges.
  • Lead on-site desktop and device refresh projects, including scheduling, logistics, imaging, migration of user data, peripheral reconfiguration, and post-deployment verification against acceptance criteria.
  • Execute cabling basics for office workspaces (patching, labeling, simple moves/adds/changes) and collaborate with structured cabling teams for major installations and cross-connects in IDF/MDF closets.
  • Provide hands-on user training and quick coaching on day-to-day IT tools (Office 365 apps, printing workflows, VPN, collaboration platforms), focusing on reducing recurring tickets and improving user adoption.
  • Perform routine health checks and preventative maintenance on specialized hardware (POS systems, kiosks, barcode scanners) and coordinate firmware updates and vendor-scheduled maintenance.
  • Track service metrics and generate periodic reports on ticket volumes, recurring incidents, asset lifecycle status and SLA performance; identify trends and propose continuous improvement initiatives to reduce repeat failures.
  • Execute secure device imaging and configuration for contractors, lab environments or temporary workers, ensuring proper access controls and data protection procedures are in place.
  • Manage multi-site rollout logistics for hardware and peripheral deployments—coordinate shipping, staging, staging validation, and remote support for distributed teams during global refreshes.
  • Escalate complex or systemic issues to Systems, Network, or Security teams with detailed diagnostics, captured logs, and reproducible steps, facilitating faster root cause analysis and resolution.
  • Support compliance and audit activities by providing device inventories, access logs, incident histories and patch status reports to internal auditors and compliance teams.
  • Implement and enforce health and safety, security and access policies when working in data centers, secure rooms and client premises, including use of PPE and adherence to visitor and asset handling procedures.
  • Maintain high standards of customer service and communication—set clear expectations, provide timely updates to end users and stakeholders, and seek feedback to measure satisfaction and improve service quality.

Secondary Functions

  • Assist in continuous improvement initiatives such as automation of imaging, remote support workflows, and inventory reconciliation to increase throughput and first-time fix ratios.
  • Support ad-hoc reporting requests and data pulls from ticketing and asset systems for operations and finance (e.g., depreciation schedules, RMA volumes).
  • Mentor junior technicians, providing onboarding training for field processes, asset tools and customer-facing best practices.
  • Participate in cross-functional projects for office moves, vendor integrations, and new site commissioning by providing field services input and hands-on support.
  • Contribute to the organization’s device lifecycle strategy, recommending refresh cadence, standardization opportunities and vendor selection insights.
  • Assist facilities teams with power, rack and floor planning for IT equipment deployments and server moves.
  • Conduct periodic security awareness checks on endpoints and report findings to the security operations team.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows 10 / Windows 11 administration, troubleshooting and imaging (SCCM / Microsoft Endpoint Manager / MDT).
  • macOS support and deployment (including experience with Jamf or Apple Device Management).
  • Active Directory and Azure AD user account management, group policy basics, and domain join procedures.
  • Microsoft 365 / Office 365 configuration and troubleshooting (Outlook, Teams, OneDrive).
  • Mobile Device Management (Intune, Jamf, MobileIron) for iOS and Android device provisioning and policy enforcement.
  • Endpoint security and encryption: BitLocker, FileVault, antivirus/EDR verification and remediation.
  • Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, basic switch and Wi‑Fi troubleshooting, and VPN configuration.
  • Ticketing and ITSM tools: ServiceNow, Jira Service Desk, Zendesk, or other ticketing platforms; SLA and prioritization workflows.
  • Imaging and deployment tools: SCCM/Endpoint Manager, MDT, WDS, Ghost or equivalent enterprise imaging systems.
  • Remote support technologies: Microsoft Remote Desktop, TeamViewer, AnyDesk, Splashtop, and remote management best practices.
  • VOIP and unified communications support: provisioning phones, troubleshooting SIP/handset issues, and supporting Zoom/Teams Rooms.
  • Peripheral and POS hardware troubleshooting: printers, multifunction devices, barcode scanners, magnetic stripe readers.
  • Basic scripting for automation and diagnostics (PowerShell preferred; Bash helpful).
  • Asset and inventory management: CMDB updates, barcode/RFID tagging, warranty tracking and lifecycle reporting.
  • Familiarity with patch management processes and tools for endpoints, and ability to validate successful patch deployment.

Soft Skills

  • Customer-focused communication with ability to explain technical issues in plain language to non-technical users.
  • Strong troubleshooting mindset with methodical diagnostic approaches and attention to detail.
  • Time management and prioritization skills to handle an SLA-driven workload across multiple sites.
  • Professional demeanor and discretion when working on-site in client environments and secure areas.
  • Team collaboration and escalation discipline—knows when to escalate and how to document technical details clearly.
  • Adaptability to changing environments, new tools and evolving security policies.
  • Proactive ownership of incidents and projects, with a focus on root-cause elimination and continuous improvement.
  • Reliability for on-call rotations, scheduled rollouts and travel between sites as required.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent (required).

Preferred Education:

  • Associate or Bachelor’s degree in Information Technology, Computer Science, Network Administration, or related technical discipline (preferred).

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Cybersecurity
  • Electronics / Computer Engineering

Experience Requirements

Typical Experience Range:

  • 1–5 years of hands-on experience in desktop support, field services, or on-site technical support roles.

Preferred:

  • 3+ years of field services or desktop support experience in a corporate or multi-site environment.
  • Proven track record working with SCCM/Endpoint Manager, Active Directory, Microsoft 365, and MDM (Intune/Jamf).
  • Experience using enterprise ticketing systems (ServiceNow, Jira, Zendesk) and meeting SLA targets.
  • Prior experience with VOIP provisioning and meeting room A/V support is highly desirable.
  • Valid driver’s license and willingness to travel between sites; background checks or building access clearance may be required.
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