Key Responsibilities and Required Skills for IT Field Technician

🎯 Role Definition

An IT Field Technician delivers hands‑on technical support at customer and company sites. This role focuses on on‑site hardware deployment, configuration, and repair of desktops, laptops, printers, phones and AV equipment; diagnosing and resolving network, connectivity and endpoint issues; managing assets and documentation; and ensuring SLA compliance. The ideal candidate combines strong customer service skills with practical networking and systems knowledge, experience with ticketing systems and MDM, and the ability to work independently in diverse environments.

📈 Career Progression

Typical Career Path

Entry Point From:

Help Desk / 1st Line Support Technician
Desktop Support Specialist
Junior Network Technician

Advancement To:

Senior Field Technician / Lead Field Engineer
Systems Administrator or Network Engineer
IT Infrastructure Manager / Field Services Manager

Lateral Moves:

AV/Conference Room Support Specialist
IT Asset Management / Deployment Coordinator
Project Coordinator for IT rollouts

Core Responsibilities

Primary Functions

Provide on-site installation, configuration, and commissioning of desktops, laptops, thin clients, docking stations, monitors, mobile devices and peripheral hardware (printers, scanners, card readers), ensuring each asset meets company imaging and security standards.
Diagnose and resolve local and remote user issues for Windows (10/11), macOS, and selected Linux distributions, including OS installation, driver updates, patching, and performance tuning to maximize endpoint reliability.
Troubleshoot wired and wireless network connectivity (TCP/IP, DHCP, DNS, VLANs, Wi‑Fi 802.11 standards), including switch, router and AP basics, to restore service and identify root causes of intermittent network failures.
Install, configure and maintain multifunction printers (MFPs) and print servers, resolve spooler issues, set up networked printers and ensure secure printing and authentication where required.
Provide VoIP and unified communication support: provision handsets, configure SIP endpoints, troubleshoot call quality issues, and maintain firmware and provisioning profiles for platforms like Cisco, Poly, and Yealink.
Use enterprise ticketing systems (ServiceNow, JIRA Service Management, Zendesk) to log incidents, manage request queues, prioritize work against SLA objectives, update tickets with diagnostics and resolution steps, and communicate status to stakeholders.
Perform on-site audio‑visual (AV) support for meeting rooms and collaboration spaces: install and configure Zoom Rooms/Teams Rooms, troubleshoot projectors, displays, cameras and room controllers, and resolve connectivity for hybrid meetings.
Execute hardware repairs and component replacements (SSD/HDD swaps, memory upgrades, motherboard peripherals), perform BIOS/UEFI updates, and validate system integrity after repairs.
Deploy and manage device imaging and provisioning workflows using tools such as Microsoft Endpoint Configuration Manager (SCCM), Intune (Autopilot), MDT or Jamf for macOS, ensuring consistent configurations and security baselines.
Manage mobile device enrollment via MDM solutions (Microsoft Intune, VMware Workspace ONE/AirWatch), apply profiles/policies, troubleshoot enrollment and compliance issues, and secure corporate mobile endpoints.
Execute Active Directory and identity tasks onsite or via remote administration: user provisioning/deprovisioning, password resets, group membership changes, and workstation domain joining.
Conduct preventative maintenance, health checks and firmware updates for networked equipment and end-user devices; identify devices approaching end-of-life and recommend refresh plans.
Maintain accurate on-site asset inventories: tagging, barcoding, lifecycle tracking, warranty verification, and coordinating RMA processes with vendors to minimize downtime.
Support technology rollouts and office relocations: plan site visits, cable and rack installations, coordinate shipping and staging, and perform final acceptance testing for deployed systems.
Provide remote troubleshooting using remote desktop and remote access tools (Microsoft Remote Desktop, TeamViewer, AnyDesk, Bomgar), escalating to field visits when on-site presence is required for hardware repair or network fixes.
Create and maintain technical documentation, runbooks and knowledge base articles that capture troubleshooting steps, standard configurations and lessons learned to improve team efficiency and first‑time fix rates.
Escalate complex or safety‑critical issues to senior engineers or vendor support, furnishing comprehensive diagnostics, logs and test results to accelerate resolution.
Train end users and local site administrators on hardware usage, AV room procedures, basic troubleshooting tips, and security best practices to reduce recurring tickets and improve user satisfaction.
Ensure on-site compliance with corporate security policies: endpoint protection, encryption, patch management, secure disposal, access control and data privacy practices.
Maintain accurate time and travel logs, job site reports and post-visit summaries to support invoicing, SLA reporting and continuous improvement initiatives.
Coordinate with cross-functional teams (network, security, desktop engineering, facilities) to execute complex fixes and infrastructure changes while minimizing disruption to business operations.
Participate in after-hours support rotations and emergency incident responses when required, providing on-call troubleshooting and remote diagnostics to restore critical services.

Secondary Functions

Assist with ad-hoc technical audits and site surveys to identify cabling, power or environmental issues that may impact equipment performance.
Support pilot programs and proof-of-concept deployments, gathering real-world feedback and recommending configuration adjustments for scale.
Contribute to continuous improvement initiatives by suggesting tooling, automation and process changes that increase efficiency and reduce repeat incidents.
Provide input into procurement decisions by testing hardware compatibility, gathering vendor performance data, and validating warranty and support offerings.
Mentor junior technicians on field procedures, safety protocols, effective customer communications and troubleshooting methodologies.

Required Skills & Competencies

Hard Skills (Technical)

Windows Desktop & Server Support (Windows 10/11, patching, imaging, drivers)
macOS support and management (deployment, Jamf familiarity a plus)
Networking fundamentals (TCP/IP, DHCP, DNS, VLANs, routing basics, subnetting)
Wi‑Fi troubleshooting and configuration (802.11 standards, SSID, RF basics)
VoIP/UC provisioning and troubleshooting (SIP, QoS, handset provisioning)
Printers and MFPs administration (network printing, drivers, print server)
Endpoint management and imaging (SCCM, Intune/Autopilot, MDT, ghosting/imaging)
Mobile Device Management (Microsoft Intune, AirWatch/Workspace ONE, MobileIron)
Active Directory and identity management (user lifecycle, GPO basics)
Ticketing and ITSM platforms (ServiceNow, JIRA, Zendesk, Remedy)
Remote support tools (Microsoft Remote Desktop, TeamViewer, AnyDesk, Splashtop)
Basic server and storage hardware awareness (rack mounting, power/cabling)
AV systems and video conferencing support (Zoom Rooms, Microsoft Teams Rooms, projector/display setup)
Cabling and physical layer skills (Cat5e/Cat6 patching, rack organization, labeling)
Basic scripting and automation (PowerShell fundamentals for task automation)
Endpoint security tools (antivirus, EDR, disk encryption management)
Asset management and inventory systems (barcoding, CMDB updates)
Vendor and RMA coordination (warranty handling and parts procurement)

Soft Skills

Strong customer service and client-facing communication with a professional, patient demeanor
Effective problem‑solving and logical troubleshooting approach under time pressure
Clear written documentation skills for tickets, runbooks and knowledge base articles
Time management and prioritization across multiple concurrent field requests
Adaptability to varying work environments, travel schedules, and rapidly changing priorities
Team collaboration and ability to work with remote engineering and operations teams
Attention to detail for asset tagging, configuration consistency and security compliance
Initiative and self-direction to complete tasks with minimal supervision
Physical ability to lift, transport and install equipment safely and follow site safety protocols
Willingness to participate in on‑call rotations and occasional overtime for critical incidents

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent (required)

Preferred Education:

Associate's or Bachelor's degree in Information Technology, Computer Science, Network Administration or related technical discipline

Relevant Fields of Study:

Information Technology / Systems Administration
Computer Science or Information Systems
Network Engineering / Telecommunications
Electronics or Applied Technology

Experience Requirements

Typical Experience Range: 1–5 years of hands‑on field support or desktop/network support experience

Preferred:

2+ years of on‑site field technician or desktop support experience in enterprise environments
Demonstrated experience with ticketing systems, active directory tasks, imaging tools, and basic networking
Exposure to AV/UC systems and office technology rollouts strongly preferred

Certifications (recommended): CompTIA A+, CompTIA Network+, Microsoft 365/Modern Desktop certifications, Microsoft Certified: Endpoint Administrator, Cisco CCNA (or equivalent), ITIL Foundation, Jamf/Apple certifications or vendor-specific VoIP/AV training.