Field Services Representative

Boldyn Networks•Schenectady, NY

11d

About The Position

The Field Services Representative supports Union College in Schenectady, New York, delivering customer-focused field services and helping ensure network performance objectives are met. The role includes responding to emergency outages, managing onsite appointments within established 24–48 hour SLAs, and supporting end users and stakeholders. The representative configures, installs, deploys, and supports computer equipment and software across Windows, Mac OS, and potentially Linux environments. They manage help desk and escalation tickets, troubleshoot user and basic network issues, administer user accounts and access, maintain equipment inventory, coordinate with vendors, and support installations, events, and other onsite activities. The role also includes documentation, reporting, training, and occasional travel to Austin, Texas, or other campuses. It operates under a responder call-back model and may require availability outside typical business hours, including weekends and holidays.

Requirements

Technical skillset equivalent to a Help Desk Level II technician.
1 to 3 years of Windows and/or Mac OS hardware and software support experience.
1 to 3 years of help desk experience in a medium to large-scale environment.
Support experience with Microsoft Office, including Outlook/Exchange and SharePoint Online, Google G-Suite, Zoom, Schoology, and other applications.
Ability to document and adhere to established technical procedures and best practices.
Experience managing workload with a ticketing system, including service orders and account information gathering.
Ability to provide remote desktop support.
Understanding of Active Directory user accounts, security groups, and file share permissions.
Understanding of system virtualization and reducing hardware footprint.
Valid driver’s license that must be maintained.
Must pass a criminal background check to work on customer properties.
Ability to lift up to 75 lbs and meet the described physical demands.
Availability under a responder call-back model, potentially including weekends, holidays, and hours outside typical business hours.

Nice To Haves

ServiceNow experience.
Basic network troubleshooting and connectivity support, including foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections.
MCP, CCT, A+, Net+, or ACTC certification.
Associate degree in Information Technology or a closely related field.
Streaming, video conferencing, and audio-video support experience.
Understanding and familiarity with VoIP technologies.

Responsibilities

Provide customer service, respond to emergency outages, and manage onsite appointments within established 24–48 hour SLAs.
Configure, install, deploy, and support laptops, desktops, monitors, printers, and other hardware in Windows, Mac OS, and potentially Linux environments; prepare new or reclaimed equipment using system imaging tools.
Manage help desk and escalation tickets, troubleshoot end-user issues, and resolve basic LAN/WiFi connectivity and networking issues involving TCP/IP, DHCP, DNS, and network devices.
Administer user accounts, equipment, and access for new hires and terminations, including Office 365, Exchange and SharePoint Online, Dropbox for Business, VoIP/call center systems, and office security access codes and fobs.
Support locally installed applications, including Microsoft Office, Adobe applications, Evernote, MindJet MindManager, and other business software; provide end-user training as needed.
Maintain equipment inventory, monitor and resolve equipment alarms, coordinate replenishment, and work with vendors on warranty and equipment support.
Coordinate customer installations, move-ins, conferences, special events, and other onsite activities while ensuring company policies and end-user agreements are followed.
Complete required reporting, documentation, administrative tasks, and training, and address customer and network escalations as needed.
Travel occasionally to Austin, Texas, for training and projects, and to other campuses to assist another department.