Field Support Technician

ANSWERS IN GENESIS GROUP•Erlanger, KY

3d•Onsite

About The Position

The Field Support Technician provides onsite technical support for end-user computing, operational technology, and business systems across multiple company locations. This position is responsible for diagnosing and resolving technical issues while delivering exceptional customer service to employees and supporting technology critical to daily business operations. The technician serves as a trusted technical resource for desktop hardware, operating systems, mobile devices, handheld devices, printers, telephones, peripherals, and operational systems including point-of-sale (POS) technology. This position manages incidents from initial diagnosis through resolution, collaborates with cross-functional IT teams, and contributes to continuous improvement through documentation, process enhancement, and participation in technology projects. The Field Support Technician ensures technology supporting daily business operations remains available and functioning throughout assigned campus locations. The ideal candidate brings strong technical expertise, a commitment to excellent customer service, and a dedication to promoting the mission and standards of Answers in Genesis. This position will allow one to impact others through a service mindset centered on making an eternal difference. This position should display our Core Values of SERVE (Serve, Equip, Relate, Value, Engage) when interfacing with both internal and external customers to ensure that the message and mission of Answers in Genesis is portrayed in an effective and God-honoring fashion. This position provides opportunities for spiritual, personal, and professional development.

Requirements

Must agree with and be able to sign our Statement of Faith.
Maintains a personal relationship with Jesus Christ.
Regularly attends a local Bible-believing church.
Strong commitment to exceptional customer service and prompt, professional issue resolution.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong technical knowledge of desktop hardware, operating systems, mobile devices, handheld devices, printers, telephones, and peripherals.
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to prioritize work in a fast-paced operational environment.
Strong organizational and time management skills.
Ability to work independently while collaborating effectively within a team.
Valid driver's license with the ability to travel between company locations.
Associate degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience may be considered in lieu of formal education.
Three or more years of progressive desktop, field support, or end-user computing support experience in a multi-user enterprise environment.
Ability to lift and transport equipment weighing up to 50 pounds.
Ability to crawl, kneel, climb ladders, and work beneath desks or in equipment rooms.
Ability to travel between company locations.
Ability to work occasional evenings, weekends, holidays, and participate in an on-call rotation.

Nice To Haves

Experience supporting point-of-sale systems and operational technology.
Experience supporting mobile device management (MDM) platforms.
Experience working within an ITIL-based service management environment.
Experience supporting executive leadership.
Industry certifications such as CompTIA A+, Network+, ITIL, Apple, Microsoft, or equivalent.
Knowledge of TCP/IP networking fundamentals.

Responsibilities

Promote the mission and standards of Answers in Genesis.
Create a SERVE culture environment in all work done.
Approach all tasks with a second mile mindset.
Prioritize personal integrity in all interactions and assignments.
Maintain a professional and courteous appearance, communication style, attitude, and demeanor with employees and guests.
Provide onsite and remote support for Microsoft Windows and Apple macOS workstations, laptops, and related hardware.
Diagnose and resolve hardware, software, operating system, and application issues with minimal supervision.
Support operational technology including point-of-sale (POS) systems, receipt printers, barcode scanners, payment devices, kiosks, handheld devices, IP phones, and associated peripherals.
Install, configure, maintain, and replace desktop hardware, laptops, mobile devices, handheld devices, telephones, and related equipment.
Deploy and support standard software applications in accordance with approved enterprise standards.
Perform workstation imaging, deployment, lifecycle replacement, and equipment refresh activities.
Troubleshoot printing, networking, peripheral, and connectivity issues.
Coordinate vendor support and hardware warranty services when appropriate.
Ensure endpoint security controls, encryption, antivirus, and approved software standards are maintained.
Deploy and support technology in accordance with approved enterprise standards.
Ensure technology supporting daily business operations remains available and functioning throughout assigned campus locations.
Recognize that technology directly supports guest experiences and ministry operations, responding with urgency to incidents affecting admissions, retail, food service, events, and other business-critical systems.
Maintain operational continuity during peak attendance periods and other critical business hours.
Ensure compliance with IT policies, procedures, and security standards.
Stay current with industry trends and technology developments relevant to Field Support.
Deliver responsive, professional customer service while maintaining a positive customer experience.
Effectively communicate technical concepts to non-technical users.
Manage multiple priorities while maintaining established service level expectations.
Own assigned incidents from initial diagnosis through resolution, ensuring timely communication and appropriate escalation where necessary.
Provide timely updates throughout the incident lifecycle.
Provide high-priority technical support for executive leadership while maintaining discretion, professionalism, and confidentiality.
Participate in a rotating campus support schedule, providing onsite technical support across all company locations as operational needs require.
Understand business operations and prioritize incidents based on operational impact.
Assist with workstation setup, equipment deployment, and technology readiness for new employees, office moves, and employee transitions.
Recover, reimage, redeploy, or securely dispose of equipment during employee departures and technology refresh initiatives.
Assist with technology readiness for business operations, special events, conferences, and seasonal activities.
Participate in scheduled after-hours maintenance and technology deployments as required.
Participate in an on-call rotation supporting business operations outside normal business hours.
Maintain accurate incident, request, and asset documentation within the IT Service Management platform.
Create and update technical documentation and knowledge articles.
Identify recurring issues, perform root cause analysis where appropriate, and recommend permanent corrective actions.
Participate in infrastructure, application, endpoint, and desktop deployment projects.
Share technical knowledge with team members and assist with onboarding newer technicians.
Collaborate with Infrastructure, Applications, Cybersecurity, and other IT teams to resolve complex issues.