Field Support Technician

Cynet Systems•Hopewell, VA

About The Position

The Field Support Technician provides technical support for hardware, software, and IT infrastructure, including end-user computers, mobile devices, printers, phones, and video-conferencing equipment. The role requires at least three years of relevant experience and involves troubleshooting, equipment setup, operating-system imaging, asset inventory, and IMACD (Install, Move, Add, Change, Dispose) work. The technician uses Windows OS, MS Office, O365, Mac OS, and ServiceNow ticketing systems, including IM, SRM, AMDB, CMDB, and Knowledge Management. The position also coordinates and executes end-user computing (EUC) installations, moves, changes, and disposals at designated sites. This includes validating requests and approvals, planning and scheduling work with affected IT teams and third parties, confirming site and equipment readiness, dispatching technicians or vendors, documenting procedures, and minimizing disruption to users. The candidate must be able to move, lift, and carry up to 50 pounds.

Requirements

At least 3 years of relevant experience.
Ability to move, lift, and carry up to 50 lbs.
Experience supporting PC hardware, including desktops and laptops; tablets; network and desk printers; smartphones; desk phones; and video-conference room audio/video devices.
Ability to disconnect and reconnect workstations, peripherals, and phone equipment.
Experience imaging and reimaging Windows operating systems.
Working knowledge of imaging utilities such as Ghost and SCCM.
Working knowledge of Microsoft Active Directory and Group Policy (GPO).
Extensive experience with Microsoft Windows client operating systems, including Windows 10, 7, Vista, XP, 2000, and 98, and server operating systems, including 2012, 2008 R2, 2008, 2003, and 2000.
Functional capability with Client OS X.
Advanced troubleshooting skills for hard drive encryption software.
Advanced skills in Microsoft Office, including Word, Excel, PowerPoint, and Outlook configuration issues with Exchange.
Advanced knowledge of client-side management tools, including Microsoft Active Directory, GPO, and SCCM.
Ability to provide strong customer service and troubleshooting support.
Strong software installation, support, and systematic problem-solving skills.
Ability to coordinate IMACD activities, validate requests and approvals, and plan work with IT functions, users, and third parties.
Ability to use service ticketing systems to document and complete requests.

Nice To Haves

A+ Hardware certification.
Microsoft certification.
ITIL certification.
CCNA certification.

Responsibilities

Troubleshoot and resolve end-user IT issues involving desktops, laptops, tablets, mobile phones, printers, and other IT devices.
Disconnect and reconnect computer workstations, peripherals, and phone equipment.
Image and reimage Windows operating systems on desktops and laptops.
Deliver and set up PC equipment for end users.
Safely move equipment point-to-point using wheeled carts and vehicles.
Perform IMACD and asset inventory tasks.
Follow ESD safety precautions to prevent electrostatic discharge and equipment damage.
Use documentation and knowledge articles to provision operating systems and software and resolve common issues.
Use remote desktop connectivity applications and troubleshoot client-side remote access.
Use ticketing systems to accept assignments, document work, complete requests, and verify customer satisfaction.
Provision and support wireless devices, including Android and iPhone devices.
Install and troubleshoot Microsoft operating systems and applications, Microsoft Office, and client-side management tools.
Troubleshoot hard drive encryption software and enterprise printers.
Create and reference documentation and knowledge articles.
Provide strong customer service and systematic troubleshooting support.
Provide and oversee installations, de-installations, cascades, moves, adds, and changes for EUC equipment, software, and related services at designated sites.
Coordinate, plan, and schedule IMACDs with affected IT functions to ensure seamless execution.
Coordinate internal and external activities to meet service levels and minimize operational interruption.
Recreate and document processes for IMAC execution and obtain necessary approvals.
Maintain and reference authorized lists for IMAC and project service request approvals.
Receive IMACD-related service requests from authorized users and validate their correctness and authorization.
Communicate with authorized users about service request issues and escalate appropriately.
Coordinate scheduling with designated personnel and third parties to minimize impact on users.
Conduct or confirm site surveys and identify locations and special requirements for IMAC execution.
Coordinate physical space requirements identified during site survey reviews.
Confirm the availability of equipment, software, parts, network, cabling, and other services before scheduled IMAC dates.
Confirm existing and new configurations of equipment and software associated with IMACs.
Validate installation, de-installation, backup, contingency, and test procedures before execution.
Schedule and dispatch appropriate technicians and third-party vendors to IMAC locations.
Maintain professional relationships by providing high-quality support to end users.
Cancel network transport services that are no longer required after IMACD tasks are completed.