Field Support Technician

Cynet Systems•Pleasant Prairie, WI

13d

About The Position

The Field Support Technician provides hardware and software support in client environments. The role supports PCs, mobile devices, network and desk printers, desk phones, and video conference room equipment. It includes troubleshooting end-user IT issues, delivering and setting up equipment, provisioning devices and software, and handling IMACD (Install, Move, Add, Change, Dispose) requests at designated sites. The technician uses ticketing systems and documentation to manage assignments, record work, complete requests, and confirm customer satisfaction. The role also coordinates IMACD activities with users, IT functions, technicians, vendors, and other parties. This involves validating requests and approvals, planning and scheduling work, confirming site and configuration requirements, ensuring required equipment and services are available, and following installation, de-installation, backup, contingency, and testing procedures. The position requires safe handling of equipment, including the ability to move, lift, and carry up to 50 pounds.

Requirements

Proficiency with Windows operating systems, Microsoft Office, O365, and ServiceNow ticketing systems.
Ability to disconnect and reconnect computer workstations, peripherals, and phone equipment.
Hands-on experience imaging and reimaging Windows desktops and laptops.
IMACD and asset-inventory experience.
Ability to follow documentation and knowledge articles to provision operating systems and software and resolve common issues.
Ability to use remote desktop connectivity applications.
Working knowledge of imaging utilities such as Ghost and SCCM.
Ability to provision and support wireless devices, including BlackBerry, Android, and iPhone.
Demonstrated proficiency with Microsoft operating systems and applications and with desktop software installation and troubleshooting.
Working knowledge of Microsoft Active Directory and Group Policy (GPO).
Strong customer service and troubleshooting skills, including disciplined, systematic problem-solving.
Significant demonstrated experience with Windows client operating systems, including Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, and Windows 98, and Windows Server versions 2012, 2008 R2, 2008, 2003, and 2000.
Functional capability with Apple OS X.
Advanced troubleshooting skills with hard-drive encryption software.
Advanced Microsoft Office Suite skills, including Word, Excel, PowerPoint, and Outlook configuration issues with Exchange.
Strong client-side remote-access troubleshooting skills.
Demonstrated ability to support printers in an enterprise environment.
Advanced knowledge of client-side management tools, including Active Directory, GPO, and SCCM.
Strong proficiency creating and referencing documentation and knowledge articles using enterprise tools.
Strong software installation and support skills.
Ability to move, lift, and carry up to 50 pounds.

Responsibilities

Troubleshoot and resolve end-user IT issues involving PCs, tablets, mobile phones, printers, and other IT devices.
Support Install, Move, Add, Change, and Dispose (IMACD) requirements for end-user computing equipment, software, and related services.
Provide or oversee installations, de-installations, equipment cascades, moves, additions, and changes at designated sites.
Coordinate, plan, and schedule IMACD work with affected IT functions, users, technicians, vendors, and other parties.
Coordinate activities to achieve quality execution, meet service levels, and minimize operational interruption.
Document processes for executing software and equipment IMACs and obtain necessary approvals.
Maintain the list of individuals authorized to approve IMAC and Project IMAC requests.
Receive IMACD service requests from authorized users and validate their accuracy and authorization.
Communicate with users about issues with requests and resolve or escalate them appropriately.
Conduct or confirm site surveys, determine location details and special requirements, and coordinate physical-space requirements.
Confirm that required equipment, software, parts, network, cabling, and other services are available as scheduled.
Confirm equipment and software configurations and validate installation and de-installation procedures, including backup, contingency, and test procedures.
Schedule and dispatch technicians and third-party vendors to IMAC locations.
Deliver VIP-level service to users.
Cancel network transport services that are no longer required after IMACD work.
Deliver and set up PC equipment for end users.
Use a trouble-ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
Provision and support wireless devices.
Follow documentation and knowledge articles to provision operating systems and software and resolve common issues.
Safely move equipment between locations using wheeled carts and vehicles while following ESD precautions.