Desktop Field Support Technician

Job Description: Pay Range: $20hr - $24hr The IT Support Specialist will be responsible for providing technical support, troubleshooting hardware and software issues, managing IT assets, and ensuring service levels are met. The role requires supporting end-user devices, infrastructure administration, and delivering both proactive and reactive technical services. Responsibilities: Accurately test, identify, prepare, repair, resolve, and document end-user technical issues related to desktops, laptops, tablets, smartphones, printers, and basic network connectivity. Provide 2nd line IT support to the business community, ensuring all requirements are met within agreed service levels. Work on customer ticketing systems to ensure timely delivery of service with regular user updates. Perform infrastructure administration functions. Provide on-site cover as part of a shift arrangement. Support in line with contracted business working hours. Provide site support in remote offices when required. Troubleshoot and resolve software issues including OS imaging/reimaging and related administration activities. Take ownership of issues through resolution on all appropriate requests. Categorize and prioritize support and service requests using a customer ticketing system. Ensure regular customer communication and adherence to SLA requirements. Provide daily ticket updates to keep users fully informed. Move and manage equipment associated with service requests, following health and safety guidelines. Perform asset inventory activities as needed. Deliver end-user training and guidance on hardware and software usage. Recommend and perform upgrades to end-user devices. Support BAU and project-based environments requiring flexibility and teamwork. Perform other duties as assigned. Requirement/Must Have: Ability to install, remove, maintain, monitor, and inventory vehicle technology. Diverse skill set to address a wide range of issues independently. Ability to meet service levels and support requirements as per job profile. Ability to troubleshoot hardware, operating system, driver, or application challenges. Capable of deploying or redeploying OS images and builds on compatible hardware. Experience in virtual desktop activities including capacity planning, monitoring, provisioning, and incident management. Ability to monitor and remediate device health. Experience with OS maintenance processes and service rings. Ability to perform technology health checks and provide in-person services. Ability to perform semi-annual tests, remediation, and validation reports for emergency safety features as required. Availability to support during major incidents on a 24x7 basis. Ability to provide proactive and reactive remote/on-site technical services. Experience with mobile device management including enrollment, OS maintenance, and firmware updates. Skills, qualifications, and experience necessary to perform work to high professional standards. Current technical certifications relevant to the job profile, with commitment to stay updated. Ability to support digital-first and AI-enabled resolution strategies. Event support including audio/video readiness, planning, and communications. VIP/executive level support capability. Onsite and field IT operations support including vehicle technologies, smart hands, legacy systems, and storm recovery. IT software/hardware asset management. Ability to manage IT incident and request tickets requiring advanced technical expertise. Skills: Excellent skills in user IT infrastructure including desktops, laptops, printers, handhelds, and smartphones. Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other applications. Administration experience with Azure, Intune, and Active Directory. Basic understanding of LAN technologies and hardware. Ability to support video conferencing equipment. Qualification And Education: Relevant technical certifications aligned with job profile. Commitment to maintain current certifications and stay updated with technology advancements.