IT Field Support Tech I

Essential Duties and Responsibilities

The following and other duties may be assigned as necessary:

Help Desk Support

• Manage help desk tickets in a timely manner.
• Diagnose and resolve computer hardware and software issues, including password resets.
• Communicate and troubleshoot end-user issues via phone, email, remote tools, chat, or in person.
• Escalate complex issues to higher-tier IT support.
• Provide basic user training on standard technologies when needed.
• Document end-user interactions accurately.
• Maintain excellent communication with end users, IT team, and management.

Acquisition & Deployment

• Research end-user devices for standardization efforts when requested.
• Contribute recommendations for process improvements and hardware/software upgrades.

Operational Management

• Perform onsite troubleshooting, diagnosis, and resolution of technical issues.
• Install, configure, monitor, and maintain end-user devices and related systems.
• Support moves, adds, and change requests.
• Maintain documentation of incidents, device failures, repairs, and changes.
• Collaborate with the IT team to ensure seamless operation of systems.
• Resolve minor networking issues as needed.
• Ensure adherence to all IT department procedures for incident tracking and reporting.
• Occasional evening or weekend work may be required to meet deadlines.
• Other tasks and responsibilities may be assigned.

Requirements

To perform this job successfully, a team member must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be at least 21 years of age.

• High school diploma required. A college diploma, certificate in computer science, or 1 year of equivalent IT support experience is preferred.
• Excellent technical knowledge of computers, hardware, and basic networking protocols.
• Hands-on experience in diagnosing and resolving common computer issues.
• Ability to understand and follow technical manuals and documentation.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to present ideas and technical solutions in user-friendly language.
• Good written and verbal communication skills.
• Proven ability to work independently and collaboratively under pressure.
• Strong end-user service orientation.
• Must possess a valid driver's license in good standing.
• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

Reasoning Ability

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

• Team member must be able to qualify for licenses and permits required by federal, state, and local regulations.
• Must possess a valid driver's license and have acceptable driving history.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The team member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.

The noise level in the work environment is usually very loud.

Team members will be exposed to an environment containing unrestricted second-hand tobacco smoke.

Must be able to work in varied shifts, including evenings and weekends, as needed.