Field Services Technician I

Job description

Key Deliverables by Level Deliverable: Level 1 - Associate: Field Services Technician I - Respond to IT service tickets using documented procedures and supervision - Assist with workstation setups and peripheral connections - Perform basic AV checks and room readiness tasks - Support imaging and deployments under direction - Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow) - Follow proper inventory handling, tagging, and tracking - Escalate unresolved issues appropriately - Adhere to safety protocols and client-specific guidelines Essential Duties and Responsibilities (All Levels): End-User Support - Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices. - Troubleshoot and resolve common hardware and software issues. - Deliver a high-quality, customer-focused service experience in a timely manner. Ticket Management: - Receive, document, and close support requests in ITSM tools (e.g., ServiceNow). - Prioritize tickets based on urgency and impact. - Escalate complex or unresolved issues following defined protocols. Hardware Deployment & Recovery: - Assist with or independently perform workstation...