Job Description

Job Title: IT Desktop Support – Field Services Technician

Location: Fairport, NY – 100% Onsite

Work Schedule:

Monday – Friday, 8:00 AM – 5:00 PM

Position Overview:

The Field Services Technician provides technical support for hardware, software, and infrastructure issues in a manufacturing environment. The technician handles incidents and service requests both in-person and remotely. This role requires strong knowledge of Microsoft platforms, ticketing systems, hardware troubleshooting, and onsite IT operations. A high degree of professionalism, flexibility, and customer service is required.

Key Responsibilities:

Technical Support:

• Provide technical support for Windows 7/10/11, MS Office (2010/2013/2016/O365), and cloud-based apps
• Troubleshoot VPN (Cisco), printer/driver issues, browser compatibility, and mobile device problems
• Perform imaging and deployment of PCs and standard device configurations (USB/PXE)
• Install/configure software, security tools, and telephony devices
• Support ServiceNow ticket management workflows
• Provide limited support for Mac OS and hardware

Infrastructure & Field Tasks:

• Execute Smart Hands tasks: IT hardware installs, component swaps, power cycling, vendor escorting
• Perform IT equipment receiving/shipping, procurement, and inventory management
• Physically assist in user equipment moves (disconnect/reconnect)

Meeting & Conference Room Support:

• Set up and support conference room AV systems and display devices
• Work with media, corporate events, and IT teams to resolve meeting-related issues

Additional Responsibilities:

• Assist with onboarding and IT training for new hires
• Maintain records/documentation
• Participate in project work and customer follow-ups
• Collaborate across teams for support, scheduling, and incident resolution

Required Qualifications:

• Education: High School Diploma or GED (Associate degree preferred)
• Experience: Minimum 1–3 years of hands-on IT hardware support (beyond basic imaging)
• Strong familiarity with Active Directory, ServiceNow, VPNs, Microsoft Office, and standard IT tools
• Understanding of standard asset lifecycle and ticketing practices
• Excellent problem-solving, multitasking, and communication skills
• Ability to maintain confidentiality and prioritize tasks in a fast-paced setting

Preferred Certifications:

• CompTIA IT Fundamentals
• CompTIA A+
• CompTIA Network+
• CompTIA Server+
• CompTIA Cloud+ / Mobility+ (optional but advantageous)

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