What are the responsibilities and job description for the Field Technician / Desktop Support Technician position at Gravity IT Resources?
Job Title: Field Technician / Desktop Support Technician
Location: Miramar, FL (Onsite)
Job Type: Contract
Position Overview
We are seeking a hands-on Field Technician/Desktop Support Technician to support a large-scale workstation deployment and end-user support initiative. This role will be responsible for provisioning laptops, deploying workstation equipment, troubleshooting technical issues, managing assets, and providing exceptional customer support in a fast-paced enterprise environment.
The ideal candidate will have experience with desktop support, device imaging, hardware deployments, ServiceNow, and Microsoft technologies. Strong communication skills and a customer-first mindset are essential.
Key Responsibilities
- Provision, configure, and deploy laptops and desktop equipment.
- Perform workstation setup including monitors, docking stations, keyboards, mice, webcams, and peripherals.
- Support end users with hardware, software, connectivity, and access-related issues.
- Troubleshoot Windows operating systems, Microsoft 365 applications, VPN connectivity, and endpoint devices.
- Assist with device imaging and deployment processes using enterprise management tools.
- Manage and update IT asset records accurately within asset management systems.
- Provide desk-side and remote support while maintaining excellent customer service.
- Document issues, resolutions, and requests within the ticketing system.
- Escalate complex technical issues to appropriate teams when necessary.
- Support office moves, hardware refreshes, and technology rollout projects.
- Maintain compliance with IT security and operational procedures.
Required Qualifications
- 2 years of Desktop Support, Field Services, Help Desk, or End User Computing experience.
- Experience provisioning and deploying Windows laptops and desktops.
- Experience supporting Microsoft 365 environments.
- Experience working in a ticketing system such as ServiceNow.
- Knowledge of Active Directory, VPN connectivity, and basic network troubleshooting.
- Understanding of device imaging and deployment processes.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to work independently and in a team environment.
- Ability to lift and move workstation equipment as needed.
- Strong customer service orientation
- Professional communication skills
- Ability to communicate technical information to non-technical users
- Strong attention to detail
- Organized and process-driven
- Positive attitude and team-first mentality
- Excellent troubleshooting methodology
Preferred Qualifications
- Experience with SCCM, Microsoft Endpoint Manager, Intune, MDT, or similar deployment tools.
- Experience with asset management and inventory tracking.
- Familiarity with endpoint monitoring and support tools.
- Experience supporting enterprise or call-center environments.
- Knowledge of Azure Virtual Desktop (AVD) or virtualized desktop environments.