Field Support Technician

Field Support Specialist

Portland, TN

IntePros is currently looking for a Field Support Specialist to join one of our growing automotive manufacturing clients in Portland, TN. The Field Support Specialist serves as the primary point of contact for end-users seeking technical assistance within the organization’s computing environment. This role is responsible for performing first-level diagnostic support, troubleshooting basic technical issues, and appropriately escalating

incidents in accordance with established protocols, policies, and procedures. Key responsibilities include assisting with the documentation of procedures and policies, contributing to the development and implementation of effective operational standards, and ensuring timely follow-through to resolve and close support requests. The FSS also provides hands-on support for workstation hardware, desktop software, and related technology deployments, as well as delivering end-user training to enhance adoption and effective use of technology resources.

Field Support Specialist II Responsibilities

• Maintains a professional, positive, and service-oriented demeanor during all client interactions and team engagements.
• Assists Field Support Specialist I team members in resolving non-routine or complex software, hardware, and procedural issues.
• Participates in the after-hours critical incident response rotation, providing timely and effective support.
• Coordinates IT asset management activities, including inventory tracking, asset registration, and lifecycle documentation.
• Leads or contributes to team projects aimed at improving the quality, effectiveness, or efficiency of IT support services.
• Delivers front-line technical support, responding promptly to client-reported issues and service requests.
• Communicates emerging issues, trends, and impacts to peers and all levels of IT support to ensure awareness and effective resolution.
• Follows established demand management processes to receive, prioritize, document, and resolve client requests.
• Utilizes diagnostic tools and Service Desk tracking systems to troubleshoot issues, including hands-on, onsite support when required.
• Conducts thorough interviews with clients to gather details about reported issues and guides them through diagnostic steps to identify root causes and potential solutions.
• Maintains accurate historical documentation of incidents and demonstrates appropriate judgment in escalating issues to higher support tiers when needed.
• Coordinates real-time interactions and handoffs across all IT support channels to ensure seamless service delivery.
• Serves as a liaison between IT and end-users, ensuring clear communication and consistent service expectations.
• Recommends improvements to procedures, systems, and support processes based on user feedback and operational insights.
• Provides end-user training on technology applications, tools, and products to support effective adoption and usage.
• Prepares and distributes routine electronic correspondence and communications.
• Oversees all conference rooms to ensure readiness, including supply management, equipment functionality, and overall room condition.
  
  

Field Support Specialist II Qualifications

• Demonstrates advanced knowledge of hardware, software, networking technologies, technical devices, and related terminology.
• Exhibits strong interpersonal and communication skills, essential for effective collaboration and customer engagement.
• Possesses solid organizational abilities with a proven capacity to follow through on tasks and commitments.
• Shows excellent analytical and problem-solving skills with the ability to troubleshoot complex issues.
• Understands business operations and effectively integrates IT solutions to support and enhance business processes.
• Capable of tracking, prioritizing, and reporting the status of multiple concurrent projects.
• Adapts effectively to changing requirements, shifting priorities, and evolving organizational needs.
• Prior customer service experience or related background is highly beneficial.
  
  

Education / Experience

• Associate's degree in Information Systems, Computer Science or a closely related discipline, or a minimum of 3-5 years business experience.