Field Services Technician

•  Serve as an on-site IT service delivery resource, owning end-user support and local service operations for a high-demand location, ensuring consistent service quality and minimal disruption to business operations.

•  Manage and resolve Incidents and Service Requests across desktop, hardware, peripherals, and user applications through walk-up support, phone, and ticketing systems, ensuring accurate logging, prioritization, escalation, and closure in accordance with defined Service Level Agreements (SLAs).

•  Perform on-site analysis, diagnosis, and resolution of complex technical issues, restoring service quickly while identifying root causes and contributing to Problem Management efforts to reduce recurring incidents.

•  Install, configure, test, maintain, and support end-user computing environments, including desktops, laptops, mobile devices, printers, scanners, presentation systems, telephony, and network-connected peripherals, in alignment with approved configuration and security standards.

•  Execute device builds, upgrades, refreshes, and repairs across multiple operating systems and platforms, following established Change and Release Management processes to minimize risk and ensure service continuity.

•  Act as a local escalation point for desktop and endpoint services, collaborating with centralized Technology, Infrastructure, and Service Desk teams to coordinate resolutions, maintenance activities, and enterprise initiatives.

•  Ensure the reliability of end-user connectivity and physical infrastructure, including workstation network jacks and cabling, coordinating remediation as needed to maintain service availability.

•  Provide remote and on-site support for users at sister locations as required, supporting consistent service delivery across geographically dispersed sites.

•  Maintain accurate IT asset and configuration records, supporting asset lifecycle management, inventory accuracy, audit readiness, and compliance with organizational and contractual requirements.

•  Contribute to continuous service improvement by identifying trends, documenting solutions, developing knowledge articles, and recommending process or technology enhancements to improve efficiency and user experience.

•  Deliver a high level of customer-focused service, communicating clearly with users and stakeholders, setting expectations appropriately, and translating technical solutions into business-friendly language.

Qualifications:

• A High School diploma and 4 years of experience
• An Associate’s degree in lieu of 2 years of experience
• United States Citizenship
• Travel up to 10% (on an as needed basis) to our sister locations in Herndon, Arlington and Alexandria, VA.
• Demonstrated experience supporting end-user services and core workplace technologies, including Windows 11, endpoint management (e.g., Intune), approved remote support tools, and identity/access services (e.g., Active Directory).
• Strong working knowledge of endpoint and desktop hardware to support incident resolution and request fulfilment within agreed service levels.
• Strong understanding of PC internal components to accurately diagnose faults, restore service, and document resolutions for knowledge reuse.
• Hands-on hardware troubleshooting experience, including structured triage, escalation when required, and clear work notes to support incident management.
• Experience supporting a range of workplace and network-access equipment (e.g., routers, switches, Teams telephony) in alignment with service support processes (incident/request fulfilment) and approved standard changes.
• Working knowledge of relevant protocols, operating systems, security policies, and technology standards to ensure consistent service operation and support continual improvement.
• Ability to use approved support tools, replacement components, and peripheral accessories safely and consistently, following documented procedures and change controls as applicable.
• Ability to read and apply technical manuals, OEM guidance, and internal procedural documentation; contribute to knowledge articles to improve future incident resolution and request fulfilment.

Additional desired experience and skills:

• Customer-focused mindset with a commitment to co-creating value and delivering positive user experience
• Ability to assess impact and urgency to prioritize incidents and service requests, meeting agreed service levels in a high-pressure environment.