IT Field Services Operations Technician

IT Field Services Operations Technician

Location: Port Neches, TX

Description:
The IT Field Support Technician provides primarily onsite IT support for office and production facilities based in Port Neches, with occasional travel to other company locations as needed. This role supports daily service requests and incidents, assists with essential business systems and infrastructure, and works closely with senior IT staff and vendors.

All responsibilities are performed in alignment with company standards for quality, safety, compliance, and customer service.

Essential Job Functions, Authorities, and Responsibilities

With supervision and guidance:

• End User Support & Service Desk Operations
• • Serve as a first-level point of contact for IT service requests, providing deskside and remote support.
  • Troubleshoot common hardware, software, network connectivity, and peripheral issues.
  • Accurately document all incidents and service requests in the ticketing system, ensuring clear work notes and resolution details.
  • Monitor assigned ticket queues, respond to new requests promptly, and update users on status.
  • Escalate complex issues to senior technicians or appropriate resolver groups following established procedures.
  • Follow defined service level agreements (SLAs) and escalation processes.
• Site IT Support & Coordination
• • Provide primary onsite IT support for The Woodlands locations.
  • Support local IT requirements under guidance from senior IT staff.
  • Assist with onboarding and offboarding activities, including workstation setup, hardware deployment, and account coordination.
  • Coordinate vendor visits and onsite support activities as directed.
• IT Asset & Inventory Management
• • Assist in maintaining accurate IT asset records within the ServiceNow CMDB.
  • Track hardware inventory, update asset information, and support periodic audits.
  • Help reconcile discrepancies and ensure asset lifecycle activities follow company standards.
  • Support hardware refresh programs and device replacement initiatives.
• Project & Operational Support
• • Participate in IT-led initiatives such as hardware refreshes, site expansions, acquisitions, restructuring projects, or system upgrades.
  • Assist with workstation imaging, provisioning, application installations, and device enrollments.
  • Support technology rollouts and infrastructure-related activities under supervision.
• User Training & Guidance
• • Provide basic user guidance on Microsoft 365 applications and standard desktop tools.
  • Educate users on proper procedures for submitting service requests and incident tickets.
  • Assist in developing simple knowledge articles or end-user documentation as needed.

Additional Responsibilities

• Provide occasional onsite support at other locations as business needs require.
• Support local language communication when needed to assist call center agents.
• Complete all required company training programs.
• Provide support for business-critical systems under the guidance of senior technicians.
• Act as the onsite IT contact when required, escalating issues appropriately.
• Regularly carry out assigned responsibilities as part of core duties.

Education, Experience & Certifications

Education

• High School Diploma or GED required.
• Associate degree in Information Technology, Computer Science, or related field preferred.

Experience

• 1-3 years of experience in IT support, help desk, or desktop support preferred.
• Technical support experience considered a plus.

Certifications (Preferred but Not Required)

• CompTIA A
• CompTIA Network
• Microsoft 365 Fundamentals or related Microsoft certification
• ITIL Foundation
• Equivalent hands-on experience may be considered in place of certifications.

Technical Skills & Knowledge
A qualified candidate should demonstrate foundational knowledge in the following areas:

Technical Fundamentals

• Basic troubleshooting of Windows endpoints (user profiles, printers, drivers, applications).
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Office suite).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN clients).
• Support for printers, monitors, docking stations, and other peripherals.
• Exposure to device imaging or provisioning tools (SCCM, Intune, Autopilot, or similar) is a plus.

Platforms & Tools

• Experience working within a service desk or ticketing system.
• Basic awareness of asset management systems such as ServiceNow CMDB.
• Familiarity with endpoint management tools (Microsoft Intune or similar) preferred but not required.

Service Management & Process

• Understanding of basic ITIL concepts (Incident, Request, Change Management).
• Ability to document troubleshooting steps clearly and accurately.
• Recognizes when to escalate issues appropriately.

Communication & Collaboration

• Strong customer service orientation and professional communication skills.
• Ability to explain technical concepts in clear, user-friendly language.
• Willingness to collaborate with other IT teams and external vendors.
• Demonstrates initiative, accountability, and a desire to grow technical skills.

Key Competencies

• Willingness to learn and develop technical skills
• Ability to follow established processes and standards
• Strong troubleshooting aptitude
• Detail-oriented documentation practices
• Reliability and accountability