Field Services Specialist

Summary: The Tier 1 Field Services Specialist is responsible for providing first-level support to all company IT hardware, software, and end-user-related issues in the field. This role serves as the initial point of contact for troubleshooting and repair in various locations and environments.

Key Responsibilities:

1. On-Site Support: Respond to and diagnose hardware and software issues in the field, offering solutions in a timely manner.
2. Incident Management: Log all support interactions, track and escalate unresolved issues to the next level of support, and ensure timely resolution.
3. Installation & Configuration: Set up and configure new hardware and software for users and ensure that all components integrate well with existing infrastructure.
4. Preventive Maintenance: Regularly inspect, clean, and update systems and peripherals to ensure optimal performance and lifespan.
5. User Training: Provide users with guidance on basic hardware and software usage, and educate them on best practices.
6. Inventory Management: Track and document hardware and software inventory, and report any discrepancies or needs.
7. Documentation: Maintain detailed records of issues, resolutions, installations, and upgrades.
8. Communication: Collaborate with other IT teams and departments to ensure seamless IT operations and user satisfaction.

Qualifications:

1. Associate’s degree in Computer Science, Information Technology, or a related field. Bachelor’s degree preferred.
2. 1-2 years of experience in IT support or a related role.
3. Familiarity with common OS platforms (Windows, MacOS, Linux) and basic networking concepts.
4. Strong problem-solving skills and the ability to think critically.
5. Excellent interpersonal and communication skills.
6. Ability to work independently and as part of a team.
7. Willingness to travel to different locations as required.
8. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.

Physical Requirements:

• Ability to lift and transport computer equipment up to 50 lbs.
• Capable of standing, bending, and kneeling for extended periods during equipment installation or troubleshooting.

Working Conditions:

• Mostly on-site, with potential exposure to various working environments.
• Occasional evening and weekend work to meet deadlines or address emergencies.