IT Hardware Support

Position Summary

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The IT Field Service Technician I provides onsite technical support for end-user devices and IT infrastructure. This role is responsible for installing, troubleshooting, maintaining, and repairing hardware and software while delivering excellent customer service. The technician works closely with internal teams and clients to ensure timely resolution of incidents and requests in accordance with SLAs.

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Key Responsibilities

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• Provide onsite support for desktops, laptops, mobile devices, printers, and peripherals.
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• Diagnose and resolve hardware, software, and basic network issues.
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• Install, configure, and image Windows and macOS devices.
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• Perform hardware upgrades, repairs, and equipment replacements.
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• Support user onboarding, offboarding, and workstation setups.
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• Manage IT assets, inventory, and equipment lifecycle.
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• Respond to incidents and service requests through ServiceNow or other ticketing systems.
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• Support conference room AV equipment and basic meeting room technologies.
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• Document work performed and maintain accurate service records.
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• Escalate complex technical issues to higher-level support teams when required.
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• Follow IT security, safety, and operational procedures while meeting SLA targets.
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Required Qualifications

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• 1–3 years of experience in IT desktop support, field services, or help desk.
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• Basic knowledge of Windows, macOS, Microsoft 365, Active Directory, and hardware troubleshooting.
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• Experience with ticketing systems such as ServiceNow or Jira.
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• Strong customer service, communication, and troubleshooting skills.
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• Ability to lift and transport IT equipment up to 23 kg (50 lbs).
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• Valid driver's license may be required depending on the client location.
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Preferred Qualifications

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• CompTIA A+, Google IT Support, or Microsoft certification.
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• ITIL Foundation certification.
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• Experience supporting enterprise environments and multiple client sites.
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• Basic knowledge of networking, printers, and audiovisual equipment.
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