IT Field Technician

Overview

We are seeking a highly responsive and customer-focused Desktop Support Technician to provide onsite IT support across a dynamic enterprise environment. This role is ideal for a hands-on technician with strong Windows and macOS expertise, capable of resolving end-user issues efficiently while delivering a high-quality service experience.

You will serve as a key point of contact for end users, supporting hardware, software, networking, and device lifecycle needs, while ensuring minimal disruption to business operations.

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Key Responsibilities

• Provide onsite support for desktop, laptop, and peripheral issues (hardware and software)
• Troubleshoot and resolve Windows and macOS operating system issues, including performance, updates, and configurations
• Deliver Mac support (OS and applications) — a critical component of this role
• Perform password resets, system updates, and user access support
• Diagnose and repair hardware components (hard drives, displays, USB devices, etc.)
• Troubleshoot wireless connectivity and network-related issues
• Manage and restore user profiles, including configuration and application setup
• Install and support wireless certificates for workstations and tablets
• Support and distribute approved peripherals (keyboards, mice, webcams, tokens, power adapters, etc.)
• Coordinate and manage loaner device deployment, tracking, and lifecycle (wipe, repair, redeploy)
• Serve as a centralized pickup/drop-off point for end-user devices
• Support incident remediation following system updates, packaging, or deployments
• Fulfill service requests in alignment with SLA expectations
• Assist with application installations and configurations tied to user environments
• Collaborate with internal teams to resolve escalations and ensure service continuity
• Maintain accurate ticketing, documentation, and asset tracking
• Provide light coordination support for IT projects and weekly service tracking

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Required Qualifications

• 2+ years of desktop/end-user support experience in an enterprise environment
• Strong expertise in:
  • Windows OS (10/11)
  • macOS support (OS + applications)
• Experience troubleshooting:
  • Hardware (laptops/desktops/peripherals)
  • Network and wireless connectivity issues
• Familiarity with:
  • User profile management and restoration
  • Device imaging and software deployment
  • Ticketing systems (ServiceNow or similar)
• Strong customer service and communication skills
• Ability to manage multiple priorities in a fast-paced environment

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Preferred Qualifications

• CompTIA A+ or equivalent certification
• Experience supporting enterprise device lifecycle programs
• Exposure to asset management and inventory tracking tools
• Basic understanding of networking concepts and security protocols

#LI-DNI

Provides managed IT infrastructure and digital workplace services.