Desktop / Field Support Technician

Desktop / Field Services Technician - Detailed Job Description Overview We are seeking an experienced Desktop / Field Services Technician to provide onsite and remote end-user computing support for desktop, laptop, printer, and network-related issues. The technician will be responsible for troubleshooting hardware/software problems, supporting mobile workforce connectivity, performing installations/upgrades, and ensuring timely resolution of tickets while maintaining excellent customer service standards.

The ideal candidate should have strong hands-on experience supporting Windows environments, desktop infrastructure, VPN connectivity, and peripheral devices in enterprise environments.

Scope of Work The technician will be responsible for:

Provide onsite and remote desktop support for end users

Troubleshoot and resolve hardware and software issues on desktops/laptops

Install, configure, and maintain Windows operating systems and applications

Support Microsoft Office and enterprise applications

Diagnose and resolve VPN, wireless, and broadband connectivity issues

Install and configure local/network printers and peripherals

Respond to escalated Helpdesk tickets and work orders

Perform software installations, upgrades, and patch updates

Troubleshoot TCP/IP and LAN connectivity issues

Perform hard drive replacement, data recovery, and data migration activities

Utilize remote support tools for troubleshooting and resolution

Maintain asset inventory and update ticketing systems

Support desktop deployment and refresh projects

Coordinate with infrastructure/network teams for issue resolution

Perform preventative maintenance activities

Provide user guidance and basic onsite training when required

Follow IT policies, procedures, and security guidelines

Requirements Minimum 5 years of hands-on desktop support experience

Strong knowledge of:

Windows Operating Systems

TCP/IP networking

VPN connectivity troubleshooting

Desktop/laptop hardware support

Printer and peripheral support

Experience with ticketing systems and incident management tools

Ability to troubleshoot software, hardware, and connectivity issues independently

Good understanding of Active Directory and user account support

Strong customer service and communication skills

Ability to work independently and in team environments

Experience supporting remote/mobile workforce preferred

A+ Certification preferred

MCSE/MCP certification is a plus

Previous Airline/Airport IT infrastructure experience is an added advantage

Ability to lift up to 30 lbs.

Willingness to travel and work flexible shifts if required

Pre-Site Requirements

Review assigned tickets/work orders and scope

Confirm site access and contact details

Coordinate with Helpdesk/remote support teams

Ensure required software, drivers, and tools are available

Verify replacement hardware availability if applicable

Understand customer environment and issue details before dispatch

Onsite Requirements Check in as per site security process

Troubleshoot and resolve desktop/laptop/peripheral issues

Install/configure hardware and software as required

Support VPN and network connectivity troubleshooting

Configure printers and verify printing functionality

Perform data migration or backup activities if needed

Update ticketing system with detailed troubleshooting notes

Coordinate with remote teams for escalated issues

Maintain professionalism and customer communication throughout the visit

Follow all IT and security compliance procedures

Post-Site Requirements Validate issue resolution with end user

Ensure all systems and peripherals are functioning properly

Update ticket/work order with complete resolution details

Document hardware replacements and asset changes

Upload relevant photos/screenshots if required

Escalate unresolved issues with detailed troubleshooting performed

Return any unused/replaced hardware as per process

Submit completion report and timesheet if applicable