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