IT Field Service Technician - Level 2

Job Summary:

The IT Field Service Technician Level 2 provides advanced technical support in resolving hardware and software issues for end-users across both Mac and Windows environments. This role requires a strong technical background with expertise in troubleshooting, customer service, and reporting. The technician will document and report service activities using Microsoft Office tools, manage IT assets, and be responsible for resolving complex issues escalated from Level 1 support, while delivering high-quality service to both remote and on-site users.

Key Responsibilities:

• Field Service Support:
• Provide advanced troubleshooting and support for end-user IT hardware (desktops, laptops, printers, etc.) and software applications in both Windows and macOS environments.
• Diagnose and resolve hardware issues, including component failures and peripherals, for both Mac and Windows systems.
• Troubleshoot software applications, including installation, configuration, and performance issues on both platforms.
• Respond to escalated issues from Level 1 support and other internal teams, ensuring timely resolution.
• Perform on-site visits for diagnosing, repairing, or replacing faulty hardware and infrastructure components.
• Assist in installations, configurations, and upgrades of IT equipment and software as needed.
• Track and manage IT assets, including hardware, software, and licenses, ensuring accurate records are maintained in asset management systems.
• Conduct regular inventory assessments of IT equipment and report discrepancies to management.
• Assist in the disposal of obsolete or surplus IT assets following company policies and environmental regulations.
• Collaborate with procurement teams to facilitate the acquisition of new equipment and ensure compliance with inventory protocols.
• Reporting & Documentation:
• Maintain detailed documentation of support activities, troubleshooting steps, and resolutions using internal systems.
• Prepare and present periodic reports on incident response times, ticket resolution, and other key metrics using MS Excel (formulas, charts, and pivot tables).
• Collaborate with team leads to analyze service data and identify trends for improving field service efficiency.
• Ensure all service requests are logged, tracked, and updated in the service management system.
• Technical Expertise:
• Troubleshoot complex issues involving hardware, operating systems (Windows and macOS), network devices, and various software applications.
• Provide guidance and mentorship to Level 1 technicians to improve troubleshooting effectiveness and technical knowledge.
• Stay updated with the latest IT infrastructure technologies and recommend best practices for the team.

Qualifications:

• Education:

Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.

• Experience:
• 3 years of experience in IT support, field services, or a related role.
• Hands-on experience with Microsoft Office Suite, especially MS Excel (creating reports, working with formulas and data analysis) and PowerPoint.
• Solid experience troubleshooting hardware and software issues in a professional setting, specifically in both Windows and macOS environments.
• Skills & Competencies:
• Advanced knowledge of MS Excel for tracking and reporting on service performance and incident trends.
• Strong troubleshooting skills in hardware and software for both Windows and macOS, including installation, configuration, and performance optimization.
• Excellent communication and interpersonal skills to explain technical concepts to non-technical users.
• Ability to manage multiple tasks efficiently while maintaining high levels of accuracy and attention to detail.
• Strong team collaboration skills, with the ability to work independently when needed.
• Basic knowledge of ticketing systems (e.g., ServiceNow) and IT service management (ITSM) principles.
• Additional Requirements:
• Ability to carry and transport IT equipment weighing up to 50 lbs as needed for installations, repairs, and asset management activities.
• Ability to perform physical tasks such as lifting, moving, and setting up hardware and peripherals.
• Ability to travel locally for on-site technical support and installations.
• Willingness to work flexible hours or be on-call for emergency support.
• Certifications such as CompTIA A , Network , or ITIL Foundation are a plus.

Job Type: Full-time

Pay: $20.29 - $25.25 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $20 - $25