Field Support Technician

Job Info


  • Provide knowledgeable PC software, hardware, and network connectivity troubleshooting. Diagnose and resolve these issues for corporate employees and sales associates.
  • Installation, configuration and onsite support of PC software, hardware, and network devices located at [Metro Name] offices.


  • Installs, configures and troubleshoots Windows operating systems.
  • Installs, configures and troubleshoots network cards and network connectivity software.
  • Installs, configures and troubleshoots proprietary application software.
  • Installs, configures and troubleshoots PC hardware and other approved peripherals.
  • Assists Network Engineers in debugging network issues as required.
  • Configures and troubleshoots network printing on client computers.
  • Resolve issues in a timely manner.
  • Ensure customer satisfaction with every interaction.
  • Keeps customer informed of issues and provides update in status in ticket tracking system.
  • Performs special projects as requested by supervisor.
  • Escalates issues as necessary to other groups within the IT organization.
  • Image capturing for computer deployments.



  • Offers help to accomplish tasks or objectives outside one’s area of primary responsibility.
  • Brings problems to someone's attention that can help when unable to offer personal assistance.
  • Treats customers (internal and external), colleagues, subordinates and superiors with respect.
  • Graciously accepts help from others.
  • Participates in developing team goals.
  • Shows trust and respect for all members of the team.


  • Communicates with customers (internal and external), peers, subordinates and superiors with a positive and professional attitude.
  • Communicates all the information necessary for someone to understand any given situation and confirms understanding from the individual(s) being given the information.
  • Offers to conduct research to obtain missing information when necessary or appropriate.
  • Listens and observes attentively, allowing an exchange of information. Anticipates questions.
  • Seeks to understand differing viewpoints or opposing views.
  • Is candid and honest in expressing thoughts and ideas, while remaining sensitive to others.
  • Writes clearly and concisely, with an appropriate awareness of the intended audience.
  • Considers lead time when generating written and verbal communication.
  • Proactive Problem Solving
  • Takes full ownership and responsibility for problems, as an individual and as a part of the team.
  • Gathers all the facts before acting on, or recommending a solution.
  • Follows a consistent logical series of steps and documents, in writing, whenever deviating from known policies and procedures.
  • Obtains any required approvals for any deviations. Approvals are in writing or at least noted when written authorization is not possible.
  • Communicates with everyone affected by the problem through each step of the resolution.
  • Actively participates in solutions.
  • Anticipates changes that need to be made to the system.
  • Takes initiative to recommend/implement preventative measures. Error-free Work through Continuous Improvement and Attention to Detail
  • Uses originality, imagination and inventiveness to generate new ideas, alternatives and solutions.
  • Develops new or improved methods or systems, continually seeking improvement. Is open to change.
  • Combines elements of existing methods and practices with new techniques.
  • Uses techniques such as brainstorming to bring ideas and solutions into being.
  • Understands the details sufficiently to know which steps of a process can be altered and which are necessary for the overall good of the process. Decision Making
  • Uses sound logical judgment to choose an appropriate course of action.
  • Takes decisive action and seeks assistance of others in decision-making, as appropriate.
  • Has the flexibility to change direction when facts so warrant.
  • Accepts both the positive and negative consequences of decisions.
  • Evaluates risks, consequences and interests of those affected by decisions. Follow Through and Commitment
  • Considers the ramifications of any actions taken on other areas and/or people.
  • Documents steps that were taken, reasons for decisions and obtained approval(s), etc.
  • Ensures everyone affected by the problem is fully informed through each step of the resolution process.
  • Continues follow-up as necessary until problem is resolved or project is over.
  • Delivers on promises of service at agreed upon time.
  • Confirms the customers 'expectations and desired results prior to the delivery of the service (in writing when appropriate).
  • Manages expectations throughout the process by keeping the customer informed regarding status and timing.
  • Notifies customers and supervisor or manager as soon as a commitment may be missed.

Work Ethic

  • Manages their role and responsibilities with professionalism
  • Goes above and beyond, takes the initiative to assist others without being asked
  • Appropriately prioritizes multiple responsibilities and manages tight deadlines
  • Anticipate change in technology, environments and system needs


  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Basic understanding of networking and TCP protocol
  • Ability to install &troubleshoot operating system software
  • Ability to install hardware, peripherals and resolve hardware conflicts
  • Ability to work independently
  • Organized and dependable
  • Ability to handle multiple priorities and possess a high degree of flexibility
  • Ability to take initiative and work well under pressure
  • Good communication skills and team player attitude essential
  • Good interpersonal and communication skills
  • Good Time Management skills
  • Good problem solving skills


  • Windows (installation and troubleshoot)
  • Microsoft Office (installation and troubleshoot)
  • 2 years desktop and Internet access support experience


  • 3+ years desktop support experience
  • Experience with MAC OS and Apple i-products a plus
  • MCSA and/or CNA, or 2 years’ experience as technical support person in a network environment.
  • 4 Year degree
  • Windows MCP or 2 years equivalent experience.
  • Skilled in all Microsoft Office products.
  • Experience with HTML, Flash, and other web technologies.
  • Experience with Microsoft SharePoint (1 Year).
  • Experience with Commercial and proprietary company software.
  • Basic network administration knowledge.
  • Good written and verbal communication skills.
  • Good judgment, analytical and creative problem solving skills.


  • MCSA or MCSE, A+, or equivalent work experience.


  • Ability to read and comprehend instructions, short correspondence, and memos.
  • Ability to write technical correspondence, as well as explain technical issues to non-technical people.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.


  • Ability to lift computers, printers, and monitors up to 50 lbs.
  • Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components.
  • Ability to get to branch offices by individual’s own means of transportation and a valid driver’s license while carrying tools\equipment and spare parts.
  • May be required to travel


  • The noise level in the work environment is usually quiet.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

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