IT Field Support Technician

Primarily onsite IT support for office and production facilities based in The Woodlands, with occasional travel to other Houston-area locations as needed. Supports daily service requests and incidents, assists with essential business systems and infrastructure, and works closely with senior IT staff and vendors., End User Support & Service Desk Operations

• Serve as a first-level point of contact for IT service requests, providing deskside and remote support.
• Troubleshoot common hardware, software, network connectivity, and peripheral issues.
• Accurately document all incidents and service requests in the ticketing system, ensuring clear work notes and resolution details.
• Monitor assigned ticket queues, respond to new requests promptly, and update users on status.
• Escalate complex issues to senior technicians or appropriate resolver groups following established procedures.
• Follow defined service level agreements (SLAs) and escalation processes.

Site IT Support & Coordination

• Provide primary onsite IT support for The Woodlands locations.
• Support local IT requirements under guidance from senior IT staff.
• Assist with onboarding and offboarding activities, including workstation setup, hardware deployment, and account coordination.
• Coordinate vendor visits and onsite support activities as directed.

IT Asset & Inventory Management

• Assist in maintaining accurate IT asset records within the ServiceNow CMDB.
• Track hardware inventory, update asset information, and support periodic audits.
• Help reconcile discrepancies and ensure asset lifecycle activities follow company standards.
• Support hardware refresh programs and device replacement initiatives.

Project & Operational Support

• Participate in IT-led initiatives such as hardware refreshes, site expansions, acquisitions, restructuring projects, or system upgrades.
• Assist with workstation imaging, provisioning, application installations, and device enrollments.
• Support technology rollouts and infrastructure-related activities under supervision.

User Training & Guidance

• Provide basic user guidance on Microsoft 365 applications and standard desktop tools.
• Educate users on proper procedures for submitting service requests and incident tickets.
• Assist in developing simple knowledge articles or end-user documentation as needed.

Additional Responsibilities

• Provide occasional onsite support at other locations as business needs require.
• Support local language communication when needed to assist call center agents.
• Complete all required company training programs.
• Provide support for business-critical systems under the guidance of senior technicians.
• Act as the onsite IT contact when required, escalating issues appropriately.
• Regularly carry out assigned responsibilities as part of core duties.

• High School Diploma or GED required.
• Associate degree in Information Technology, Computer Science, or related field preferred.

Experience

• Entry level / recent Grad in IT support, help desk, or desktop support preferred.
• Technical support experience considered a plus.

Certifications (Preferred but Not Required)

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals or related Microsoft certification
• ITIL Foundation
• Equivalent hands-on experience may be considered in place of certifications.

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