Desktop / Field Services Technician - Detailed Job Description

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 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, * 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, * 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, * 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

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