Field Service Technician II

Key Deliverables

• Level 1 - Associate Field Services Technician I: Respond to IT service tickets using documented procedures and supervision. Assist with workstation setups and peripheral connections. Perform basic AV checks and room readiness tasks. Support imaging and deployments under direction. Maintain accurate ticket documentation in ITSM tools (e.g., ServiceNow). Follow proper inventory handling, tagging, and tracking. Escalate unresolved issues appropriately. Adhere to safety protocols and client-specific guidelines.
• Level 2 - Field Services Technician II (Lead Single Man Sites): Independently manage onsite IT support at single-person or lead-assigned locations. Serve as the primary contact for end-user technical needs. Own AV/conference room setup, maintenance, and issue resolution. Execute full lifecycle support: imaging, deployment, recovery, e-waste. Oversee inventory reconciliation and tool usage. Prioritize and resolve tickets aligned to SLA ta...