Desktop Support / Field Service Technician

ZipRecruiter; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in Chicago is seeking a Desktop Support/Field Services Technician to provide technical support and manage hardware issues. The ideal candidate will have experience in desktop support, excellent communication skills, and the ability to work effectively in a team. This full-time role requires on-site support and may involve travel within the Chicago area.

Qualifications

• 3-5 years in desktop support.
• Certifications: A+, Net+, MCP, ITIL v.3, Mac Certified Technician.

Responsibilities

• Provide inclusive support to meet metrics such as Service Level Agreements.
• Analyze, diagnose, and resolve complex PC problems.
• Document hardware issues and repairs.

Skills

Communication

Multitasking

Project Management

Attention to Detail

Education

High school diploma or equivalent

Associate’s in IT

Tools

Microsoft Office

Windows

Mac

iOS

Thin Client

Job description

Job Description

JOB DESCRIPTION

JOB TITLE: Desktop Support/Field Services Technician

LOCATION: Chicago, IL

IMMEDIATE SUPVR: Field Services Manager

Responsibilities

Will include, but are not limited to:

• Provide inclusive support to meet metrics such as Service Level Agreements, utilization, customer service, ticket quality, billable hours, and project documentation.
• Ensure the Field Services Manager is informed of upcoming projects or changes affecting team availability.
• Stay updated on latest technologies.
• Provide training and mentoring for new employees.
• Create SOPs for event identification and resolution.
• Be available for onsite support if needed, including visiting customer locations to backfill during absences.

Tier 2 Support

• Hardware Inventory Management
• Assist Service Desk during peak times or outages by participating in call/email triage and resolution.
• Provide escalation support.
• Call users for event resolution and confirmation.
• Review aging tickets to ensure communication and expectations are met.
• Identify common issues and develop solutions for faster resolution.

Field/Onsite Support

• Analyze, diagnose, and resolve complex PC problems, implementing remote or in-person solutions.
• Communicate incident status accurately and timely.
• Configure, test, maintain, and troubleshoot hardware and software, including peripherals and networking hardware.
• Regularly re-image computers, support various office environments, and mobile devices.
• Ship and receive PCs, support MS Office and email issues.
• Support printers, coordinate with vendors, and maintain printer functionality.
• Document hardware issues and repairs.
• Manage hardware contracts and liaise with third-party vendors as needed.

Minimum Requirements

Software: Microsoft Office (all versions)

Operating Systems: Windows, Mac, iOS, Thin Client

Hardware: Desktops, laptops, wireless devices, A/V, printers

Education: High school diploma or equivalent; Associate’s in IT preferred

Experience: 3-5 years in desktop support

Certifications: A+, Net+, MCP, ITIL v.3, Mac Certified Technician

Other Skills: Good organizational fit, understanding of Windows AD, permissions, excellent communication, multitasking, creativity, interpersonal skills, good attendance, relationship building, remote support, initiative, written/verbal skills, project management, attention to detail, internet and computer literacy, managing deadlines.

Travel: Yes, between locations in Chicago area. Frequency as directed.

On-Call Duty: Yes, as directed. Subject to change.

Physical Requirements: Ability to lift 30-100 lbs frequently.

Job Status: Full-time, 40 hrs/week, 8am-5pm, M-F.