Field Services Agent - EUC

Ampstek; Tulsa (OK); On-site; USD 42,000 - 64,000; Full time

Job summary

Ampstek is seeking a Field Services Agent to deliver on-site and remote Tier 1-2 support at the Tulsa, OK campus and other locations. The role emphasizes reliable daily tech operations, thorough ticketing, asset documentation, and adherence to SLAs and IT procedures.

Key tasks include Windows 11 support, Microsoft 365 apps, and end-user assistance for SAP and Adobe products while using SCCM/MECM and Intune for device management. On-site work and occasional after-hours support are expected.

Qualifications

• Associate degree in information technology, computer science, or related field, or equivalent practical experience.
• One to three years of desktop support, help-desk support, or related IT experience.
• Working knowledge of Windows 10/11, Microsoft 365, Outlook, and Office applications.
• Experience with on-site/remote end-user support and accurate documentation.

Responsibilities

• Provide Tier 1-2 desktop and end-user support on-site and remotely.
• Troubleshoot hardware, OS, software, peripheral, and connectivity issues.
• Image and provision devices using SCCM/MECM or other deployment tools.
• Use ServiceNow for incident tracking, requests, and asset management.

Skills

SCCM/MECM

Microsoft Intune

Customer service

Windows 10/11

Microsoft 365 apps

Education

Associate degree in IT or equivalent

Tools

ServiceNow

SCCM/MECM

Intune

Azure-related services

Job description

Client is looking for someone having experience with SCCM, Intune and Customer service

Position Summary

The Field Services Agent provides onsite and remote Tier 1-2 technical support to employees at the Tulsa Campus and other supported locations. The position performs operational desktop-support activities, including incident resolution, device deployment and maintenance, software support, basic connectivity troubleshooting, asset management, account assistance, and end-user support.

This is a hands-on, customer-service-oriented position focused on reliable daily technology operations, accurate ticket and asset documentation, and timely support in accordance with established service levels, security requirements, and IT procedures.

Technical Support and Troubleshooting

Provide Tier 1-2 desktop and end-user support to onsite and remote users.

Troubleshoot and resolve hardware, operating-system, software, peripheral, account-access, and connectivity issues.

Diagnose and support Windows 10 and Windows 11 devices, with primary emphasis on Windows 11.

Support Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and Teams.

Provide user support for approved enterprise applications, including SAP, Adobe applications, and other standard business software.

Perform password resets and basic access support in accordance with approved identity, security, and authorization procedures.

Install, configure, maintain, and troubleshoot desktops, laptops, monitors, docking stations, printers, mobile devices, and related peripherals.

Diagnose hardware failures and perform authorized minor repairs, such as battery or approved component replacement and removal of debris.

Determine when equipment should be submitted for warranty service and initiate requests through approved manufacturer or vendor systems.

Perform basic wired and wireless connectivity troubleshooting, including Wi-Fi access, device mapping, and common network-access issues.

Provide basic technical support for meeting rooms, collaboration devices, and conference-room audiovisual equipment.

User Support and Service Delivery

Respond to service-desk tickets, walk-up requests, telephone requests, alerts, and authorized remote-support requests.

Deliver professional and customer-focused support to employees at all organizational levels.

Accurately document incidents, requests, troubleshooting steps, time spent, resolutions, and procedures in the designated IT service-management system.

Use ServiceNow or other designated systems for ticket management, incident tracking, request fulfillment, and asset management.

Escalate issues that exceed assigned authority, technical scope, security permissions, or service-level requirements.

Device Deployment and Systems Management

Install, configure, deploy, replace, and maintain desktop and laptop systems and accessories.

Image and provision devices using SCCM/MECM or other approved deployment tools.

Use Microsoft Intune, Azure-related services, or other authorized tools for device configuration, deployment, and support.

Apply operating-system updates, application updates, patches, and approved security configurations.

Assist with device refreshes, replacements, upgrades, and lifecycle activities.

Support onboarding and offboarding by preparing, configuring, assigning, collecting, and documenting equipment.

Perform access-provisioning or deprovisioning tasks only as authorized and directed.

Asset Management

Maintain accurate hardware and software inventory records.

Document asset assignments, movements, replacements, repairs, returns, and disposals.

Use ServiceNow and other designated systems for asset tracking.

Coordinate authorized hardware repairs and warranty services with manufacturers and vendors.

Help ensure that IT equipment is accurately documented throughout its lifecycle.

Work Environment and Physical Requirements

Work is performed primarily onsite in an office and campus environment.

The employee regularly interacts with users, computers, mobile devices, peripheral equipment, and conference-room technology.

Ability to lift and move IT equipment (typically up to 30 – 40 lbs).

Duties may require walking between support locations, working at or below desks, connecting equipment, transporting devices, and positioning computers and monitors.

The employee may occasionally be required to work approved evening or weekend hours based on operational needs.

Any on-call assignment, standby requirement, travel, or call-back arrangement will be administered and compensated in accordance with applicable law and company policy.

Required Qualifications

Associate degree in information technology, computer science, or a related field, or equivalent relevant practical experience.

One to three years of experience in desktop support, help-desk support, technical support, or a related IT function.

Working knowledge of:

Windows 10 and Windows 11

Microsoft 365 and Microsoft Office applications

Outlook and email troubleshooting

Desktop, laptop, and peripheral troubleshooting

Basic wired and wireless connectivity troubleshooting

Hardware diagnostics and authorized minor repairs

Experience providing hands-on support in an onsite work environment.

Strong customer-service, interpersonal, verbal, and written communication skills.

Ability to accurately document technical issues, work performed, and resolutions.

Ability to safely move and position computers, monitors, laptops, and related equipment weighing up to 40 pounds, with or without reasonable accommodation.

Preferred Qualifications

CompTIA A+, Network+, or a comparable IT certification.

Experience with ServiceNow incident, request, and asset-management functions.

Experience with SCCM/MECM and device-imaging environments.

Experience with Microsoft Intune and modern device-management tools.

Familiarity with Active Directory and authorized user-account administration.

Experience supporting SAP, Adobe applications, or similar enterprise software.

Experience supporting Lenovo, Dell, HP, or comparable enterprise hardware.

Basic audiovisual and conference-room technology experience.

Experience coordinating manufacturer warranty and repair services.