IT Field Service Technician

ManpowerGroup Global, Inc.; Allentown (Lehigh County); Hybrid; USD 34,000 - 44,000; Full time

Job summary

ManpowerGroup Global, Inc. is seeking a Field Support Technician to provide hands-on end-user IT support for an enterprise environment at Trexlertown, PA. This onsite role will be the primary resource for ~300 end users, handling imaging, AD tasks, and ticket resolution.

The position requires 1-3 years of desktop support experience, strong communication, and the ability to work onsite Monday-Thursday with Friday remote. Training and collaboration with a broader team are included.

Qualifications

• 1-3 years of desktop support or end-user IT support experience.
• Hands-on experience supporting Windows computers and end users.
• Basic Active Directory experience.
• Experience troubleshooting common hardware, software, peripheral, and user issues.
• Familiarity with Microsoft applications and Microsoft Teams.
• Experience working with an IT ticketing system (SMAX or similar).
• Ability to troubleshoot issues independently and know when to escalate.
• Strong verbal and written communication skills.
• Strong customer-service skills and comfort interacting with end users.
• Ability to follow written procedures and established support processes.
• High attention to detail and organizational skills.
• Proactive in identifying and resolving user needs.
• Willingness to work as part of a larger IT support team.
• High school diploma or equivalent.

Responsibilities

• Provide hands-on technical support for end users in a Windows environment.
• Troubleshoot and resolve desktop, laptop, hardware, software, and peripheral issues.
• Image and prepare Windows devices for end users.
• Deliver and deploy devices to users across the site.
• Perform basic Active Directory support and user account tasks.
• Support Microsoft applications and tools, including Microsoft Teams.
• Manage, document, update, and resolve tickets using SMAX.
• Provide walk-up IT support at the onsite Service Point.
• Provide peripherals and IT equipment as needed.
• Ship and receive IT equipment and assist with deployment.
• Troubleshoot issues independently and escalate when needed.
• Follow documented procedures and established support processes.
• Build relationships with end users and stakeholders.
• Participate in team meetings and collaborate with other technicians.
• Handle additional IT duties and projects.

Skills

End-user IT support

Windows troubleshooting

Customer service

Communication

Procedures adherence

Team collaboration

Onsite support experience

Problem solving

Time management

Education

High school diploma or equivalent

Tools

SMAX ITSM

Active Directory

Microsoft Teams

Job description

Field Support Technician

Location: Trexlertown, PA
Schedule: Monday-Thursday onsite, Friday remote
Pay Rate: $25-$32/hour
Contract: Through April 1, 2027, with potential for a one-year extension
Experience: 1-3 years

Position Overview

We are seeking a Field Support Technician to provide hands-on end-user IT support for an enterprise environment in Trexlertown, PA. This individual will serve as the primary onsite IT support technician for a location of approximately 300 end users.

The role combines traditional desktop/field support with direct walk-up support through an onsite IT Service Point. The technician will troubleshoot Windows and Microsoft-related issues, image and deploy devices, support Active Directory requests, manage incidents through SMAX, and work directly with end users to resolve technical issues.

This is a highly customer-facing position, so strong communication skills, professionalism, independent troubleshooting ability, and the ability to follow established procedures are equally important as technical aptitude.

Responsibilities

• Provide hands-on technical support for end users in a Windows environment
• Troubleshoot and resolve desktop, laptop, hardware, software, peripheral, and general end-user IT issues
• Image and prepare Windows computers and other devices for end users
• Deliver and deploy new and replacement devices to users throughout the site
• Perform basic Active Directory support and account-related tasks
• Support Microsoft applications and tools, including Microsoft Teams
• Manage, document, update, and resolve support tickets using SMAX
• Provide direct walk-up IT support through the onsite IT Service Point, allowing users to receive assistance with issues that can be resolved quickly without going through the traditional service desk process
• Provide peripherals and other IT equipment such as mice and keyboards as needed
• Ship and receive IT equipment and assist with equipment preparation and deployment
• Troubleshoot issues independently while knowing when to engage the broader support team for assistance
• Follow documented procedures, standard operating processes, and established support practices
• Build strong relationships with end users and key stakeholders at the site
• Participate in weekly team meetings and collaborate with other IT support technicians
• Handle additional IT support duties and projects as assigned

Required Qualifications

• 1-3 years of desktop support, deskside support, field services, help desk, or similar end-user IT support experience
• Hands-on experience supporting Windows computers and end users
• Basic Active Directory experience
• Experience troubleshooting common hardware, software, peripheral, and user issues
• Familiarity with Microsoft applications and Microsoft Teams
• Experience working with an IT ticketing/service management system
• Ability to troubleshoot issues independently and determine when escalation is appropriate
• Strong verbal and written communication skills
• Strong customer-service skills and comfort interacting directly with end users
• Ability to follow written procedures and established support processes consistently
• Strong attention to detail and organizational skills
• Proactive approach to identifying and resolving user needs
• Positive, collaborative attitude and willingness to work as part of a larger support team
• High school diploma or equivalent

Preferred Qualifications

• Previous experience imaging, configuring, and deploying Windows devices
• Experience with SMAX or a similar ITSM/ticketing platform
• Experience supporting users in a corporate or enterprise IT environment
• Experience serving as an onsite or primary point of contact for end-user IT support

Work Environment

This technician will be the primary onsite IT support resource at the Trexlertown location and will regularly interact directly with employees and customer stakeholders. The site supports approximately 300 end users, with a manageable historical ticket volume that allows the technician to focus on quality support and direct user interaction.

The technician will also have access to an experienced broader support team through an ongoing team chat, allowing them to quickly collaborate with other technicians when they encounter an unfamiliar issue.

The position is onsite Monday through Thursday and remote on Fridays.

Training and Knowledge Transfer

The selected technician will receive approximately one month of structured knowledge transfer from an experienced member of the support team. The goal is to provide a strong understanding of the customer environment, procedures, tools, and common support scenarios before the technician assumes full responsibility for the site.

Ongoing support will also be available through the broader technical team, including weekly staff meetings and continuous collaboration with other technicians.

Ideal Candidate

The strongest candidate will have a solid foundation in hands-on desktop support but does not need to be a highly senior technician. The team is looking for someone who can communicate professionally with end users, troubleshoot problems independently, follow documented processes, take direction well, and represent the IT support team effectively as the primary technician at the site.

Employment is contingent upon successful completion of required background screening and drug testing.

About ManpowerGroup, Parent Company of: Manpower, Experis and Talent Solutions.

Experis® is a global leader in technology services and part of the ManpowerGroup® (NYSE: MAN) family of brands. We connect skilled technology professionals with meaningful opportunities where they can grow their careers, expand their expertise and make a real impact. Guided by the belief that it takes Human Ingenuity to unlock the true potential of technology, Experis helps people gain experience with leading organizations, build sought-after skills and take the next step toward a brighter future. Backed by ManpowerGroup's 75+ years of workforce expertise and global reach across more than 70 countries and territories, Experis brings the scale, insight and opportunity to help people and businesses thrive. ManpowerGroup is consistently recognized for its commitment to inclusion, ethics and responsible business, including being named one of the World's Most Ethical Companies. Learn more at Experis.com.