Desktop Field Service Technician

The role involves providing support to computer users by assisting with hardware and software installations, as well as networking components, to meet their individual computer requirements. This includes upgrading systems from Windows 7 to newer versions and deploying new replacement machines. In addition, the job entails diagnosing and troubleshooting issues with individual or multiple computer systems to ensure their proper functioning, with a focus on resolution and vendor communication when necessary.

Responsibilities include conducting diagnostic reviews, generating error reports as requested by customers, and addressing identified problems. This role also involves aiding in computer studies, projects, and policy implementation within the assigned area. Furthermore, the position contributes to the design and development of standardized operational management reports to detect issues and monitor computer performance.

The job requires researching, analyzing, and providing hardware and software recommendations, along with purchasing information, to users for acquiring necessary equipment. It also involves diagnosing and resolving moderate end-user hardware and software problems, including issues related to remote access software. Additionally, the role includes setting up new computers and coordinating workstation upgrades and replacements. Participation in deploying new software platforms is also expected.

Keeping track of user requests for equipment, information, and problem reporting is a key responsibility, which involves opening and maintaining case histories. The role also includes verifying with customers that their issues have been resolved and subsequently closing cases.