Field Services Technician bei WILLIAM CAREY UNIVERSITY

Description

Job Summary

The Field Services Technician serves as a key member of the Information Technology team, providing front-line support to faculty, staff, and students across the institution. This role is responsible for diagnosing and resolving a wide range of technical issues related to computers, mobile devices, peripherals, software applications, and network connectivity. The technician ensures that end users receive timely, professional, and effective assistance, whether in person, by phone, or through remote tools.

The Field Services Technician reports directly to the Director of Field Services and Asset Management, collaborating closely with colleagues in infrastructure, security, and application support. This role requires strong technical skills, excellent communication, and a customer service mindset to support the institution’s mission through effective use of technology.

Duties and Responsibilities

This job description does not state or imply that these are the only duties to be performed by the employee occupying this position.  Duties and responsibilities listed are essential job functions and exclude functions which are incidental to the performance of fundamental job duties.

• Assists the University in implementing the statement of purpose
• Assists the University in implementing the technology strategic plan
• Provide first-line technical support for hardware, software, and network issues through in-person, phone, and remote channels.
• Install, configure, and maintain computers, mobile devices, printers, and related technology.
• Support account setup, application access, and connectivity (LAN, Wi-Fi, VPN).
• Document, track, and resolve tickets in the helpdesk system, escalating as appropriate.
• Deliver excellent customer service with clear communication and user guidance.
• Perform regular updates, patches, and preventive maintenance on systems and devices.
• Maintain accurate IT asset inventory and documentation.
• Follow IT policies, enforce security standards, and support compliance requirements.
• Other duties as assigned by the Director of Field Services or Chief Information Officer

Qualifications

Required Qualifications

• Associate’s degree in IT, Computer Science, or related field; or equivalent work experience.
• 1–2 years of experience in helpdesk or IT support.
• Proficiency with Windows and macOS, Microsoft 365, and common business applications.
• Basic understanding of networking (TCP/IP, LAN/WAN, Wi-Fi, VPN).
• Experience with hardware setup, troubleshooting, and repair of computers, printers, and mobile devices.
• Familiarity with helpdesk/ticketing systems.
• Strong problem-solving, communication, and customer service skills.
• Ability to manage priorities, work independently, and support users with professionalism.

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 2+ years of experience in IT support or field services.
• Advanced knowledge of networking, Active Directory, and group policy management.
• Familiarity with cloud platforms (e.g., Microsoft Azure, AWS, or Google Workspace).
• Scripting or automation skills (e.g., PowerShell, Bash, Python).
• Experience with IT asset management and endpoint security tools.
• Certifications such as CompTIA Network+, Security+, Microsoft Certified, or ITIL Foundation.
   

Physical Demands

• Ability to sit, stand, and work at a computer for extended periods of time.
• Frequent use of hands and fingers for typing, handling small components, and operating tools.
• Ability to lift, carry, and move computer equipment, printers, and other IT hardware (typically up to 25–50 lbs).
• Occasional bending, stooping, crawling, or climbing to access cables, wiring, or equipment in confined spaces.
• Visual acuity to read screens, technical manuals, and labels on equipment.
• Ability to travel between office sites or campus locations as required.
• Ability to perform all duties in an on-campus setting.