Position Summary
The IT Field Support Technician provides on-the-ground technical support and customer service to CEC employees at project sites and office locations across the country. This role travels up to 80% of the time, serving as the local, face-to-face IT resource at each site visited. The IT Field Support Technician resolves hardware, software, and network issues in person, supports onboarding and equipment setup, and represents the IT department as a courteous, professional point of contact for end users who otherwise rely on remote support. This role combines hands-on technical troubleshooting with strong customer service skills to ensure site personnel receive timely, high-quality IT support regardless of location.
Key Responsibilities
- Travel to assigned project sites and office locations up to 80% of the time, serving as the primary in-person IT contact for site personnel.
- Provide courteous, professional, and responsive technical support to end users at each site visited, resolving issues on the spot whenever possible.
- Build strong working relationships with site leadership and staff, ensuring IT support feels accessible and responsive rather than remote or impersonal.
- Represent the IT department professionally, setting the tone for how field employees experience technology support across the company.
- Communicate clearly with end users of varying technical skill levels, translating technical issues and solutions into plain language.
- Provide hands-on and remote problem resolution support for computer software, hardware, peripherals, and network issues across all corporate users.
- Serve as the initial point of contact for troubleshooting hardware, software, PC, and printer problems at each site.
- Identify, troubleshoot, resolve, and escalate issues related to desktop hardware, software, and equipment installation and configuration.
- Identify, troubleshoot, resolve, and escalate issues related to local area network and phone equipment at project sites.
- Perform installs, upgrades, moves, and changes for workstation hardware and software, printers, and other peripheral devices.
- Learn and support all internal business applications, providing first-level PC, network, and application support to a distributed user base.
- Grant access, and reset and change passwords for end users in accordance with IT security protocols.
- Enforce Information Technology company policies and procedures across all site and office locations visited.
- Log all calls, site visits, and support activities accurately in the IT tracking system.
- Support special projects and additional duties as assigned by the IT Manager.