Field Service Administrator

JOB SUMMARY (the purpose and general nature of the job)

The Field Services Administrator will be primarily responsible for local site issues including but not limited to: Laptop & Desktop support, and onsite production support.  The Field Services Administrator will be an advocate for the local business group, as well as the delivery mechanisms for many IT services.

PRINCIPLE ROLES/ACCOUNTABILITIES include the following.  In this position, either directly or through others, the incumbent will:

Role: Design

• Participate in the development of policies, procedures and resources in relation to the network and/or systems


• Create images for workstations


• Evaluate and test software packages to increase productivity

Role: Implement

• Image, configure, and deploy workstations


• Roll out software packages (Antivirus, remote clients, etc.)

Role: Support

• Perform deskside support (hardware, application, network)


• Assist Infrastructure team


• Troubleshoot production systems and application issues


• Provide Executive Support

Role: Administer

• Ensure operating system and application patches are applied per specified schedules


• Ensure Antivirus definitions are updated regularly


• Ensure backup media is rotated and vaulted offsite per established procedures

Role: Secure

• Enforce company security procedures and policies by ensuring all workstations and laptops meet security guidelines

Role: Improve

• Inspire innovation by consistently evaluating processes, contribute feedback and ideas

Additional responsibilities and duties may be assigned.

METRICS: Basic standards regarding how success will be measured

• Turn-Around-Time on trouble tickets – Time to Acknowledge, Time to Resolve (measured monthly)


• Overall customer satisfaction – measured through feedback from customers (measured annually)


• Quality of work – measured by first-call resolution, customer feedback, and manager’s assessment (measured monthly)

KNOWLEDGE/EXPERIENCE/SKILLS: Minimal requirements for education, knowledge and experience:

• Associates degree in computer science or equivalent experience preferred


• MCSA, A+, Net+ certifications preferred


• 2+ yrs experience desktop support


• Advanced knowledge of Windows 2000/XP and PC/Server/Switching hardware


• Working knowledge of Active Directory, Group Policy, DNS, DHCP, and  HP Printers


• Basic knowledge of SQL and VBScript


• Strong organizational/analytical skills and an attention to detail


• Excellent execution skills with a track record of success in implementing complex projects and deliverables


• Able to communicate clearly and professional both verbally and in writing


• Excellent customer service skills


• Ability to operate in a leveraged and matrixed environment

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS: This position requires the ability to perform the essential duties and responsibilities in the following environment: