Field Services Technician

Position Summary:

The Field Services Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software.  This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This role requires technical proficiency, independent problem-solving, effective communication, and the ability to work in various work environments with changing operational priorities. The role is essential to support organizational goals and model best practices, guided by our values of Excellence, Accountability, Transparency and Stewardship (EATS). 

Job Duties and Responsibilities:

• Provides onsite technical support to employees at company offices, agricultural facilities, including operations, farming and nursery.
• Diagnoses, troubleshoots, and resolves hardware, software, operating system, and connectivity issues involving desktops, laptops, mobile devices, printers, and peripheral equipment.
• Installs, configures, maintains, and repairs desktop computers, laptops, monitors, printers, scanners, docking stations, and peripheral equipment, may include Microsoft Intune or MS domains.
• Responds to IT service requests and incidents, prioritizing issues based on business impact, urgency, and established service-level expectations.
• Troubleshoots network connectivity, wireless access, VPN connections, and related communication issues.
• Assists employees with access to company applications, collaboration tools, email, and other IT resources.
• Provides support for technology used in agricultural operations, including field-based devices, mobile applications, timekeeping systems, and operational technology interfaces, as applicable.
• Escalates complex technical issues to appropriate IT team members, infrastructure specialists, or third-party service providers for incoming queries and issues related to computer systems, software, and hardware.
• Travels to remote company locations to address technical issues that cannot be resolved through remote support.
• Follows up with customers to ensure issue has been resolved and gains feedback from customers about computer usage.
• Prepares, configures, and deploys IT equipment for new employees, existing employees, and replacement needs.
• Conducts routine inspections, maintenance, and troubleshooting of IT equipment to minimize operational disruptions.
• Coordinates equipment repairs, warranty claims, vendor service requests, and replacement activities.
• Assists with technology implementation projects, site expansions, office relocations, and infrastructure upgrades.
• Maintains accurate records of IT equipment, including assigned users, asset tags, serial numbers, locations, and equipment status.
• Tracks equipment deployments, returns, transfers, repairs, and disposal in accordance with company procedures.
• Conducts periodic physical inventory audits and reconciles discrepancies.
• Identifies and reports potential security concerns, suspicious activity, lost or stolen devices, and unauthorized equipment or software.
• Provides professional, responsive, and courteous technical support to employees with varying levels of technical knowledge.
• Performs other duties as assigned.

 Essential Skills, Knowledge, and Abilities:

• Working knowledge of Windows operating systems, computer hardware, software installation, peripheral configuration, mobile devices and other tech products.
• Familiarity with Microsoft 365 applications, email, collaboration tools, and user support procedures.
• Basic understanding of networking concepts, including Wi-Fi, VPNs, and network connectivity troubleshooting.
• Ability to diagnose technical problems, identify root causes, and implement effective solutions.
• Ability to troubleshoot, test, repair, and service technical equipment.
• Customer-oriented focus with patience when supporting end users.
• Ability to listen to end users, to understand the problem and ask pertinent questions.
• Ability to transfer/train end users using language they understand. 
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Strong organizational skills, attention to detail, and ability to prioritize tasks.
• Ability to work independently while recognizing when escalation is necessary.
• Ability to work flexible shifts and to adapt to changing work schedules.
• Ability to travel to field or operational locations as needed.

Qualifications:

• High School Diploma or equivalent
• Associate degree, technical training, or coursework in information technology, computer science, or a related field, preferred
• 2+ years of experience in IT support, desktop support, field services, or a related technical role
• Valid driver’s license and driving record acceptable to the Company’s insurance carrier
• English literacy verbal and written
• Bilingual verbal and written English/Spanish, preferred