Field Service Technician

Job Responsibilities for Field Services Technician II

Core responsibilities:

Analyze incidents, requests, device data, and user feedback to identify root causes and improvement opportunities.

Support endpoint configuration, software packaging, image validation, access workflows, and device lifecycle processes.

Document requirements, test scenarios, runbooks, and operational handoffs for desktop-service changes.

Coordinate with desktop engineering, security, identity, application, and field services teams on cross-functional issues.

Develop reports and recommendations related to endpoint performance, ticket trends, and user-impact reduction.

Level expectations:

Performs routine activities using defined runbooks and SOPs, resolves low-complexity requests, documents outcomes, and escalates issues with complete troubleshooting detail.

Skills/Experience:

Systems analysis, ITSM, endpoint management, requirements gathering, documentation, customer service, analytical problem solving, and Windows/Microsoft endpoint technologies.