Key Responsibilities and Required Skills for Field Computer Specialist

🎯 Role Definition

The Field Computer Specialist is the backbone of our distributed workforce, acting as the primary point of contact for hands-on IT support across various company sites. This role requires a proactive and mobile professional who thrives on solving complex technical challenges independently. You will be responsible for the installation, maintenance, and repair of all IT infrastructure, including hardware, software, and network systems, ensuring our employees have the reliable technology they need to succeed. This position combines deep technical expertise with outstanding customer service, making a direct impact on business continuity and user productivity.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Help Desk Technician
Desktop Support Specialist
Technical Support Representative

Advancement To:

Senior Field Engineer / Senior IT Specialist
IT Team Lead / Field Services Manager
Network Administrator or Systems Administrator

Lateral Moves:

IT Project Coordinator
Junior Cybersecurity Analyst

Core Responsibilities

Primary Functions

Travel to various company offices, client sites, and remote locations to provide on-site technical assistance and support for all IT-related issues.
Perform comprehensive installation, configuration, and ongoing maintenance of computer hardware (desktops, laptops, servers), software, systems, networks, printers, and scanners.
Diagnose and resolve complex hardware, software, and network connectivity problems in a timely and efficient manner, minimizing downtime and business disruption.
Serve as an escalation point for the help desk, tackling intricate technical issues that require a physical presence and advanced troubleshooting skills.
Manage the entire lifecycle of end-user hardware, from deployment and setup for new hires to upgrades, repairs, and eventual decommissioning and asset disposal.
Maintain an accurate and detailed inventory of all IT assets, including hardware, software licenses, and peripherals, using asset management systems.
Diligently document all support activities, troubleshooting steps, and issue resolutions within the company's IT Service Management (ITSM) ticketing platform (e.g., ServiceNow, Jira).
Execute preventative maintenance schedules on critical IT systems and network infrastructure to ensure optimal performance, reliability, and longevity.
Set up, configure, and support mobile devices (smartphones, tablets) within the corporate Mobile Device Management (MDM) environment.
Respond swiftly to emergency outages and critical system failures, performing root cause analysis and implementing corrective actions to restore full functionality.
Administer user accounts, security groups, and access permissions within Active Directory, Azure AD, and other enterprise applications.
Ensure the security and integrity of the company's network and systems by enforcing IT security policies, performing vulnerability checks, and assisting with incident response.
Provide hands-on support for audiovisual (A/V) and video conferencing equipment in meeting rooms and for company events, ensuring seamless operation.
Assist in the planning and physical execution of IT infrastructure projects, including network upgrades, office relocations, and new technology rollouts.
Train and empower end-users on the proper use of hardware and software, creating a more self-sufficient and technologically proficient workforce.

Secondary Functions

Create and maintain comprehensive technical documentation, including system configurations, standard operating procedures (SOPs), and user-facing knowledge base articles.
Collaborate with procurement teams and liaise with third-party vendors for hardware/software purchasing, warranty repairs, and service escalations.
Participate in an on-call rotation to provide after-hours and weekend support for urgent and business-critical IT incidents.
Evaluate and test new technologies, hardware models, and software applications to assess their suitability and potential value for the organization.
Assist senior network and systems engineers with infrastructure projects, acting as the "smart hands" on-site for complex deployments and changes.
Monitor network and system performance using enterprise monitoring tools, proactively identifying potential issues and trends before they impact users.
Contribute to the continuous improvement of IT support processes by providing feedback and suggestions based on field experience.

Required Skills & Competencies

Hard Skills (Technical)

Expert proficiency in Windows 10/11 and macOS environments, including deployment, management, and troubleshooting.
Strong experience with Active Directory and Azure AD for user and group policy management.
In-depth knowledge of the Microsoft 365 (Office 365) suite, including Exchange Online, SharePoint, and Teams administration.
Advanced hardware troubleshooting and repair skills for desktops, laptops, printers, and other peripherals (A+ certification is a strong plus).
Solid understanding of networking principles and protocols (TCP/IP, DNS, DHCP, VPN) and experience troubleshooting LAN/WAN connectivity issues (Network+ is a plus).
Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Desk, or Zendesk for ticket management and documentation.
Familiarity with Mobile Device Management (MDM) platforms like Microsoft Intune or Jamf for managing iOS and Android devices.
Proficiency with remote access tools (e.g., RDP, TeamViewer, BeyondTrust) for providing off-site support.
Knowledge of endpoint security solutions, including antivirus, anti-malware, and disk encryption (e.g., BitLocker).
Basic scripting skills (PowerShell, Bash) for automating routine tasks is highly desirable.
Experience supporting VoIP phone systems and video conferencing technologies (e.g., Cisco, Teams Rooms, Zoom Rooms).

Soft Skills

Exceptional customer service and interpersonal communication skills, with an ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving abilities with a logical, methodical approach to troubleshooting.
Excellent time management and organizational skills, with the capacity to prioritize tasks effectively in a fast-paced environment.
High degree of self-motivation and the ability to work autonomously with minimal supervision while on the road.
Adaptability and flexibility to handle changing priorities, unexpected issues, and diverse work environments.
Patience, empathy, and professionalism when dealing with frustrated users.
A collaborative mindset and willingness to work as part of a distributed team to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree in a technology-related field or equivalent professional certifications (e.g., CompTIA A+, Network+).

Preferred Education:

Bachelor's Degree in Information Technology, Computer Science, or a related discipline.

Relevant Fields of Study:

Information Technology
Computer Science
Network Systems Administration

Experience Requirements

Typical Experience Range: 3-5 years of direct experience in a hands-on IT support role, such as desktop support or help desk.

Preferred: At least 1-2 years of proven experience in a field service or multi-site support capacity, demonstrating the ability to work independently and manage travel logistics.