IT Field Service Technician San Jose CA

The IT Field Service Technician provides technical support in resolving hardware and software issues for endusers across both Mac and Windows environments.

This role requires a strong technical background with expertise in troubleshooting customer service and reporting. The technician will document and report service activities using Microsoft Office tools manage IT assets and be responsible for resolving complex issues escalated from Level 1 support while delivering highquality service to both remote and onsite users.

Key Responsibilities :

• Provide advanced troubleshooting and support for enduser IT hardware (desktops laptops printers etc.) and software applications in both Windows and macOS environments.
• Diagnose and resolve hardware issues including component failures and peripherals for both Mac and Windows systems.
• Troubleshoot software applications including installation configuration and performance issues on both platforms.
• Respond to escalated issues from Level 1 support and other internal teams ensuring timely resolution.
• Perform onsite visits for diagnosing repairing or replacing faulty hardware and infrastructure components.
• Assist in installations configurations and upgrades of IT equipment and software as needed.
• Track and manage IT assets including hardware software and licenses ensuring accurate records are maintained in asset management systems.
• Conduct regular inventory assessments of IT equipment and report discrepancies to management.
• Assist in the disposal of obsolete or surplus IT assets following company policies and environmental regulations.
• Collaborate with procurement teams to facilitate the acquisition of new equipment and ensure compliance with inventory protocols.
• Reporting & Documentation :
• Maintain detailed documentation of support activities troubleshooting steps and resolutions using internal systems.
• Prepare and present periodic reports on incident response times ticket resolution and other key metrics using MS Excel (formulas charts and pivot tables).
• Collaborate with team leads to analyze service data and identify trends for improving field service efficiency.
• Ensure all service requests are logged tracked and updated in the service management system.
• Technical Expertise :
• Troubleshoot complex issues involving hardware operating systems (Windows and macOS) network devices and various software applications.
• Provide guidance and mentorship to Level 1 technicians to improve troubleshooting effectiveness and technical knowledge.

Requirements

• Advanced knowledge of MS Excel for tracking and reporting on service performance and incident trends.
• Strong troubleshooting skills in hardware and software for both Windows and macOS including installation configuration and performance optimization.
• Excellent communication and interpersonal skills to explain technical concepts to nontechnical users.
• Basic knowledge of ticketing systems (e.g. ServiceNow) and IT service management (ITSM) principles.
• Ability to travel locally for onsite technical support and installations.
• Willingness to work flexible hours or be oncall for emergency support.

ticketing systems, Windows and macOS, troubleshooting and support for end-user IT hardware (desktops, laptops, printers, etc.)

Education

Associate or Bachelor degree