Field Support Specialist ( Freelance / Dispatch)

Job Overview

We are seeking a highly motivated and adaptable Field Support Specialist (Freelance/Dispatch) to deliver exceptional on-site technical assistance during periods when full-time engineers are unavailable or when additional dispatch support is required. This role is ideal for professionals who thrive in dynamic environments and possess a strong technical acumen combined with excellent problem-solving skills. The successful candidate will serve as a critical resource in maintaining seamless IT operations, ensuring minimal disruption to end-users and business continuity.

Key Responsibilities

The Field Support Specialist will be responsible for a wide range of on-site technical tasks, including but not limited to:

• Hardware and Software Support: Providing comprehensive on-site support for desktops, laptops, and peripheral devices, including installation, configuration, and maintenance in alignment with organizational standards.
• IMAC Activities: Executing Install, Move, Add, and Change (IMAC) operations for IT assets to ensure efficient asset management and user productivity.
• Troubleshooting and Break-Fix Support: Diagnosing and resolving hardware and software issues, including printer setup, network printer installations, and general troubleshooting to restore functionality promptly.
• Vendor Coordination: Collaborating with Original Equipment Manufacturers (OEMs) and vendors to facilitate hardware repairs, replacements, and escalations, ensuring timely resolution of critical issues.
• IT Inventory Management: Maintaining accurate records of IT assets, including tracking, documentation, and inventory updates to support compliance and operational efficiency.
• System Imaging and Deployment: Performing system imaging for laptops and desktops to ensure standardized configurations and seamless deployment across the organization.
• AV and Meeting Room Support: Assisting in the setup and troubleshooting of conference room technologies, audio-visual (AV) systems, and meeting room equipment to support business meetings and events.
• VIP and End-User Support: Delivering high-touch, personalized support to executives and end-users, ensuring a superior user experience and minimizing downtime.
• Office 365 and User Account Management: Providing support for Office 365-related issues, including user account troubleshooting, configuration, and general assistance to enhance productivity.
• Compliance and Security Support: Installing, configuring, and troubleshooting compliance and security software to maintain a secure IT environment and adhere to organizational policies.
• Cross-Platform Support: Offering technical assistance for both Mac and Windows systems, ensuring compatibility and seamless integration across diverse device environments.
• Service Level Agreement (SLA) Compliance: Adhering to defined SLAs to ensure timely resolution of issues and maintain high service standards.
• Documentation and Knowledge Management: Recording incidents, resolutions, and updates in the knowledge base to facilitate continuous improvement and knowledge sharing within the team.
• After-Hours and Event Support: Providing on-site support for after-hours activities, events, and recurring meetings as required to ensure uninterrupted operations.

Required Skills & Qualifications

To excel in this role, candidates must meet the following criteria:

• Technical Proficiency: Strong knowledge of desktop and laptop troubleshooting, configuration, and hardware support, including familiarity with peripheral devices.
• Networking Fundamentals: Basic understanding of networking concepts such as DHCP, DNS, and LAN connectivity to diagnose and resolve connectivity issues.
• Printer and Network Support: Hands-on experience with printer setup, network printer installations, and troubleshooting to ensure seamless printing operations.
• Office 365 Expertise: Experience providing support for Office 365 applications and user account management to enhance productivity and collaboration.
• Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to interact professionally with end-users, vendors, and stakeholders at all levels.
• Independence and Adaptability: Ability to work autonomously in a fast-paced, ever-changing environment while maintaining a high level of professionalism and efficiency.
• Inventory and Vendor Management: Proven experience in IT inventory management, asset tracking, and vendor coordination to ensure operational efficiency and compliance.

This freelance/dispatch role offers a unique opportunity to contribute to critical IT operations while enjoying the flexibility of a non-traditional work arrangement. If you are a detail-oriented professional with a passion for technical support and a commitment to delivering exceptional service, we encourage you to apply.