WHAT DOES AN IT FIELD TECHNICIAN DO?
Published: Oct 24, 2025 - The Information Technology (IT) Field Technician installs, tests, and maintains computer hardware, software, and peripherals to ensure optimal system performance. This role focuses on diagnosing and resolving technical issues, managing service tickets, and supporting end users through both remote and on-site assistance. The technician also collaborates with internal teams to execute system updates, maintain documentation, and uphold established service standards.
A Review of Professional Skills and Functions for IT Field Technician
1. IT Field Technician Duties
- Technical Support: Phone, remote and on-site support for clients
- Field Service: Provide service and support during field visits or dispatches
- Equipment Maintenance: Manage all on-site installation, repair, maintenance and test tasks
- Hardware Management: Hardware evaluations, recommendations and purchasing for clients
- Problem Diagnosis: Diagnose errors or technical problems and determine proper solutions
- Network Troubleshooting: Test and troubleshoot issues with network communication
- Cable Inspection: Conduct thorough inspections of cable lines to ensure the system is working correctly
- Cable Installation: Pull, route, or label CAT5 or CAT6 cable
- Team Collaboration: Communicate and collaborate with other members of the field service team to resolve complex issues
- Customer Service: Provide high-quality service to all customers
2. IT Field Technician Details
- Service Coordination: Act as a single point of contact in a lab for phone calls and emails from staff regarding IT issues and requests
- Ticket Management: Ensure that for every call and/or reported event, a ticket is created in OTRS in both a timely and accurate manner
- Data Verification: Verify user contact and asset information, categorize the ticket accurately, and populate it with full event details
- Lab Operations: Manage local operations in the lab while supporting M&A transitions
- Issue Resolution: Utilize the knowledge base and documentation to diagnose and resolve technical problems efficiently
- Troubleshooting Documentation: Enter all troubleshooting performed and record the resolution accurately
- Incident Escalation: Escalate tickets to the appropriate support group when necessary
- Status Communication: Provide accurate and updated information on assigned incidents until resolved
- Technical Support: Deliver timely first-call resolutions to technical issues while adhering to company standards
- Customer Service: Maintain a high level of professionalism and service quality for all support requests
3. IT Field Technician Responsibilities
- Incident Recording: Record support incidents and requests in the OTRS service management system
- Queue Management: Monitor and manage the Service Desk ticket queue and document solutions using a knowledge management system
- Service Coordination: Coordinate messages about unplanned service disruptions and suggest service delivery improvements
- Microsoft Support: Provide support for Microsoft Office products in an enterprise environment
- Issue Reporting: Report to the IT Service Desk Manager on issues that could impact the business
- Process Improvement: Perform special projects and contribute to process enhancements
- Technical Knowledge: Maintain updated knowledge of computer hardware and software
- Language Development: Participate in weekly English training sessions
- Team Collaboration: Work effectively within and across functional teams
4. IT Field Technician Job Summary
- Hardware Maintenance: Configure, repair, and maintain desktop computers, printers, phones, and related devices
- Network Support: Assist in the design, deployment, and maintenance of LANs, WANs, and network systems
- Team Collaboration: Participate in regular meetings with technical and cross-functional teams to align with business needs
- Problem Troubleshooting: Diagnose and resolve technology issues reported by users
- Project Management: Identify project resources, define roles, and oversee progress toward objectives
- Policy Compliance: Implement and monitor controls to ensure data security and regulatory adherence
- Performance Accountability: Take ownership of outcomes including costs, methods, and staffing
- Cross-Functional Communication: Collaborate with teams across IT, engineering, and business functions
- Vendor Coordination: Work with ISP vendors to ensure proper network installation and activation
- IT Implementation: Manage the deployment of IT hardware for new site growth and expansion
5. IT Field Technician Accountabilities
- Hardware Testing: Test and image desktops and laptops
- Software Troubleshooting: Maintain, analyze, and troubleshoot software and computer peripherals
- Hardware Configuration: Set up, configure, and add all hardware components
- IMAC Support: Assist client internal IS technicians with large IMACs
- Technical Assistance: Provide technical support to end-users via phone and in person
- Issue Resolution: Assist coworkers in resolving end-user technical problems and escalations
- Hardware Maintenance: Test, image, and clean PCs, laptops, monitors, and printers
- Parts Management: Follow procedures for ordering and returning defective parts
- Ticket Management: Manage ServiceNow or ClearVision ticket queues throughout the day
- End-User Response: Address issues through face-to-face, phone, or escalated help desk interactions
- Problem Diagnosis: Diagnose and resolve hardware and software technical issues
- Information Analysis: Evaluate and analyze symptoms to identify root causes
- Department Collaboration: Partner with other teams to provide technical support
- Issue Prioritization: Identify priorities and redirect issues to appropriate resources
- Communication Skills: Organize ideas and convey clear messages
- System Updates: Stay current with system information, changes, and updates
- Workstation Setup: Handle all designated workstation installations and updates