Source description
About the role
The IT Field Services Technician is a hands-on, physical-layer IT professional responsible for deploying, maintaining, and managing hardware across HealthEdge's global offices and supporting the remote workforce. Serving as the on-site presence for all matters related to physical technology, this position involves a wide variety of tasks, such as imaging and deploying laptops, configuring conference room AV equipment, managing inventory in the depot, and handling shipping logistics for remote employees. Field Services Technicians collaborate closely with the Service Desk (T1/T2) and the EUC & Asset Management team, functioning as the physical execution arm for hardware requests, replacements, and lifecycle activities. This role is ideal for individuals who are technically skilled, well-organized, and take pride in maintaining an efficient and effective IT environment. What You'll Do Hardware Deployment & Setup
Image, configure, and deploy laptops, desktops, and mobile phones according to HealthEdge's standard build specifications. Define setups for new hires, including hardware, peripherals, monitors, docking stations, and initial software configuration. Perform hardware upgrades, such as memory, storage, and component replacements when required. Execute device refreshes and end-of-life replacement activities according to scheduled plans.
On-Site & Deskside Support
Provide deskside support for hardware issues that cannot be resolved remotely by T1 or T2 analysts. Diagnose and repair hardware failures, including component replacement and warranty coordination with vendors. Support conference room and AV technology, including installation, configuration, and troubleshooting of displays, video conferencing equipment, and room peripherals. Manage printer infrastructure, covering installation, configuration, consumables, and basic troubleshooting. Assist with basic network drops, cable management, and physical infrastructure tasks in coordination with the Network Engineering team.
Asset Management & Inventory
Maintain accurate asset records in the CMDB for all managed hardware, including check-in, check-out, transfers, and disposition. Manage on-site hardware inventory, monitor stock levels, oversee storage, and coordinate reorders with the EUC & Asset Management team. Process hardware returns, surplus, and end-of-life equipment following secure disposal and recycling procedures. Apply and maintain asset tags on all managed devices in line with HealthEdge's asset tracking standards.
Remote Employee & Shipping Support
Coordinate shipping and receiving of hardware for remote employees, including new hire kits, replacements, and returns. Package and ship devices securely, track shipments, and resolve logistics issues as they arise. Support remote diagnostic efforts in collaboration with T1/T2 teams to determine when hardware replacement is necessary versus a software resolution. Maintain records of shipped and received assets to ensure CMDB accuracy for remote inventory.
Security & Compliance
Ensure secure data destruction and disposal procedures are followed for decommissioned equipment. Apply physical security controls, including asset tagging, equipment labeling, and secure storage practices. Support audit and compliance activities related to physical asset inventory and disposal records.
Documentation
Maintain accurate service records for all hardware work orders, repairs, and deployments. Update and contribute to runbooks and knowledge base articles for common hardware tasks and depot procedures. Track warranty information, vendor contacts, and service agreements for managed hardware.
Requirements
1–3 years of experience in a field services, deskside support, or IT technician role. Hands-on experience imaging and deploying Windows 10/11 laptops in a corporate environment. Familiarity with hardware components, peripherals, and basic troubleshooting across laptops, desktops, and mobile devices. Experience with asset tracking or CMDB tools. Ability to lift and transport equipment (up to 50 lbs) and work in a physical office or depot environment. Strong organizational skills and attention to detail, ensuring accuracy in asset records. Good written and verbal English communication skills.
Preferred
Experience with MDM/UEM platforms for device enrollment and imaging. Familiarity with conference room AV technology. Experience coordinating hardware shipping and logistics for remote workers. Exposure to ITAM or CMDB tools. CompTIA A+ certification or equivalent. Experience working in a global IT environment with multi-region hardware standards.
IT support,windows 10/11,M365 Administration,Intune,Active Directory,DNS,DHCP,Jira Service Management
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