IT Field Services Technician

PURPOSE STATEMENT:
The IT Field Services Technician is responsible for providing on-site and remote technical support to ensure the smooth operation of hardware, software, and network systems across multiple locations. This role involves troubleshooting, installing, and maintaining IT infrastructure while delivering exceptional customer service to internal stakeholders. The ideal candidate is proactive, adaptable, and has strong problem-solving skills.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

On-Site Support: Travel to various locations to diagnose and resolve hardware, software, and network issues.
• Infrastructure Maintenance: Install, configure, and maintain IT equipment (servers, routers, switches, workstations, mobile devices) ensuring optimal performance and reliability.
• Software Deployment: Deploy, update, and troubleshoot applications or systems in coordination with the central IT team.
• User Training & Documentation: Provide end-user training, maintain system documentation, and create knowledge base articles to improve self-service.
• Vendor Coordination: Work with external vendors and service providers to manage equipment repairs, warranties, and support contracts.
• Security & Compliance: Adhere to company security policies and industry regulations; implement best practices for data protection.
• Incident & Problem Management: Log and track incidents in ticketing systems; analyze trends to prevent recurring issues and propose process improvements.
• Project Execution: Collaborate with cross-functional teams on IT projects such as office expansions, hardware rollouts, or upgrades, ensuring timely and successful completion.
• Inventory Management: Maintain accurate records of IT equipment inventory, track asset lifecycle, and recommend upgrades or replacements.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Performs all other related duties as instructed by manager.

Required Education and/or Work Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• At least two (2) years' experience in IT support, field operations, or a similar hands-on technical role.
• Proficiency in common business software, productivity suites, and remote support tools.
• Experience with Windows, macOS, and/or Linux environments.

Preferred Education and/or Work Experience:

• Familiarity with server administration, virtualization technologies, and cloud services.
• Knowledge of networking concepts (TCP/IP, LAN, WAN, VPN) and ability to troubleshoot network-related issues.

Required Licensure, Certification, Registration or Designation:

• A valid Hawaii driver's license.
• Access to an insured vehicle with current registration.
• CompTIA A+/Network+/Security+, Microsoft Certified Professional (MCP), or equivalent industry certifications.