Field Services Agent EUC & ClientApps Pr

Position Summary

The Desktop Support Specialist provides hands-on technical support to end users for desktop, laptop, peripheral, and basic network issues. This role focuses on incident resolution, troubleshooting, and user assistance to ensure reliable day-to-day technology operations. The position is primarily operational and customer-service oriented.

Essential Job Functions

The following duties are essential functions for purposes of the ADA and FLSA classification:

Technical Support & Troubleshooting

· Provide Tier 1-2 desktop support for hardware, operating systems, standard business applications, printers, mobile devices, and peripherals.

· Diagnose and resolve user issues related to Windows 10 and 11, Microsoft 365, email, VPN, and common enterprise applications.

· Install, configure, and maintain desktop and laptop systems, monitors, and accessories.

· Perform basic network troubleshooting (connectivity, Wi-Fi access, device mapping).

User Support & Service Delivery

· Respond to service desk tickets and walk-up requests in accordance with SLAs.

· Document issues, resolutions, and procedures in the IT ticketing system.

· Educate end users on proper use of systems, security practices, and standard tools.

· Escalate complex issues to senior IT staff or vendors as appropriate.

Asset & Systems Management

· Track IT assets (hardware/software inventory).

· Assist with onboarding/offboarding tasks (equipment setup, access provisioning/de-provisioning under direction).

· Apply updates, patches, and basic security configurations per established policies.

Compliance & Security

· Follow company IT, security, and data-privacy policies.

· Report security incidents or suspected breaches promptly.

· Support audits or internal reviews by providing documentation when requested.

Other Duties

· Perform other related duties as assigned within the scope of desktop support.

Re Qualifications

• Associate degree in Information Technology or related field or equivalent practical experience.
• 1-3 years of experience in desktop or technical support.
• Working knowledge of:
• Windows operating systems
• Microsoft 365 / Outlook
• Hardware troubleshooting and peripheral devices
• Strong customer service and communication skills.
• Ability to lift and move IT equipment (typically up to 30-40 lbs).

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira, Freshservice).
• Familiarity with basic Active Directory or device management tools.

Work Environment & Schedule

• On-site support in an office environment, Monday through Friday 8am to 5pm at Canton, MI Office
• May require occasional after-hours or weekend support.
• This position operates in an onsite office environment and requires frequent interaction with employees, IT systems, and technical equipment.

Physical Requirements

• Prolonged periods of working at a computer workstation
• Frequent use of hands for typing and handling IT equipment
• Occasional movement within office or facility environments
• Ability to lift and carry standard IT equipment (e.g., laptops, peripherals), with or without reasonable accommodation

Overtime and Timekeeping

This position is classified as Non-Exempt under the Fair Labor Standards Act (FLSA), which require to accurately record all hours worked using the Company’s designated timekeeping system or platform. This includes start and end times, meal periods (if applicable), and any overtime hours.

All time must be recorded daily and contemporaneously

• Employees must review and confirm the accuracy of recorded time
• Any corrections must be made promptly in accordance with Company procedures
• Working “off the clock” is strictly prohibited

Failure to comply with timekeeping requirements may result in corrective action, consistent with applicable law.

Overtime Authorization Requirement

Overtime work must be approved in advance by the employee’s supervisor.

However:

• All hours worked, including unauthorized overtime, must be reported and will be paid in accordance with applicable law
• Working overtime without prior approval may result in disciplinary action, consistent with Company policy, but will not result in withholding of pay