Field Support Technician

The Field Support Technician provides onsite technical support for end-user computing, operational technology, and business systems across multiple company locations. This position is responsible for diagnosing and resolving technical issues while delivering exceptional customer service to employees and supporting technology critical to daily business operations.

The technician serves as a trusted technical resource for desktop hardware, operating systems, mobile devices, handheld devices, printers, telephones, peripherals, and operational systems including point-of-sale (POS) technology. This position manages incidents from initial diagnosis through resolution, collaborates with cross-functional IT teams, and contributes to continuous improvement through documentation, process enhancement, and participation in technology projects.

The Field Support Technician ensures technology supporting daily business operations remains available and functioning throughout assigned campus locations. The ideal candidate brings strong technical expertise, a commitment to excellent customer service, and a dedication to promoting the mission and standards of Answers in Genesis.

This position will allow one to impact others through a service mindset centered on making an eternal difference. This position should display our Core Values of SERVE (Serve, Equip, Relate, Value, Engage) when interfacing with both internal and external customers to ensure that the message and mission of Answers in Genesis is portrayed in an effective and God-honoring fashion. This position provides opportunities for spiritual, personal, and professional development.

Responsibilities

• Promote the mission and standards of Answers in Genesis.
• Create a SERVE culture environment in all work done.
• Approach all tasks with a second mile mindset.
• Prioritize personal integrity in all interactions and assignments.
• Maintain a professional and courteous appearance, communication style, attitude, and demeanor with employees and guests.
• Provide onsite and remote support for Microsoft Windows and Apple macOS workstations, laptops, and related hardware.
• Diagnose and resolve hardware, software, operating system, and application issues with minimal supervision.
• Support operational technology including point-of-sale (POS) systems, receipt printers, barcode scanners, payment devices, kiosks, handheld devices, IP phones, and associated peripherals.
• Install, configure, maintain, and replace desktop hardware, laptops, mobile devices, handheld devices, telephones, and related equipment.
• Deploy and support standard software applications in accordance with approved enterprise standards.
• Perform workstation imaging, deployment, lifecycle replacement, and equipment refresh activities.
• Troubleshoot printing, networking, peripheral, and connectivity issues.
• Coordinate vendor support and hardware warranty services when appropriate.
• Ensure endpoint security controls, encryption, antivirus, and approved software standards are maintained.
• Deploy and support technology in accordance with approved enterprise standards.
• Ensure technology supporting daily business operations remains available and functioning throughout assigned campus locations.
• Recognize that technology directly supports guest experiences and ministry operations, responding with urgency to incidents affecting admissions, retail, food service, events, and other business-critical systems.
• Maintain operational continuity during peak attendance periods and other critical business hours.
• Ensure compliance with IT policies, procedures, and security standards.
• Stay current with industry trends and technology developments relevant to Field Support.

Customer Service

• Deliver responsive, professional customer service while maintaining a positive customer experience.
• Effectively communicate technical concepts to non-technical users.
• Manage multiple priorities while maintaining established service level expectations.
• Own assigned incidents from initial diagnosis through resolution, ensuring timely communication and appropriate escalation where necessary.
• Provide timely updates throughout the incident lifecycle.
• Provide high-priority technical support for executive leadership while maintaining discretion, professionalism, and confidentiality.

Operational Support

• Participate in a rotating campus support schedule, providing onsite technical support across all company locations as operational needs require.
• Understand business operations and prioritize incidents based on operational impact.
• Assist with workstation setup, equipment deployment, and technology readiness for new employees, office moves, and employee transitions.
• Recover, reimage, redeploy, or securely dispose of equipment during employee departures and technology refresh initiatives.
• Assist with technology readiness for business operations, special events, conferences, and seasonal activities.
• Participate in scheduled after-hours maintenance and technology deployments as required.
• Participate in an on-call rotation supporting business operations outside normal business hours.

Collaboration and Continuous Improvement

• Maintain accurate incident, request, and asset documentation within the IT Service Management platform.
• Create and update technical documentation and knowledge articles.
• Identify recurring issues, perform root cause analysis where appropriate, and recommend permanent corrective actions.
• Participate in infrastructure, application, endpoint, and desktop deployment projects.
• Share technical knowledge with team members and assist with onboarding newer technicians.
• Collaborate with Infrastructure, Applications, Cybersecurity, and other IT teams to resolve complex issues.

Technology Environment

• The successful candidate will regularly support technologies including:
  • Microsoft Windows
  • Apple macOS
  • Microsoft 365
  • Microsoft Entra ID (Azure AD)
  • Microsoft Teams
  • Apple iPhone and iPad devices
  • Zebra and similar handheld devices
  • Point-of-Sale (POS) systems
  • Receipt printers and payment terminals
  • Barcode scanners
  • Network and desktop printers
  • IP telephones
  • Standard desktop peripherals
• And all other duties and responsibilities assigned by management.