Canton Field Services Agent - Jr

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.

Perform other related duties as assigned within the scope of desktop support. Maintain accurate records of incidents, solutions, and asset inventory Support IT infrastructure moves, adds, and changes (MAC activities) 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). 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.