IT Field Support Technician I

The IT Field Support Technician I provides onsite technical support for office and production facilities located in The Woodlands, TX, with periodic travel to other Indovinya sites as required. This role focuses on resolving daily service requests and incidents, supporting core business systems and infrastructure, and collaborating closely with senior IT staff and external vendors. The Technician ensures that all tasks are performed in alignment with company standards for quality, safety, compliance, and customer service.

Essential Job Functions & Responsibilities 1. End User Support & Service Desk Operations Serve as the first-level point of contact for IT service requests, delivering deskside and remote support. Troubleshoot hardware, software, network connectivity, and peripheral issues. Document all incidents and service requests in the ticketing system with clear, complete work notes. Monitor assigned ticket queues and ensure timely responses and status updates to users. Escalate advanced issues to senior technicians or appropriate resolver groups. Adhere to established SLAs and escalation workflows. 2. Site IT Support & Coordination Provide primary onsite IT support for all The Woodlands locations. Assist local staff with IT requirements under the direction of senior IT personnel. Support onboarding and offboarding processes including workstation setup, hardware deployment, and account coordination. Coordinate vendor visits and onsite service activities as directed. 3. IT Asset & Inventory Management Assist with maintaining accurate IT asset data in the ServiceNow CMDB. Track hardware inventory, perform updates, and support periodic physical audits. Reconcile asset discrepancies and ensure proper lifecycle management. Support hardware refresh initiatives and device replacement cycles. 4. Project & Operational Support Participate in IT-driven projects such as hardware upgrades, site expansions, acquisitions, restructuring, or infrastructure enhancements. Assist with workstation imaging, provisioning, application installation, and device enrollment. Provide support for technology rollouts and infrastructure tasks under supervision. 5. User Training & Guidance Provide basic training and support on Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Office). Educate users on proper procedures for submitting IT service requests. Assist with developing simple knowledge articles and user guides. Additional Responsibilities Provide onsite support at other Indovinya sites as needed. Assist call center agents with local language communication when required. Complete all company-mandated training programs. Support business-critical systems with guidance from senior technicians. Act as the onsite IT contact when required, escalating issues appropriately. Perform other IT responsibilities as assigned. Education, Experience & Certifications Education High School Diploma or GED required. Associate degree in Information Technology, Computer Science, or related field preferred. Experience 1–3 years of experience in IT support, help desk, or desktop support preferred. Prior technical support experience is a plus. Preferred Certifications (Not Required) CompTIA A+ CompTIA Network+ Microsoft 365 Fundamentals ITIL Foundation

Equivalent hands-on experience may substitute for formal certifications.

Technical Skills & Knowledge Technical Fundamentals Basic troubleshooting of Windows endpoints (profiles, printers, drivers, applications). Familiarity with Microsoft 365 applications and collaboration tools. Understanding of networking basics (TCP/IP, DNS, DHCP, Wi-Fi, VPN). Ability to support printers, peripherals, docking stations, and monitors. Exposure to imaging and provisioning tools (SCCM, Intune, Autopilot) is a plus. Platforms & Tools Experience using a service desk/ticketing system. Basic understanding of asset management tools such as ServiceNow CMDB. Familiarity with endpoint management tools (Intune, SCCM) preferred. Service Management & Process Understanding of basic ITIL concepts (Incident, Request, Change Management). Ability to document troubleshooting steps clearly and thoroughly. Ability to appropriately escalate issues following defined processes. Communication & Collaboration Strong customer service mindset and professional communication skills. Ability to explain technical concepts in simple, user-friendly language. Willingness to collaborate with team members and external vendors. Demonstrates initiative, accountability, and eagerness to grow technical skills. Key Competencies Strong troubleshooting aptitude Willingness to learn and grow technical capabilities Ability to follow established procedures and standards Detail-oriented documentation habits Reliability, consistency, and accountability