IT Field Services Specialist

Position Title:IT Field Services Specialist

Business Unit:Technology

Reports to:IT User Experience Manager

Position Overview:

The IT Support Specialist delivers high-quality in-person and field-based technical support for user endpoint devices, peripherals, and basic network services. The incumbent will troubleshoot hardware, software, and connectivity issues, manage device deployments, and educate users on best practices, all while maintaining a strong focus on customer service and operational efficiency. This role requires excellent customer service skills and a strong technical background.

Primary Responsibilities:

Walk-Up and Field Support: Provide in-person technical support through the Tech Bar and on-site visits, offering quick resolution for common user issues and guidance on supported tools and services. Emphasize hands-on assistance, user empowerment, and a positive support experience.

Endpoint Deployment and Configuration: Deploy and configure user endpoint devices and peripherals for new hires, moves, and refresh projects. Ensure compliance with corporate standards and SLAs. Track and manage IT inventory, assist with asset collection, and support large-scale deployment initiatives (e.g., REDI projects, hardware refreshes).

Meeting Room Technology Support: Support and maintain meeting room technology, including AV equipment, conferencing tools, and presentation systems, to ensure seamless operation during meetings and events.

Documentation and Knowledge Sharing: Create and maintain technical documentation and user guides. Contribute to the IT knowledge base and assist in training other IT staff.

Trains new IT Field Services Specialists, providing on-the-job training on all policies, processes, and procedures used to support Service Desk operations. Mentors junior members of the team.

User Education and Onboarding: Educate employees on endpoint usage, software tools, and IT best practices. Support onboarding by deploying and configuring devices and providing user instruction.

Process Improvement and Feedback: Analyze support trends, gather user feedback, and recommend improvements to enhance service delivery and user satisfaction.

Compliance and Risk Management: Adhere to IT security policies and regulatory requirements. Participate in risk management practices as part of daily responsibilities.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

Associates

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

3

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent customer service skills

Ability to use general office equipment

Ability to work and multi-task in a fast paced environment

Excellent organizational, analytical and interpersonal skills

Detail-oriented

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

Valid Drivers License

CompTIA A+ Certification: Preferred

ITIL Foundation Certification: Preferred

Physical Requirements or Work Conditions Beyond Traditional Office Work:

Heavy Lifting over 45 lbs.

Frequent kneeling/crawling/stooping

Frequent driving (car, van, truck)

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.