IT Field Services Rep I

POSITION OVERVIEW: Provides technical support and maintenance for end user devices, applications, and related IT services. Ensures desktops, laptops, and peripherals are deployed, configured, and supported in alignment with enterprise standards to enable reliable and secure end user productivity ESSENTIAL FUNCTIONS: Install, configure, and maintain desktops, laptops, and peripherals for end users Provide technical support for incidents and service requests related to desktop services Troubleshoot hardware, software, and connectivity

issues to ensure timely resolution Support patching, upgrades, and lifecycle management of desktop devices Collaborate with IT support and operations teams to align desktop services with enterprise standards Document incidents, configurations, and solutions to maintain knowledge base accuracy Provides technical support to Business partners, peers and contract personnel including guidance to ensure adherence to Support Services standards and best practices.

Escalate complex or unresolved issues to Support Services Level 2/ or engineering/App Dev teams Perform other duties as assigned Comply with all applicable laws/regulations, as well as company policies/procedures Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, essential functions and qualifications required of employees assigned to the job.

QUALIFICATIONS: Associate degree in information technology, computer science, or related field One (1) year of experience in desktop support, IT service delivery, or technical support functions Knowledge of desktop operating systems, endpoint security, and device management practices Familiarity with ITSM platforms such as ServiceNow and ITIL service management processes Experience with software deployment, patching, and troubleshooting Strong customer service and communication skills Relevant certifications such as CompTIA A+,

Microsoft Modern Desktop Administrator, or equivalent preferred Technical expertise in desktop hardware, operating systems, and applications Problem-solving skills to diagnose and resolve end user device issues Collaboration and communication skills to work with IT teams and support end users Customer service mindset to deliver responsive and reliable desktop support Ability to lift/carry IT equipment varying weights several times a week, to lift equipment weighing approximately 75 pounds.

FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish

information.