CTS Field Technician Expectations and Operational Directives.

Overview

This article defines the operational expectations, escalation procedures, and service boundaries for Field Technicians on the Endpoint Management team within Campus Technology Services (CTS) at the University of Central Missouri (UCM). Field Techs are critical to maintaining a reliable technology environment by supporting UCM-owned equipment and executing assigned tasks with precision and accountability.

Role of a Field Technician

Field Technicians are responsible for:

  • Ensuring UCM-owned devices (desktops, laptops, tablets, peripherals) are operational.
  • Verifying that those devices can:
    • Power on.
    • Connect to the UCM network.
    • Access the Internet.
    • Allow users to log in and work productively.

Support is limited to UCM equipment and services.
Field Techs are not expected to support personal devices, home networks, or third-party systems not owned or managed by UCM. If an issue lies outside this boundary, Field Techs should refer the user to the appropriate vendor or escalate internally as appropriate.

Ticket Escalation Expectations

Field Technicians should make a solid attempt to resolve any assigned issue within 60 minutes. If a resolution is not reached within that time:

  • The ticket must be escalated to the Endpoint Management team for assistance.
  • The Campus Technology Services Manager must be notified of the escalation to ensure visibility and support.

This approach ensures that issues receive timely resolution while avoiding prolonged user disruption or isolated troubleshooting.

Application Support Workflow

All application-related issues must originate through the Application Manager and Application Owner. Field Techs should not initiate support for applications without direction.

  • The Application Manager is responsible for evaluating the issue and assigning relevant Field Tech tasks via TeamDynamix.
  • Field Techs should only execute the specific steps listed in the task—such as running tests, collecting logs, or confirming a fix.
Field Techs should not diagnose or attempt to resolve the overall application issue unless explicitly instructed.

Task Boundaries and Execution

When a Field Tech is assigned a task:

  • They are expected to complete only the defined scope of that task.
  • If additional issues arise or something seems out of scope, the tech should stop and escalate for clarification.

Do not:

  • Investigate beyond the task instructions.
  • Attempt root cause analysis for unrelated symptoms.
  • Alter configurations, permissions, or system settings not defined in the task.

The Four Laws of Extreme Ownership in Field Support

All Field Technicians are expected to internalize and apply the Four Laws of Extreme Ownership as the foundation of our work culture and service delivery.

  1. Cover and Move – We operate as a team. Help others, ask for help, and avoid working in isolation when collaboration is needed.
  2. Simple – Communicate clearly. Keep tickets, documentation, and troubleshooting steps concise and easy to follow—for yourself and others.
  3. Prioritize and Execute – When multiple issues arise, assess what matters most. Handle one problem at a time, starting with the most critical.
  4. Decentralized Command – You are empowered to make decisions within your scope. Own your role, take initiative, but escalate when limits are reached.

These principles are not just theory—they are operational tools that guide how we serve, collaborate, and resolve problems each day.

Summary

Field Technicians are trusted professionals with clear responsibilities, service boundaries, and escalation protocols. By focusing on UCM-owned technology, working within structured assignments, and applying the Four Laws of Extreme Ownership, we deliver efficient and reliable service to the UCM community.

For questions or further guidance, please contact the Campus Technology Services Manager.