IT Field Services Technician

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

***This is an onsite position in Killona, LA. This position works 4/10's with every Friday off and the requirement is to work onsite every Monday-Thursday. Relocation assistance and sponsorship is not provided. The selected candidate will preferably live within a 60-minute reporting duration from the jobsite.***

***This position may be filled by a Field Services Tech II, or Sr. based on qualifications and experience of the selected candidate.***

 

Summary/Purpose:

The IT Field Services Technician will be responsible for providing on-site technical support to sites throughout the assigned Entergy territory. This role requires a wide variety of technical knowledge including workstation, application, networking, and server infrastructure support. This role also involves troubleshooting hardware and software issues, performing installation, and ensuring optimal system performance with a strong focus on excellent customer service.

 

Job Duties/Responsibilities:

• Provide on-site technical support for desktops, laptops, printers, and other peripherals.
• Analyze, troubleshoot, and repair computer systems, hardware, collaboration equipment and computer peripherals.
• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, etc.
• Support users on applications and tools within the environment including specialized systems needed for Business Unit partners to perform their work.
• Support and maintain user account information including rights, security and systems groups.
• Provide training to end users on how to operate equipment as requested.
• Assist with user data and application recovery.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Troubleshoot network connectivity issues including remote access, Wi-Fi, wired, and cellular connectivity.
• Conduct routine or on-demand health checks of IT Systems including PCs, printers, copiers, fax machines, scanners, and video equipment.  Provide related reports as needed.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Conduct routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Return defective equipment/parts, document customer repairs, maintain and restock assigned parts inventory to insure proper spare parts levels.

 

MINIMUM REQUIREMENTS:

Minimum education required of the position:

• Bachelor’s Degree strongly preferred (Computer Science or related field) or equivalent work experience.

Minimum experience required of the position:

• IT Field Services Tech Level 2: 2+ years of experience in field technical support, desktop support or in a related area
• IT Field Services Tech Sr Level: 4+ years of experience in field technical support, desktop support or in a related area
• Preferably: 3+ years of experience in field technical support or in a related area.

Minimum knowledge, skills and abilities required of the position:

• Excellent technical knowledge of and experience troubleshooting workstation (desktop/laptop) hardware.
• Strong understanding of Microsoft tool suite.
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high-pressure environment.
• Ability to take notes and record all interactions and steps taken with the users.
• Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc.).
• Working knowledge of video collaboration tools (Video Conferencing, Webex).
• Confident analytical and problem-solving skills.
• Excellent communication (both verbal and written) skills.
• Familiar with a variety of field service concepts, practices, and procedures.
• Ability to leverage expe