Field Support Technician

Primary Responsibilities:

• Install and configure computer software, hardware, networks, and peripheral equipment
• Troubleshoot and resolve software and hardware issues quickly and efficiently
• Provide steps to help internal users resolve technical problems
• Maintain technical support procedures and reports
• Support the implementation of new solutions or applications
• Assist with password or login problems
• Repair and replace equipment as necessary
• Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed
• Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention
• Maintain, analyze, and troubleshoot, software and computer peripherals
• Assist in developing and documenting improvements to current processes
• Customer Service Orientation including flexible tasks and requests.

Experience and Education:

• Minimum of 2-3 years prior experience in a Technical Support capacity
• Ability to lift heavy equipment and perform manual labor as needed
• At least 2 years of hands on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment
• Ability to complete all assigned tasks as scheduled including, but not limited to:
  • Filling out Standard Checklists as required
  • Entering Service Requests into the call tracking system
  • Log all calls into the call tracking system ensuring that the user name and related details are recorded accurately
  • Escalating Service Requests to the appropriate group or individuals as detailed in a timely and efficient manner
  • Exceptional Customer Service and communication skills, both verbal and written
  • Must be a self-starter with the ability to adhere to procedure
• Experience with a variety of software, hardware, and applications
• Strong analytical skills
• Ability to work fast under pressure
• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.
• Strong analytical, logical thinking and problem-solving skills
• Excellent organizational and follow-up skills with strong attention to detail
• Valid driver’s license
• Customer service background
• Experience performing on-site maintenance
• Availability to work irregular shifts, including evenings and weekends