Field Services Representative

We wear your colors! 

Field Service Representative

Fairfax, VA

About the role:
Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We’re on the lookout for a knowledgeable and customer-orientated Field Service Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation. 
We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today. 

You’ll be a full-time worker on the campus of George Mason University.

What you’ll be doing:

• Providing exceptional service to customers 
• Responding to emergency outages promptly 
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA 
• Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers 
• Support systems running Windows, Mac OS, and potentially Linux 
• Manage tickets using the help desk ticket queue 
• Tracking and updating escalation tickets 
• Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies 
• Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools 
• Manage accounts and equipment for new-hire/termination processes 
• Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others 
• Provide end-user training sessions on relevant IT topics 
• Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS 
• Support administration of VoIP phone systems and LiveOps call center chat system 
• Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others 
• Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others 
• Provide necessary level support of network devices 
• Support and administer accounts (access codes and fobs) in an office security system 
• Address end-user and network escalations 
• Coordinate client activities (e.g. move-in, conferences, and special events) 
• Monitoring, investigating, and retiring equipment alarms 
• Assist with customer install activities as needed 
• Seeing that Boldyn’s policies and end-user agreement are upheld in your perspective region 
• Generating reports as required 
• Attending training events as required 
• Other documentation and administrative duties as requested 

 
What you’ll bring:

• Position requires skillset equivalent to a Help Desk Level II technician 
• 1 to 3 years Windows and/or Mac OS hardware and software support. 
• 1 to 3 years of help desk experience in a medium to large scale environment. 
• Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others. 
• Documenting and adhering to established technical procedures and best practices. 
• Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred. 
• Remote desktop support. 
• Understands Active Directory user accounts, security groups, and file share permissions 
• Understands system virtualization and reducing hardware footprint 

Preferred Experience: 

• Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections. 
• MCP, CCT, A+, Net+, or ACTC Certification. 
• Associate degree in Information Technology or closely related field. 
• Streaming, video conferencing, and audio-video support. 
• Understanding and familiarity with VoIP technologies. 

 
You’ll love this job if this describes you: 
Approachability. You’re easy to approach, and you spend extra effort in providing exceptional customer service. You look for ways to be proactive. 
Action Orientation. Deeply engrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project. 
Self-Starter. You seek out problems and solutions on your own and don’t wait to be told what to d