Field Support Specialist

3 weeks ago

Hyattsville, United States AccelerEd Full time
Job DescriptionJob Description

The field support technician is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will work alongside the team lead to coordinate support and upgrades to ensure each location has the appropriate technology and resources. The field support technician will report directly to the Sr. manager of operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.


RESPONSIBILITIES:

  • Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP's).
  • Setup and support video and audio-conferencing hardware.
  • Lead network equipment installations and site transitions.
  • Ensure proper documentation and use of the ticketing system.
  • Manage and provide technical support for events and open houses.
  • Provide internal consulting, technical guidance, information, and support to application developers and computer operations.
  • Research, evaluate, and recommend new computers, network equipment, and technologies. Analyze current products and recommend changes/upgrades to senior management.
  • Manage and track assets at satellite offices.
  • Assume complete ownership of customer's issues until resolved.
  • Collaborate with other technical staff and management in the testing of new software, computer systems, and network technologies.
  • Keep peers and managers informed of significant problems and unexpected delays.

MINIMUM QUALIFICATIONS, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES:

Education & Experience

  • Bachelor's Degree in Information Systems, Computer Science and/or Engineering preferred
  • 3+ years of in Information Systems in the area of managed specialty (infrastructure, applications, operations, development)
  • 1+ years of field support experience


Knowledge, Skills & Abilities

  • Excellent customer service, interpersonal skills, time management, and problem-solving skills.
  • Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate
  • Mac OS X and Windows troubleshooting and configuration skills
  • Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
  • Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.
  • A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)
  • Experience working in a high-paced service desk/help desk environment
  • Experience with asset management and project management
  • Willingness and ability to be on-site daily and to travel to remote sites to provide IT support
  • Clean driving record and personal vehicle


PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. The employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Ability to work varying hours on Monday through Friday given the schedules.
  • Ability to work additional hours as project and job demands arise (including evenings and weekends as necessary).
  • Occasionally required to move 5 – 40 pounds.
  • Ability to remain in a stationary computer position for extended periods of time.
  • Ability to use hands and fingers to type.
  • Ability to reach with hands and arms to use a computer.

TRAVEL REQUIREMENTS:

Some out-of-area travel (DMV) may be required. Typically, no more than 1-week durations for trips.

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