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Systems Field Technician

4 months ago

Onalaska, United States EO Johnson Business Technologies Full time

Are you a tech-savvy problem solver who enjoys working in a fast-paced environment? If so, we have an exciting opportunity for you As a Systems Field Technician, you will be at the forefront of providing excellent onsite support and assistance to our valued customers. From deploying hardware to resolving help requests, you will play a crucial role in ensuring our customers have a seamless experience. If you thrive on delivering hands-on solutions and love the thrill of troubleshooting, join our team and let's create exceptional experiences together.

JOB SUMMARY

The Systems Field Technician role is to accurately and efficiently prepare and deploy customer hardware as well as perform onsite support and assistance for customers both internal and external. This includes receiving, prioritizing, documenting, and actively resolving end user help requests while on site at the customer's location. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

PRIMARY RESPONSIBILITIES

  • Follows established processes for deploying desktops, laptops, tablets, servers and other hardware that meet EOJ standards for quality and security
  • Acts as the front-line representative for other Locknet teams to perform hardware installs, troubleshooting, preventative maintenance, or support as necessary
  • Prioritizes and schedules project-based work, support tickets, alerts, and escalations
  • Records, tracks, and documents the customer service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Accurately documents client environments including hardware, software, and network configurations in Locknet knowledge bases
  • Interacts with software and hardware vendors on the client's behalf to resolve issues or install and updated software
  • Performs remote support, software installs, or end users' setups, as required
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Identifies and learns appropriate software and hardware used and supported by the organization
  • Test fixes to ensure problem has been adequately resolved
  • Performs post-resolution follow-ups to help ensure customer satisfaction
  • Evaluates documented resolutions and analyze trends for ways to prevent future problems
  • Assesses hardware, software and network needs to ensure effective and efficient computer operations are achieved
  • Maintains an up-to-date knowledge of processes, procedures, and best practices in order to help ensure Field Technician processes remain safe, secure and efficient
  • Performs other duties as assigned
MINIMUM REQUIRED EDUCATION & EXPERIENCE
  • College diploma in the field of computer science or 2 years equivalent work experience
  • Experience with desktop and server operating systems, including Windows 7/8/10, Server 2008-2016 and Microsoft Office
PREFERRED EDUCATION & EXPERIENCE
  • University degree in the field of computer science and 2 years equivalent work experience
Preferred Certifications:
  • Comp-TIA Network+
  • Comp-TIA A+
  • CompTIA Security+
  • CCNA
  • MCSA
ADDITIONAL ELIGIBILITY QUALIFICATIONS
  • Knowledge of basic computer hardware, including PC's, printers, laptops, servers
  • Working knowledge of a range of diagnostic utilities
  • Good understanding of the organization's goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Exceptional documentation skills
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment
TRAVEL REQUIREMENTS
  • Must have a valid driver's license
  • Maintain a good driving record
  • This position requires driving regularly and occasional overnight travel
PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform this position. Reasonable accommodation may be made to enable individuals with disabilities to perform job duties in accordance with state and federal law.

While performing the duties of this job, the employee is regularly required to walk, stand, lift or carry 25 pounds or less and repetitive movement (fine motor like typing, writing, keyboarding, filing). The employee frequently is required to reach shoulder height, above and below shoulder height, pull/push 50 pounds or less, lift or carry between 25 to 50 pounds, bend/stoop/crouch, and twist/turn. The employee is occasionally required to sit, climb, pull, push or carry over 50 pounds, crawl, and kneel.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

COMPANY BENEFITS

Locknet Managed It Services, an EO Johnson Company, offers a competitive compensation and benefits package. Benefits for full-time EO Johnson employees include:
  • Competitive compensation
  • Vacation and self/family care days
  • Parental leave
  • Group medical, dental, vision and life
  • 401(K) plan with a 50% match up to your first 8%
  • Discretionary 401(K) profit sharing plan
  • Company paid short- and long-term disability coverage
  • Paid Holidays


HOW TO APPLY

Locknet Managed IT Services has an online employment application. In order to complete it, you need to apply for a specific position. All open positions can be found on our website at www.locknetmanagedIT.com/careers

If this is the first time you have applied for a position with Locknet, you will be asked to register. Returning applicants will only need to provide their email address and password.

ABOUT LOCKNET MANAGED IT SERVICES

Locknet Managed IT Services, an EO Johnson Company, is a top managed service provider (MSP) in the nation. With clients and offices throughout Minnesota, Wisconsin and Iowa, Locknet has supported technology strategies for companies for more than 30 years. Locknet's world-class team is dedicated to making your network safe by providing a range of managed security and network management services, including technology assessments, firewall management, patching, desktop and server support, private-cloud backup and much more. Locknet is UCS/SOC 2 Type 2 Certified, ensuring the highest level of trust and peace of mind for their clients. Read more at www.locknetmanagedIT.com.

EQUAL EMPLOYMENT OPPORTUNITY

Locknet Managed IT Services, an EO Johnson Company, is committed to providing equal employment opportunity to all applicants and employees regardless of their race, creed, color, religion, gender, age, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity or any other characteristic protected by federal, state or local law. We are strongly committed to this policy and believe in the concept and spirit of the law.