Onsite IT Support Specialist

2 weeks ago

Las Vegas, Nevada, United States eXcell Full time

As a prominent player in the IT managed services sector, eXcell prides itself on the strong relationships we cultivate with our consultants and the clients who rely on them. We are currently seeking a skilled Field Support Technician to provide exceptional support onsite. This role involves local travel and is essential for maintaining high standards of service.


Key Responsibilities:

  • Oversee and manage special projects, ensuring timely execution and efficient operation.
  • Mentor and support other IT professionals, fostering skill development and career growth.
  • Maintain awareness of all IT hardware and software within the designated area.
  • Ensure user satisfaction with IT services and systems.
  • Support company executives in utilizing technology effectively.
  • Collaborate with IT teams and third-party vendors to meet commitments.
  • Assist the IT End User Support team in achieving overall objectives.
  • Manage a ticket queue, delivering expert-level service.
  • Provide regular updates on projects and support requests.
  • Engage in special projects and deployments as directed.
  • Initiate process improvements and contribute to technical documentation.
  • Work with Facilities and Operations to resolve service disruptions.
  • Be prepared for after-hours support when necessary.
  • Perform physical tasks such as lifting and installing cabling as required.

Daily Duties Include:

  • Plan and execute special projects from inception to completion.
  • Identify and mitigate risks impacting project goals.
  • Document project progress and report to management.
  • Assign tasks to field tech members as directed.
  • Ensure urgent ticket escalations are resolved promptly.
  • Deliver high-quality IT support to both onsite and remote users.
  • Resolve complex technical issues efficiently.
  • Handle hardware and software installations and upgrades.
  • Facilitate high-priority executive meetings with AV services.
  • Conduct regular support check-ins with key personnel.
  • Act as a resource for IT support and project initiatives.
  • Respond to incoming support requests in a timely manner.
  • Follow established procedures for logging and monitoring operations.
  • Set realistic expectations for service delivery.
  • Provide training on IT systems and software.

Technician Role Overview:

The Field Technician specializes in specific technology domains, with additional responsibilities including:

  • Recommending new standards to enhance user support.
  • Leading special projects and technology deployments.
  • Guiding the work of others in specialized technology areas.
  • Researching improvements to technology standards.
  • Providing leadership for inquiries related to specialized technologies.
  • Traveling as needed to support and collaborate on specialized technologies.
  • Assisting fellow technicians with processes and services.
  • Participating in vendor governance for specialized technologies.
  • Optimizing technology configurations to ensure client satisfaction.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • 3+ years of experience with Point of Sale systems.
  • 5+ years of experience in desktop hardware and software support.
  • Proficient in troubleshooting computer hardware and software issues.
  • Familiarity with Microsoft Windows, Mac OS, and various mobile operating systems.
  • Certifications such as A+, Dell, and Microsoft are advantageous.
  • Knowledge of networking fundamentals.
  • Ability to perform under pressure with strong troubleshooting skills.
  • Excellent communication and analytical skills.
  • Detail-oriented with strong organizational abilities.
  • Commitment to client satisfaction and professionalism.
  • Strong time management skills and creativity.
  • Passion for continuous improvement.

Note: Full COVID-19 vaccination may be required. eXcell offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.


eXcell is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

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