Field Services Technician

2 days ago

Idaho Falls, Idaho, United States CRI Advantage Full time
Job Summary

We are seeking a highly skilled Field Services Technician I to join our team at CRI Advantage. As a key member of our Field Services team, you will be responsible for providing top-notch technical support to our clients, resolving complex hardware and software issues, and ensuring seamless service delivery.

Key Responsibilities
  • Perform Return-to-Service (RTS) activities to ensure timely resolution of technical issues.
  • Provide break-fix incident support and service request fulfillment on-site, utilizing your expertise in hardware and software troubleshooting.
  • Install and uninstall software, hardware, computers, and peripherals specific to break-fix, ensuring efficient and effective service delivery.
  • Image and re-image new and existing computers, maintaining the highest standards of quality and accuracy.
  • Partner with other areas within CRI Advantage to update asset tracking, ensuring seamless communication and collaboration.
  • Provide device support for break fix, and new provisioning of services for desktop, laptop, tablet, virtual machine, mobile device, smartphone, collaboration equipment, and more.
  • Maintain an inclusive knowledge base of common resolution techniques for Windows, ensuring that our team has access to the latest best practices and solutions.
  • Participate in root cause analysis with CRI Advantage Tier 3 teams, driving continuous improvement and excellence in our service delivery.
  • Coordinate with other in-scope functions of this statement of work and IM Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed, enabling our technicians to perform their work efficiently.
  • Technicians shall make a reasonable effort to verify that non-standard hardware and software is in working order, ensuring that our clients receive the highest level of service.
  • Record, assign, and track through completion all end user variance requests to standard configurations, maintaining transparency and accountability throughout the process.
  • Remain the interface for the user throughout the variance process, ensuring that their needs are met and their expectations are exceeded.
  • When working on a computer, ensure that it has the standard configuration (i.e., joined to the domain, antivirus installed and running, in NIC, etc.), maintaining the highest standards of security and compliance.
  • During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing, ensuring that they are fully functional and meet the client's needs.
  • Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date, maintaining transparency and accountability throughout the process.
  • Communicate with the user frequently with status updates, ensuring that they are informed and engaged throughout the service delivery process.
  • Tickets and resolutions are reviewed by mentor and/or Technical Lead daily and weekly, as needed, driving continuous improvement and excellence in our service delivery.
  • Always maintain a professional and courteous demeanor, providing timely, respectful, and thorough customer service, and communicating with the most appropriate method to team members and clients.
Requirements
  • High School Diploma or equivalent and at least 1 year of Technical Support experience.
  • Knowledge and ability to utilize computers and related technology efficiently.
  • Excellent customer service skills.
  • Basic hardware troubleshooting and problem-solving skills.
  • Experience with Microsoft Windows operating systems and products.
Preferred Qualifications
  • Tier 1 Apple certifications.
  • CompTIA A+ certification.
  • Linux platforms.
Essential Functions

The Field Services Technician I must possess the physical, mental, and emotional stamina to perform the duties and responsibilities of the position, including manual dexterity, vision, hearing, speaking ability, emotional ability, physical agility, physical mobility, physical strength, physical stamina, and mental acuity.

Regular and consistent attendance is required.

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