Onsite IT Support Specialist

2 weeks ago

Las Vegas, Nevada, United States eXcell Full time

As a prominent IT managed services provider with a global workforce exceeding 12,000 professionals, we prioritize the relationships we cultivate with our consultants and the clients who rely on their expertise. Become a part of the eXcell team.


Our client is in search of a skilled Field Support Technician to operate onsite in a dynamic environment. This role necessitates local travel.


The IT Field Support Technician is chiefly accountable for delivering user support across various technologies at client sites. These technologies encompass, but are not limited to, Point of Sale systems, computers, tablets, mobile devices, printers, digital signage, telephony, and networking solutions. The position will often engage with external partners who provide assistance on specialized technologies. Responsibilities include monitoring, troubleshooting, and resolving end-user technical issues, alongside proactive support initiatives. The ideal candidate will exhibit profound technical acumen and outstanding interpersonal abilities, serving as the primary contact for customers within the designated region.


Key Responsibilities:
  • Oversee and manage project planning and execution, ensuring timely delivery of all project components.
  • Support and mentor other IT Field Technicians to foster their professional development.
  • Maintain awareness of all IT hardware and software within the assigned area.
  • Ensure high levels of user satisfaction regarding IT services.
  • Guarantee the stability of IT systems utilized by senior management.
  • Educate executives on optimal use of provided technologies.
  • Collaborate with IT teams and third-party vendors to fulfill commitments to senior staff.
  • Assist the IT End User Support team in achieving their objectives.
  • Manage an assigned ticket queue, delivering expert-level service.
  • Provide regular updates on project statuses and helpdesk inquiries.
  • Engage in special projects and deployments as directed by management.
  • Initiate process improvements and contribute to technical documentation.
  • Work collaboratively with Facilities and Operations to resolve service disruptions.
  • Be prepared for after-hours and weekend tasks as required.
  • Demonstrate physical capability to lift up to 60 lbs and perform installations in challenging conditions.

Daily Activities Include:
  • Plan and oversee special projects from inception to completion.
  • Identify and mitigate risks that may affect project outcomes.
  • Track project milestones and maintain comprehensive documentation.
  • Delegate tasks to IT field technicians as assigned.
  • Ensure urgent ticket escalations are resolved promptly.
  • Deliver exceptional IT support to both onsite and remote users.
  • Resolve complex technical issues in person or via phone.
  • Conduct installations, upgrades, and hardware/software maintenance as necessary.
  • Facilitate high-priority executive meetings using collaboration tools.
  • Perform regular check-ins to provide proactive support to key personnel.
  • Act as a resource for IT support and related projects.
  • Respond to incoming support requests promptly, including after-hours inquiries.
  • Follow established procedures for logging and monitoring desktop operations.
  • Set realistic expectations for service delivery.
  • Provide training on IT systems and software.

Technician Designation:
The Field Technician specializes in specific domains of Field Technology. Additional responsibilities include:
  • Offering recommendations for new standards to enhance user support.
  • Participating in special projects as directed by management.
  • Guiding the work of others in their specialized Field Technology areas.
  • Leading upgrades and replacements of Field Technology standards.
  • Researching enhancements to Field Technology standards.
  • Providing leadership for inquiries related to their specialized Field Technology.
  • Traveling to support and collaborate on specialized Field Technology.
  • Assisting fellow Field Technicians with technology and support processes.
  • Engaging in Vendor Governance processes for their specialized technologies.
  • Optimizing hardware, software, and networking configurations to ensure client satisfaction.

Qualifications:
  • Bachelor's degree or equivalent experience.
  • At least 3 years of direct experience with Point of Sale systems.
  • A minimum of 5 years of experience in desktop hardware and operating systems.
  • Proficient in computer hardware repair and troubleshooting software issues.
  • Familiarity with:
    • Microsoft Windows 10 and 11
    • Mac OSx
    • Apple iOS
    • Android OS
    • Microsoft Office 365
    • Various user devices including PCs, tablets, and printers.
  • A+, Dell, and Microsoft certifications are advantageous.
  • Basic understanding of networking principles.
  • Hands-on troubleshooting experience under pressure.
  • Strong communication and analytical skills.
  • Detail-oriented and organized, capable of managing multiple tasks in a fast-paced environment.
  • Commitment to client satisfaction and professionalism.
  • Effective time management and organizational skills.
  • Creativity and flexibility in problem-solving.
  • Passion for continuous improvement.

Note: Full COVID-19 vaccination may be required.

We provide a comprehensive benefits package, including Health Insurance (Medical, Vision, Dental), 401k, Life Insurance, Paid Time Off, and more.

W2 only, no Corp to Corp. Sponsorship for H1B visas is not available at this time.eXcellTM Supports Equal Employment Opportunity. eXcellTM, a division of CompuCom Systems, Inc., is a global provider of IT staffing services and solutions.

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