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Field Services IT Support Specialist

2 months ago

Chicago, Illinois, United States Sky Systems Full time

Position: Field Services IT Support Specialist

Location: On-Site

Contract Type: Long-term (6 Months + possibility of extension)

Working Hours: Mon-Fri 8 am to 5 pm

The Field Services IT Support Specialist will play a crucial role in the installation, configuration, and troubleshooting of various infrastructure hardware and software components. This position is designed to support a wide array of IT hardware and software systems. Familiarity with audio-visual support for conference rooms and managing video conferencing tools is essential.

Candidates should possess 3 to 5 years of experience in a field services support role, specifically in the configuration, implementation, and maintenance of IT assets such as laptops, desktops, and peripherals. The role requires troubleshooting and resolving technical issues that necessitate onsite support.

The selected candidate will engage with end users regarding concerns related to physical workstations, including laptops, desktops, peripherals, and network devices. Proficiency in remote troubleshooting and remote desktop support, as well as physical hardware inventory management, is expected.

Additionally, the specialist will be responsible for imaging and deploying desktop equipment, addressing onsite escalations from the service desk, supervisors, and customers. A willingness to provide hands-on field support is essential, including the possibility of weekend support for change management.

Key Responsibilities:

  • Install, maintain, and repair both company and multi-vendor systems, encompassing hardware, software, networking products, and operating systems.
  • Diagnose and resolve various hardware performance issues, making informed decisions regarding the replacement of user workstation equipment, and managing the entire product replacement process.
  • Take ownership of follow-up services or problem escalations as necessary.
  • Contribute to the implementation of new service solutions or short-term projects as directed by supervisors.
  • Conduct video conferencing meetings and dry-run tests as required.
  • Manage all IT assets, including tagging in/out existing and new equipment as they are distributed to end users.
  • Ensure a seamless experience when setting up new user equipment, performing necessary onsite testing to guarantee access to applications and technical solutions.
  • Exhibit a friendly demeanor and helpful attitude; demonstrate strong interpersonal skills and the ability to collaborate effectively.
  • Utilize good problem-solving skills; visualize problems or situations and think abstractly to devise solutions.
  • Adapt to a constantly changing workflow; maintain productivity during slow periods and multitask effectively during busy times while demonstrating patience and professionalism.
  • Address hardware and application support queries reported to the Field Services team.
  • Take responsibility for issues from initiation to successful resolution.
  • Escalate issues and involve experts as needed to ensure timely resolution.
  • Ensure that customers accurately complete approved work requests with the necessary details.
  • Maintain a solid understanding of IT operations, applications, and related business processes.
  • Keep abreast of operating systems and application software to provide high-level support.
  • Demonstrate knowledge of company guidelines, processes, practices, and procedures.
  • When issues exceed the scope of the Service Desk Agent, escalate to the appropriate tier 2 and 3 support teams.
  • Possess knowledge of Incident Management, Service Request management, and the DEPOT model.
  • Demonstrate proficiency in Microsoft Desktop OS within a domain environment, including desktop application configurations and troubleshooting.
  • Familiarity with standard Microsoft Productivity Applications such as Microsoft Office and Outlook, as well as major web browsers like Google Chrome and Mozilla Firefox.
  • Working knowledge of Apple-MAC operating systems and device configuration and troubleshooting.
  • Experience with the ServiceNow ticketing tool.