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Field Technical Support Specialist
4 weeks ago
The IT Site Services Technician is responsible for resolving technical issues for end points at their dedicated location. This role requires in-depth knowledge of project-specific applications to maintain project operations. The successful candidate will meet and/or exceed defined performance metrics, fulfill service requests, and resolve incidents related to end user systems and access to mission critical systems within the defined SLA.
Key Responsibilities
Collaborate with company IT and vendors to provide hands-on/on-site support, testing, and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
Provide Tier 2 Level support for requests that cannot be resolved remotely where on-site hands-on inspection and remediation is required.
Identify, research, and resolve technical issues for local and remote staff.
Become the subject matter expert for various software applications and end point configurations for the business.
Conduct routine equipment servicing out in the field.
Perform on-site activities related to installation, repair, management, and maintenance.
Manage and maintain onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.
Track IT Assets and maintain updated information in the appropriate ITAM database.
Document, track, and monitor problems to ensure timely resolution within the established SLA's of the business.
Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.
Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual, and or job aids.
Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.
Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.
Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
Perform technology upgrades and refreshes.
Perform work via IT Ticketing system to assist customers in person, over the phone, chat, and remotely.
Assist in tracking and completing tickets pertaining to application, network, and system issues.
Maintain Active Directory Users and Computers.
Administer user accounts and permissions to various applications, as well as client software.
Serve as technical liaison between program staff and IT.
Assist with Service Desk surge support.
Perform other duties as assigned by management.
Requirements
High school diploma, GED, or equivalent combination of education, technical training, or work experience considered in lieu of degree.
Minimum of 2-4 years of related IT experience.
Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
Strong organizational skills and ability to multi-task in a medium-size business environment.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.
If eligible, the benefits available for this role may include medical, dental, and vision, critical illness, accident, and hospital, 401(k) retirement plan, life insurance, short and long-term disability, health spending account, transportation benefits, employee assistance program, time off/leave, and more.
