IT Field Technician

1 month ago

Savannah, Georgia, United States Parker's Kitchen Full time
Job Title: IT Field Technician

This role covers the planning and delivery of customer support services, including installation, consultation, troubleshooting, user assistance, and training. The successful candidate will be responsible for diagnosing and resolving problems in response to customer-reported incidents, planning and analyzing work processes, researching and reporting trends and patterns of problems, developing training materials, and performing information system training sessions.

Key Responsibilities:
  • Process provisioning/de-provisioning and transfer requests in a timely and complete manner, including Active Directory, email, network storage accounts, and other system/software access and memberships.
  • Provision laptops, desktops, desk phones, tablets/cell phones for all new users.
  • Keep Laptop/Desktop image up to date with latest software versions.
  • Process urgent deactivation or reactivation security requests from Human Resource departments.
  • Modify accounts when required, including update of asset inventory, which will become the authoritative source for information related to a user (hardware and software).
  • Documenting support-related processes and procedures (SOP).
  • Work with end users to evaluate and solve technical problems using all tools provided, including remote access tools, VPN, and RMM solutions.
  • Provide knowledge-based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket first.
  • Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff, work directly with system engineer to diagnose higher level issues and future systems.
  • Help provide quarterly reports to review authorized access within an environment and take corrective action when necessary.
  • Manage ticket queue to meet SLAs and provide clear, concise notes on all tickets for all internal tickets, systems alerts from Systems Engineering team.
  • Analyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendations.
  • Determine proper format for assembling items of information in accordance with established procedures.
  • Ability to adjust to changing situations to meet emergencies or changing program or production requirements.
Requirements:
  • Must have in-depth knowledge and hands-on experience (3-5 years) in user account management or IT in a fast-paced enterprise environment using the following technical tools: Active Directory Management Tool and/or Office365 Administrative Center.
  • A+, NET+ certification is a plus.
  • Strong hands-on experience, extensive knowledge of Windows 10, hardware/software, and Microsoft Office 365 functionality.
  • Hands-on experience and knowledge with IT service management ticketing systems.
  • Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies.
  • Strong attention to detail.
  • Excellent verbal, interpersonal, and written communication, and documentation skills.
  • Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues.
  • Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality.
  • High attention to detail with the ability to manage multiple priorities.
  • Ability to follow and give oral and written instructions in a precise, understandable manner.
  • Associates Degree or Bachelor's Degree in computer science, Information Systems, Business Administration, or other related field, or equivalent work experience.
Education and Requirements:
  • Post-secondary education in Computer Science, Information Technology, Information Systems, Business Administration, or equivalent job experience.
  • Minimum 3-4 years of experience working with IT leadership to complete projects.
  • A+ certification desirable.
  • Strong analytical skills.
Preferred:
  • Proven ability to maintain good working relationships with stakeholders including senior leaders.
  • Strong verbal and written communication skills.
  • Experience dealing with multiple priorities and deadlines/proven ability to meet hard deadlines.
Travel:
  • As needed.
Physical Requirements:
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 55 pounds at times.

The Parker Companies is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Parker's does not discriminate on the basis of disability, veteran status, or any other basis protected under federal, state, or local laws.

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