Field Services Technician I

10 hours ago

Idaho Falls, Idaho, United States CRI Advantage Full time
{"title": "Field Services Technician I", "description": "Job Summary

CRI Advantage is seeking a skilled Field Services Technician I to join our team. As a key member of our Field Services team, you will provide technical support and services to diagnose and resolve problems with computer hardware and software.

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, ensuring minimal downtime for our customers.
  • Install and uninstall software, hardware, computers, and peripherals specific to break-fix, maintaining a high level of technical expertise.
  • Image and re-image new and existing computers, ensuring seamless transitions and minimal disruption to our customers.
  • Partner with other areas within CRI Advantage to update asset tracking, ensuring accurate and up-to-date records.
  • Device support for break fix, and new provisioning of services for desktop, laptop, tablet, virtual machine, mobile device, smartphone, collaboration equipment, etc.
  • Maintenance of an inclusive knowledge base of common resolution techniques for Windows, ensuring our team stays up-to-date with the latest technologies.
  • Participate in root cause analysis with CRI Advantage Tier 3 teams, identifying and resolving complex technical issues.
  • 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 our customers receive the best possible service.
  • Record, assign, and track through completion all end user variance requests to standard configurations, maintaining a high level of customer satisfaction.
  • Remain interface for the user throughout the variance process, ensuring seamless communication and timely resolution.
  • 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 a high level of technical integrity.
  • During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing, ensuring a smooth user experience.
  • 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 a high level of customer satisfaction.
  • Communicate with the user frequently with status updates, ensuring transparency and timely resolution.
  • Tickets and resolutions are reviewed by mentor and/or Technical Lead daily and weekly, as needed, ensuring our team stays on track and meets our high standards.
  • Always maintain a professional and courteous demeanor, providing timely, respectful, and thorough customer service, 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

Physical, mental and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA's), work reference materials, troubleshooting guides; hearing sufficient to conduct in person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; emotional ability to work respectfully and professionally with team mates and customers in a fast paced and at times stressful situations; physical agility to push/pull, squat, twist, turn, bend, stoop to reach overhead; physical mobility sufficient to move about the work environment (office, district) and drive an automobile; physical strength sufficient to lift 40 pounds; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air conditioned space; mental acuity to collect and interpret data, define and solve common problems. Regular and consistent attendance is required.

"}

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