Field Support Technician I

Job Description:

POSITION SUMMARY: 

The Field Support Technician I plays a crucial role in ensuring the seamless operation of technology infrastructure across our retail locations. This position is responsible for hands-on execution of services and support for cabling infrastructure, maintaining and repairing store endpoints, phone system hardware, and assisting with networking equipment and store servers. This role is vital in pushing for improved customer experience, increasing productivity in our stores, and directly supporting our aggressive business expansion plans, aligning with Gartner's product/service operating models. For larger-scale installations and remodels, the technician will primarily work under the direct supervision of a more senior technician. This position requires frequent to full-time travel and demands a strong sense of urgency in reporting issues/concerns that affect the operational stability of any production system or environment to the chain of command.

Position requires air travel on a frequent to full time basis to various out of state store locations.

Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship.

PRIMARY RESPONSIBILITIES:

50% - On-Site Service & Support Operations Strategy & Execution

Define and implement strategies for efficient on-site service and support for store endpoints, including but not limited to:

• Endpoint devices (e.g., workstations, printers, scanners)

• Phone system hardware

• Assisting with networking equipment (e.g., routers, switches, Wi-Fi access points)

• Assisting in providing support to store servers at various tire center locations

• Ensure all service and support activities align with the overall omnichannel retail technology strategy to enhance customer experience and store productivity.

50% - Cabling Infrastructure Management & Strategic Maintenance

• Lead the strategy and execution for on-site cabling infrastructure service, support, maintenance, and repairs, ensuring high reliability and performance.

• Develop and implement best practices for cabling installation, troubleshooting, and preventative maintenance across all retail locations.

• Collaborate with the Director and other teams to identify opportunities for infrastructure improvements that support business expansion and new store openings.

• Ensure all infrastructure work adheres to established standards and contributes to the overall stability and efficiency of retail operations.

MINIMUM REQUIREMENTS

Educational/Experience Requirements: 

• High School Diploma, GED, or equivalent

• 1 year related work experience in IT field support

• 1 year apprenticeship program (preferred) (sponsorship under a licensed journeyman provided)

Required Technical Skills/Knowledge: 

• Basic to intermediate knowledge of computer applications, telecommunications, network principles, and computer hardware (server and workstation components).

• Ability to use and understand technical documentation. 

• Ability to use powered hand-tools. 

• Must have a valid driver's license and excellent driving record, as frequent travel is required.

General Knowledge and Abilities: 

• Analytical Skills: Developing analytical and problem-solving skills with a focus on root cause analysis and continuous improvement. 

• Communication: Ability to communicate technical and non-technical information clearly and professionally (both verbally and in writing) while ensuring that the quality and content of the message are relevant to the circumstances; ability to be an active-listener; the ability to draft, proofread, and send written communications effectively; the ability and willingness to carefully listen to others by asking appropriate questions and avoiding interruptions.

• Confidentiality: Ability to work confidently, effectively, and with discretion with all staff levels, particularly when handling sensitive system information.

• Initiative: Ability to work effectively with significant supervision, demonstrating proactive problem-solving and a commitment to operational excellence. 

• Multitasking: The ability to perform two or more tasks simultaneously or to shift back and forth between two or more activities or sources of information without difficulty, especially in a fast-paced retail environment. 

• Organization: Ability to manage work assignments through prioritization, paying attention to detail, and optimal time management to minimize downtime in stores.

• Service Excellence: Exhibit the willingness to be stakeholder-focused by anticipating and understanding stakeholders' needs; collaborate with them to reach a suitable solution; then consistently meet and deliver on those expectations, contributing to an improved customer experience. 

• Teamwork: The ability to establish and maintain rapport, interact comfortably, and work well with coworkers and business partners. This includes cooperating, being supportive of others, willingly helping others, considering others' ideas and opinions, sharing information, giving proper credit, and fulfilling team responsibilities, especially when collaborating with senior technicians or other IT teams.

Physical Requirements: 

• Frequent use of computer, mouse and keyboard; ability to use standard office equipment including phone, copiers, etc.

• Ability to remain in a stationary position approximately 75% of the time while driving.

• Frequently required to lift, move, or transport items weighing up to 50 lbs; occasionally up to 100 lbs.

• Must be able to stand for extended periods of time and bend, stoop, crouch, kneel, reach, push, pull, finger, and grasp.

• May occasionally be required to perform duties while on a ladder, on the roof, or within a confined space.

• While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, night vision, and ability to adjust focus.

Work Environment: 

• Varied; subject to inside and outside environmental conditions with exposure to office, store, manufacturing, and warehouse facilities.

• Worker is frequently exposed to warehouse conditions, which are subject to environmental changes with protection from weather conditions but not necessarily from temperature changes, which can be extreme.

• Frequently works a varying schedule that may include driving/working during early morning and late evening; occasionally requires work during weekend or holiday; position will seldom require overnight driving/working.

• Worker is occasionally exposed to construction sites, which may subject them to: noise, vibration, or hazards such as mechanical parts, dust, and machinery

BENEFITS:

• Quarterly profit-sharing bonus

• Medical, dental, vision, and life insurance

• Company-funded retirement plan - no cost to employee

• Paid holidays

• Paid time off

• Tuition Assistance

• Employee discount

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities. This job description is not all inclusive and is subject to change.  Additional duties and tasks may be assigned, as necessary.  Employment remains "AT WILL" at all times.