Job Description
Duration: 12 months, possibility of extension
Pay: $21 hourly
Job Description: Summary - The Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure, both in-person and remotely from a facility in Client, NY.
- The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 11 and MS Office Suites (365).
- Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
- Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.
- The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
- This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.
- Take ownership of follow-up status and communicate progress regularly to both their customers and leadership (when requested).
- Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
Required Education/Experience - Associate's Degree (preferred), HS Diploma or GED minimum required
- 1+ year Hardware Experience (beyond imaging/deployment)
- 1+ year Customer Service / In-Person Support Experience
- Technical Focus
- Customer Engagement
Preferred Certifications - CompTIA IT Fundamentals
- CompTIA A+
- CompTIA Cloud+
- CompTIA Mobility+
- CompTIA Network+
- CompTIA Server+
Daily Tasks Include (but are not limited to) - Active Directory Administration
- Limited support for corporate mobile devices
- Familiarity with cloud applications (OneDrive, SharePoint, Office 365, etc.)
- Troubleshooting Cisco VPN connectivity
- Familiarity supporting Citrix connectivity
- Remediating Symantec Endpoint Protection
- Dameware/LogMeIn remote connection/utilization
- MECM Deployment server utilization
- Asset management skills
- Microsoft Edge and various browser support
- Installation/configuration of various Adobe products
- Installation/configuration of Check Point endpoint client software
- Conference room equipment
- Printer/driver troubleshooting and installation
- ServiceNow utilization
- Cisco WebEx service support
- Deployment/configuration of standard IP telephony
- Hardware ordering/deployment
- Documentation (records) management
- Knowledge base utilization
- Project interaction
- Customer scheduling/follow-ups
- End-user equipment moves (disconnect/reconnect)
- Multi-team interaction and/or technical roundtable participation
- Standard device imaging via USB/PXE server(s)
- Smart-Hands tasks/functions outside of standard operational work
- Must be able to lift equipment up to 40 pounds, as required.
Job Tags
Hourly pay, Remote work