Field Technical Support

TEKsystems - Harrisburg, PA

Full-time - Entry Level

Onsite - Harrisburg, PA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Site Services Technician 2 is responsible for resolving technical issues for all endpoints at their dedicated location. This role requires in-depth knowledge of specific applications to maintain project operations, meet performance metrics, fulfill service requests, and resolve incidents related to end-user systems and access to mission-critical systems within defined service level agreements (SLAs).

Responsibilities

• Provide hands-on/on-site support, testing, and troubleshooting assistance for network equipment and cabling at all locations in the assigned region.
• Deliver Tier 2 Level support for requests that cannot be resolved remotely, requiring on-site inspection and remediation.
• Identify, research, and resolve technical issues for local and remote staff.
• Become the subject matter expert for various software applications and endpoint configurations for the business.
• Conduct routine equipment servicing 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 IT Asset Management (ITAM) database.
• Document, track, and monitor problems to ensure timely resolution within established SLAs.
• Provide Windows, Mac, and Linux OS support by evaluating and troubleshooting issues, including running in-depth diagnostics.
• Provide written updates for problem resolution in ticketing systems, knowledge bases, and troubleshooting manuals.
• Escort vendors inside data rooms and ensure changes and maintenance are documented and safety precautions followed.
• Assist in maintaining and updating various software applications and desktop 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.
• Assist customers via IT Ticketing system in person, over the phone, chat, and remotely.
• Track and complete tickets pertaining to application, network, and system issues.
• Maintain Active Directory Users and Computers.
• Administer user accounts and permissions to various applications and client software.
• Serve as a 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-sized business environment.

Nice-to-haves

• Experience with Active Directory management.
• Familiarity with IT Asset Management (ITAM) systems.
• Knowledge of network equipment and cabling.

Benefits

• Medical, dental & vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
• Voluntary Life & AD&D insurance for the employee and dependents
• Short and long-term disability insurance
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid Time Off (PTO), Vacation, or Sick Leave