I.T - Field Technician I

Bashas - Chandler, AZ

Full-time - Entry Level

Chandler, AZ

Food and Beverage Retailers

About the position

The Field Technician I provides onsite and remote technical services to Bashas' retail store locations. This role is responsible for performing hardware installation, troubleshooting, and break/fix repairs/replacements on PCs, POS (point of sale) systems, in-store servers, and other technology-based equipment. The Field Technician travels daily to store locations to repair, troubleshoot, or install new equipment and software. This position requires a strong commitment to customer service and technical proficiency, as the technician will be the first point of contact for resolving IT-related issues in a retail environment. Essential job functions include troubleshooting and repairing PCs, printers, payment terminals, and other technology-based equipment at various locations. The technician must gather appropriate information, including files and content, to recreate the client's problem locally when issues cannot be resolved over the phone. They are expected to resolve end-user problems within service level agreements for each priority of all problem tickets, providing accurate information on IT products or services. The technician will determine and document the best solution based on the issue and details provided by the customer, identifying and escalating situations requiring urgent attention as necessary. The role also involves installing hardware such as PCs, printers, store servers, and POS systems, logging, updating, and closing all incidents, and documenting problem resolutions in help desk management software. The technician will escalate issues to the Lead Field Technician while keeping the customer informed and up to date on the status of their requests. Continuous, courteous, and professional customer service is paramount, as the technician will interact with vendors, store personnel, and store customers regularly. Additionally, maintaining the company vehicle, staying current with system information, and developing standard operating procedures and customer service guidelines are also part of the job responsibilities.

Responsibilities

• Perform troubleshooting and repairs/replacements of PCs, printers, payment terminals, and other technology-based equipment at various locations.
• Gather appropriate information to recreate client's problem locally when issues cannot be resolved over the phone.
• Resolve end-user problems within service level agreements for each priority of all problem tickets.
• Provide accurate information on IT products or services.
• Determine and document the best solution based on the issue and details provided by the customer.
• Identify and escalate situations requiring urgent attention.
• Follow standard procedures for installations and repairs.
• Log, update, follow through, and close all incidents in the help desk management software.
• Document problem resolutions for future reference.
• Provide case status updates to management and end-users.
• Inform management of recurring problems.
• Maintain the company vehicle, ensuring it is stocked, clean, and organized.
• Stay current with system information, changes, and updates.
• Support and maintain effective relationships with users.
• Develop, document, and implement standard operating procedures and customer service guidelines.

Requirements

• BA/BS in Computer Science or related discipline preferred or equivalent combination of education and experience related to analytical and/or system support.
• Minimum of one (1) year of field technician experience or equivalent combination of education, training, and experience.
• Experience with retail grocery store operations is desirable.
• Computer literacy in helpdesk tools, spreadsheet, database, presentation, and word processing software.
• Basic understanding of networking concepts.
• Knowledge and experience with PC hardware/software principles and operating systems including current Windows desktop and Windows Server operating systems.
• Application knowledge of Kronos or Reflexis time & attendance application, NCR Emerald POS, NCR Connected Payments, DSD (Direct Store Delivery) receiving is desirable.
• Strong hardware repair skills preferred.
• Basic construction skills preferred.
• Network troubleshooting skills preferred.
• Ability to organize, prioritize and manage multiple assignments, and meet tight deadlines.
• Demonstrated ability in customer service, accuracy of work, and attention to detail.
• Ability to follow verbal and written instructions.
• Ability to work independently and in a group environment and develop and maintain effective communication and working relationships with all customers.

Nice-to-haves

• Experience with Kronos or Reflexis time & attendance application.
• Knowledge of NCR Emerald POS and NCR Connected Payments.
• Basic construction skills.
• Network troubleshooting skills.