IT Field Service Technician - $55k

$45,760 - $58,240/Yr

Vaco - Henderson, NV

Full-time

Henderson, NV

1,001-5,000 employees

Administrative and Support Services

About the position

The IT Field Service Technician role at Vaco involves providing on-site IT support to ensure the operability of IT systems across various centers. The technician will assist colleagues with IT needs, manage service desk tickets, and perform hands-on fixes at the desktop level. The position emphasizes effective communication and customer service, ensuring that users are satisfied with IT equipment and processes.

Responsibilities

• Assist colleagues with onsite needs and help create service desk tickets.
• Identify repeated issues and escalate appropriately for discussion and resolution.
• Work through various center-level checklists to ensure proper operability of IT systems.
• Participate in effective communication practices to keep customers informed.
• Perform ongoing assessments of customer satisfaction and escalate issues as needed.
• Disseminate help sheets, usage guides, and FAQ lists for end users.
• Focus on tasks while maintaining a positive work environment.
• Execute standard procedures and communicate any required changes.
• Manage IT Operations tasks or tickets to ensure completion.
• Perform hands-on fixes including installing and upgrading software and hardware.
• Enforce compliance with IT standards across all centers.
• Participate in pilot testing as required.
• Troubleshoot IT issues as required.

Requirements

• Valid driver's license and access to a car.
• Ability to verify WAN, LAN, and Internet connectivity.
• Ability to verify and trace cabling from endpoint devices to wall/jack termination.
• Excellent attention to detail and cable management skills.
• Ability to inventory using asset tagging and labeling.
• Exceptional customer service orientation and team mindset.
• Strong communication skills to interact with customers and leadership.
• Understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Strong interpersonal skills with a focus on listening.
• Ability to document and write with proper grammar.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Ability to prioritize and execute tasks in a fast-paced environment.

Nice-to-haves

• Associates or bachelor's degree with two years of experience, or four years of experience in a related field.
• Two or more years' experience in health care.
• Demonstrated experience with Service Now.
• Experience in IT best practices or ITIL environment.
• Experience collaborating with outsourced service desk and field services vendors.
• Experience supporting Sales Force, Genesys, Teams, and eClinicalWorks.

Benefits

• Health Insurance
• 401K Plan
• Free Lunch or Snacks