IT Field Service Technician

The 20 - Knoxville, TN

Full-time - Entry Level

Knoxville, TN

Food Services and Drinking Places

About the position

The IT Field Service Technician is responsible for providing technical support related to computer systems, hardware, software, and applications. This role involves responding to support tickets, analyzing issues, isolating problems, and implementing solutions while communicating effectively with customers. The technician must adapt to various aspects of the computing environment and ensure customer satisfaction through thorough documentation and adherence to standard operating procedures.

Responsibilities

• Identify, analyze, and resolve common technical issues in workstations, mobile devices, operating systems, software, hardware, and peripherals.
• Provide customer support using remote connection software.
• Document each customer interaction thoroughly.
• Prioritize ticketing system flow by following SOPs and KB articles for resolution.
• Meet or exceed KPI goals.
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, and hardware issues.
• Execute all aspects of repair, maintenance, and security for computer systems.
• Run networking cables between computer stations and servers for networking purposes.
• Install physical equipment such as networking patch panels or racks.
• Repair, substitute, or replace faulty hardware as necessary.
• Reinstall or reprogram software as necessary.
• Test and error check solutions provided to customers.
• Backup data as necessary to restore functionality.
• Provide recommendations for the general health of the equipment.
• Provide technical documentation and/or materials upon request.
• Follow up with customers after solutions have been implemented.

Requirements

• Practical knowledge of assembly, disassembly, and maintenance of hardware components.
• Practical knowledge of Windows OS including installation, recovery, setup, and updating.
• Practical knowledge of anti-viral, security, and firewall technologies including installation and updating.
• Practical knowledge of major software suites for office use, including Microsoft Office.
• Reasonable knowledge of server applications such as Active Directory and Exchange.
• Troubleshooting skills in operating systems vs. hardware components.
• Troubleshooting skills in spyware, anti-viral removal, and spam control.
• Troubleshooting skills in Windows OS installation and reinstallation.
• Troubleshooting skills in failed hardware identification.
• Valid Driver's License.

Nice-to-haves

• A+, Net+, and Sec+ certifications, or equivalent experience.
• Experience with all modern operating systems.
• Deep understanding of business networking.
• Deep understanding of Active Directory, Group Policy, File Sharing, etc.
• General understanding of technology related to small-medium businesses.
• Virtualization experience.

Benefits

• Paid parental leave
• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Vision insurance
• Life insurance