The 20 - Burlington, NJ
posted 3 months ago
The IT Field Services Technician at The 20 is a vital role responsible for providing comprehensive technical support to clients across the nation. This position requires a dedicated individual who can effectively troubleshoot and resolve issues related to computer systems, hardware, software, and applications. The technician will utilize a ticketing system to respond to client requests, analyze problems, isolate issues, and implement effective solutions. A strong emphasis is placed on customer service, as the technician will frequently communicate with clients over the phone and through remote support software. In this role, the technician will be tasked with identifying, analyzing, and resolving a variety of technical issues that may arise in workstations, mobile devices, operating systems, and peripherals. Responsibilities include providing thorough documentation of customer interactions, prioritizing ticket resolution according to standard operating procedures, and meeting key performance indicators. The technician will also handle advanced desktop issues, VPN connectivity, entry-level server support, and hardware troubleshooting. Physical duties are also a significant part of this role, including the installation and maintenance of networking equipment, running cables, and performing repairs on hardware and software. The technician must possess mechanical knowledge to execute these tasks effectively, ensuring that all equipment is functioning optimally. Additionally, the technician will be responsible for backing up data, testing solutions, and providing recommendations for equipment health. Follow-up with customers post-resolution is also a critical aspect of the job, ensuring that all issues are fully addressed and resolved.