IT Field Services Technician

Entergy - Port Gibson, MS

Full-time - Entry Level

Port Gibson, MS

Utilities

About the position

The IT Field Services Technician at Entergy is a critical role responsible for delivering on-site technical support across various sites within the assigned territory. This position requires a diverse set of technical skills, including expertise in workstation, application, networking, and server infrastructure support. The technician will troubleshoot hardware and software issues, perform installations, and ensure optimal system performance while maintaining a strong focus on customer service. The ideal candidate will be proactive in addressing technical challenges and will be expected to provide timely and effective solutions to users' issues. In this role, the technician will be responsible for a variety of tasks, including providing support for desktops, laptops, printers, and other peripherals. They will analyze, troubleshoot, and repair computer systems and hardware, as well as perform preventative maintenance on various devices. The technician will also support users on applications and tools necessary for their work, manage user account information, and provide training to end users as needed. Additionally, the technician will conduct routine health checks of IT systems and escalate issues to experts when necessary to ensure quick resolution. The position requires a commitment to excellent customer service, as the technician will be the primary point of contact for technical support within the assigned area. The technician must be able to communicate technical concepts in layman's terms and provide constant updates to users regarding the status of their issues. The role also involves readiness for 24/7 on-call support when required, and adherence to proper escalation paths for unresolved issues. The technician will be expected to maintain a clean and organized work area and ensure that all equipment is returned and documented appropriately.

Responsibilities

• Provide on-site technical support for desktops, laptops, printers, and other peripherals.
• Analyze, troubleshoot, and repair computer systems, hardware, collaboration equipment, and computer peripherals.
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment.
• Support users on applications and tools within the environment including specialized systems needed for Business Unit partners.
• Support and maintain user account information including rights, security, and systems groups.
• Provide training to end users on how to operate equipment as requested.
• Assist with user data and application recovery.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Troubleshoot network connectivity issues including remote access, Wi-Fi, wired, and cellular connectivity.
• Conduct routine or on-demand health checks of IT Systems including PCs, printers, copiers, fax machines, scanners, and video equipment.
• Escalate issues and involve experts whenever required to resolve issues quickly.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Return defective equipment/parts, document customer repairs, and maintain and restock assigned parts inventory.

Requirements

• Bachelor's Degree strongly preferred (Computer Science or related field) or equivalent work experience.
• 0+ years of experience in field technical support, desktop support, or in a related area.
• Preferably 3+ years of experience in field technical support or in a related area.
• Excellent technical knowledge of and experience troubleshooting workstation (desktop/laptop) hardware.
• Strong understanding of Microsoft tool suite.
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high-pressure environment.
• Ability to take notes and record all interactions and steps taken with the users.
• Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc.).
• Working knowledge of video collaboration tools (Video Conferencing, Webex).
• Confident analytical and problem-solving skills.
• Excellent communication (both verbal and written) skills.
• Familiar with a variety of field service concepts, practices, and procedures.
• Ability to leverage experience and judgment to plan and accomplish goals.
• Experience in providing excellent customer service.
• Ability to perform a variety of complicated tasks.
• Able to operate effectively in a team environment with both technical and nontechnical team members.

Nice-to-haves

• Experience with additional diagnostic tools and software.
• Knowledge of advanced networking concepts and troubleshooting techniques.
• Familiarity with ITIL processes and best practices.

Benefits

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and training.