IT Field Support Technician

$47,840 - $64,480/Yr

Cellular Sales - Medford, MA

Full-time - Entry Level

Medford, MA

Telecommunications

About the position

The IT Field Support Technician at Cellular Sales is responsible for providing primary support for hardware and software solutions across various retail locations. This role involves resolving user problems, maintaining service levels, and ensuring excellent customer service through multiple support channels. The technician will work under the supervision of the IT Field Support Manager and will be involved in troubleshooting, installation, and maintenance of IT systems.

Responsibilities

• Answer, evaluate, and prioritize service requests from various channels including ticketing system, telephone, email, and in-person.
• Assist in identifying problems and providing potential resolutions.
• Coordinate with end users on behalf of other departments.
• Analyze customer needs and follow approved processes to meet service levels.
• Track issues using the company-approved ticketing system and maintain historical records.
• Collaborate with PMO, Asset Management, and other departments to maintain hardware and software standards.
• Brainstorm with team members and SMEs to resolve complex problems.
• Escalate issues to Staff Technician for further technical assistance.
• Communicate regularly with team and leadership about potential trends and significant problems.
• Schedule preventative maintenance on company-owned vehicles and vendor services as necessary.
• Install and troubleshoot WAN/LAN and Cat 6e cabling.
• Manage and track inventory stockrooms for designated territory according to team standards.
• Maintain expense records and reports for company-provided procurement card.

Requirements

• High school diploma or GED required.
• Minimum of 3 years verifiable technology support experience.
• Valid US driver's license with a clean driving history for the past 2 years.
• Strong troubleshooting skills and ability to work under pressure.

Nice-to-haves

• Bachelor's degree in a related field.
• Industry certifications are a plus.
• Understanding of ITIL.

Benefits

• Full-time position with competitive hourly wage.
• On-call responsibilities with flexible scheduling.