IT Field Technician

$50,000 - $57,000/Yr

Menlo | K12itc - Saint Joseph, MO

Full-time - Entry Level

Saint Joseph, MO

About the position

The IT Field Technician position is responsible for hands-on and on-site tasks related to the deployment of computer hardware, software, peripherals, and other computing devices. This role involves troubleshooting problems, advising on appropriate actions, and responding to user IT requests in a timely manner.

Responsibilities

• Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
• Respond to all service requests timely, keeping customers fully updated and ensuring service call completions are documented accurately.
• Effectively diagnose and troubleshoot malfunctions of computer or network devices, equipment, and systems in operation at client locations.
• Analyze service request data for trends and recommend process improvements for the ticketing system.
• Document all pertinent user identification information, including name, department, contact information, nature of problem, computer name, and resolution.
• Attend team Level 10 meetings and monthly meetings with administration.
• Use documentation, peers, and other resources to resolve issues on initial contact.
• Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
• Actively monitor and report compliance with customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

Requirements

• 3+ years of related IT experience.
• Experience maintaining working components through repair or replacement.
• Ability to assist customers and staff with hardware and software challenges.
• Excellent customer service and interpersonal skills.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to evaluate situations and provide effective solutions.
• Great attention to detail, organizational skills, and ability to prioritize and manage multiple tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.
• Must have a valid driver's license and a dependable vehicle.
• High school diploma or equivalent.