<span>IT Field Service Technician</span>

About the position

The IT Field Service Technician is responsible for providing technical support for computer systems, hardware, software, and applications. This role involves responding to support tickets, analyzing issues, and implementing solutions while ensuring effective communication with customers. The technician will also perform physical maintenance and networking tasks, contributing to the overall health and functionality of the computing environment.

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, hardware issues, and line of business support.
• Execute all aspects of repair, maintenance, and security for computer systems.
• Run networking cables between computer stations and servers for networking purposes.
• Analyze and investigate problems, installing physical equipment as necessary.
• Repair, substitute, or replace faulty hardware as needed.
• Install, reinstall, or reprogram software as necessary.
• Test and error check solutions, backing up data as necessary to restore functionality.
• Provide recommendations for the general health of the equipment.
• Provide technical documentation and 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, setup, recovery, and updating.
• Practical knowledge of major software suites for office use, including Microsoft Office.
• Reasonable knowledge of server applications such as Active Directory, Exchange, and MS Server.
• 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

• Incredible company culture
• Medical/Dental/Vision health plans
• HSA/FSA participation based on insurance plan
• PTO/Sick/Holiday pay
• Ability to contribute to Long-term Disability and Short Term Disability plans
• Discretionary bonuses
• Dependent Care FSA
• Paid Parental Leave
• Employee life Insurance 100% Company Paid
• 401K participation
• Company-sponsored Team Building Events