Field Service Tech IV

Candidate must be able to be granted and retain a Top Secret clearance.

About the role

Provide technical support to both local and remote end-users with the installation and troubleshooting of hardware, software, and networking components to meet individual computer needs.

Responsibilities

• Perform root-cause analysis to diagnose, troubleshoot, and resolve issues, and/or route through proper escalation channels as needed.
• Provide audio-visual support for the on-site conference center and additional meeting rooms.
• Provide high-level support to members of the executive C-Suite.
• Manage and facilitate moves, adds, and changes associated with end-user hardware.
• Perform new computer configuration and coordinate workstation upgrades/replacements based on the established lifecycle model.
• Support mobile devices and VoIP phones.
• Resolve printer issues.
• Provide timely resolution to customer issues and requests according to established SLAs.
• Document and track work via an online ticketing system.
• Create and modify knowledge base (KB) articles and procedures.
• Drive between multiple local area sites as needed.

Requirements

• High School diploma and 4+ years of work experience or equivalent experience.
• Basic networking troubleshooting skills.
• Extensive knowledge of Windows 10/11 OS.
• Working knowledge and experience using Active Directory.
• Working knowledge and experience using MS365: Teams, Intune, and OneDrive.
• Working knowledge of software installation via SCCM.
• Experience troubleshooting VPN connectivity issues.
• Experience using online ticketing systems.
• Experience utilizing remote application software to provide service to both on-site and off-site users.
• Experience supporting mobile devices.
• Experience imaging laptops and adding computers to the domain.
• Ability to work well with others in a collaborative team environment.
• Quality customer service and a proactive approach to problem resolution.
• Excellent communication skills, both oral and written.

Preferred Skills

• CompTIA Security+ certification.
• Experience supporting C-Suite executives.
• Ability to work independently or as a team member.
• Windows 11 Operating System support.
• Microsoft application support.
• Remote support application software.
• ServiceNow experience.

Pay

Full-Time Salary Range: $66,017 - $105,628. Individual salaries are determined by a variety of factors including business considerations, local market conditions, and internal equity, as well as candidate qualifications such as skills, education, and experience.

Benefits

• Health, dental, and vision insurance.
• Health savings accounts.
• 401(k) savings plan.
• Disability coverage.
• Life and accident insurance.
• Employee assistance program and legal plan.
• Perks including discounts on home, auto, and pet insurance.
• Paid time off, paid holidays, and other types of leave including paid parental, military, bereavement, and applicable federal and state sick leave.
• Company recognition program with monetary or non-monetary awards.
• Other incentives may be available based on position level and job specifics.