Field Services Representative (12 month contract)

About the role

Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We’re on the lookout for a knowledgeable and customer-orientated Field Service Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation. We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

What you’ll be doing

• Providing exceptional service to customers
• Responding to emergency outages promptly
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
• Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers
• Support systems running Windows, Mac OS, and potentially Linux
• Manage tickets using the help desk ticket queue
• Tracking and updating escalation tickets
• Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies
• Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools
• Manage accounts and equipment for new-hire/termination processes
• Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/HP, CDW, and others
• Provide end-user training sessions on relevant IT topics
• Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS
• Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others
• Support and administer accounts (access codes and fobs) in an office security system
• Address end-user and network escalations
• Cook up client activities (e.g. move-in, conferences, and special events)
• Monitoring, investigating, and retiring equipment alarms
• Generating reports as required
• Attending training events as required
• Other documentation and administrative duties as requested

What you’ll bring

• Position requires skillset equivalent to a Help Desk Level II technician
• 1 to 3 years Windows and/or Mac OS hardware and software support
• 1 to 3 years of help desk experience in a medium to large scale environment
• Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others
• Documenting and adhering to established technical procedures and best practices
• Experience managing workload with a ticketing system, including service orders and account information gathering
• ServiceNow experience preferred
• Remote desktop support
• Understands Active Directory user accounts, security groups, and file share permissions
• Understands system virtualization and reducing hardware footprint
• Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections
• MCP, CCT, A+, Net+, or ACTC Certification
• Associate degree in Information Technology or closely related field
• Streaming, video conferencing, and audio-video support
• Understanding and familiarity with VoIP technologies

Important considerations you should review

• Physical requirements: You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy, you’ll need to lift up to 75 lbs.
• Responder Call-Back Environment: This position operates under a responder call-back model and may require availability during weekends, holidays, or outside typical business hours to respond to outages or scheduled maintenance events.
• Driving and Criminal Background: We take the safety of our team and our customers very seriously. You must have and maintain a valid driver’s license. You must also pass a criminal background check to work on any of our customer’s properties.
• Travel: You will have to travel occasionally to Austin, TX for training, projects, and other campuses to assist another department.