Field Support Tech 3

About the Role

Provides support to end users for PC, server, or mainframe applications and hardware under general direction. Interacts with network services, software systems engineering, and/or applications development to restore service and identify core problems. Simulates or recreates client issues to resolve operating difficulties and recommends systems modifications to reduce client problems. Maintains the highest level of technical skill in the field of expertise.

Administers day-to-day operations of the company's local area network (LAN), providing integrated team support and maintenance of LAN hardware and software. Studies vendor products to determine those that best meet company needs and assists in presenting information to management for purchase and installation decisions. Performs LAN security procedures, including implementing login requests, and evaluates new products/technologies for impact on existing systems. Prepares proposals, cost/benefit analyses, and feasibility studies. Acts as a liaison between the PC/LAN team, vendors, and the PC desktop group.

Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, email, self-service, and in-person requests for assistance from clients experiencing hardware, software, networking, or other computer-related issues.
• Categorizes, logs, and tracks incidents and problems using a help desk management database; maintains history records and related problem documentation.
• Repairs, installs, and relocates hardware such as computers, printers, scanners, fax machines, telephones, and other IT-supported equipment.
• Leads projects and researches complex problems and issues; identifies trends and recommends solutions to reduce incident rates.
• Consults with supervisors, programmers, engineers, or analysts to explain errors or recommend changes to applications or distribution processes.
• Requests vendor service for products and communicates effectively with clients and stakeholders regarding connectivity and use of applications and network resources.
• Educates clients on complex software and hardware use; recommends outside training resources when applicable.
• Creates and maintains IT system documentation per the IT Documentation Policy.
• Manages equipment using databases, spreadsheets, equipment cards, and asset tags.
• Creates, updates, and terminates system accounts in various account databases.
• Takes responsibility for individual performance goals and collaborates with the team to ensure appropriate coverage, including off-site support requiring travel to remote locations.
• Mentors technical and customer service skills for junior-level staff.
• Specializes in at least two areas of technology.
• Endorses, supports, and champions ITS process improvement initiatives.
• Complies with ITS Policies and Procedures.

Qualifications

Two years of formal training or education beyond high school (e.g., Associate Degree). IT-specific certifications are desired, which may include Microsoft, HDI, or Cisco, and/or five to seven years of service desk troubleshooting experience.

Physical and Work Requirements

The physical demands and work environment described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

• Material Handling Classification: MEDIUM. Regularly lifts, carries, or pushes/pulls up to 10 pounds; frequently lifts, carries, or pushes/pulls up to 25 pounds; occasionally lifts, carries, or pushes/pulls up to 50 pounds.
• Physical Activities: Regularly required to sit, perform fine motor activities, and engage in repetitive motion. Occasionally required to bend, kneel, squat, climb, stand, walk, reach, drive, and smell. Must have specific vision abilities, including color vision, depth perception, near vision, far vision, and peripheral vision.
• Environmental Conditions: Occasionally exposed to variable weather conditions, slippery surfaces, moving mechanical parts, electric hazards, and vibration. Noise level in the work environment is usually moderate.