IT Field Support Technician

Essential Functions

• Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.
• Assists with identifying problems and providing potential resolutions.
• Captures and tracks issues using company approved ticketing system.
• Maintains historical records and related problem documentation.
• Works alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.
• Brainstorms with team members and SMEs to resolve more complex problems.
• Escalates issues to Staff Technician that require further technical assistance in resolution.
• Regularly communicates with team and leadership of potential trends, significant problems and individual market requests.
• Maintains up to date knowledge of company software, hardware and approved documented procedures.
• Schedules preventative maintenance on company owned vehicle.
• Escalates and schedules vendor services as necessary.
• Installation and troubleshooting of WAN/LAN, Cat 6e cabling.
• Manage and track inventory stockroom(s) for designated territory according to team standards.
• Responsible for expense records and reports for company provided procurement card.

Competencies

• Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
• Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Work Environment

• This job is in a store/retail environment.
• Must be able to perform repetitious hand/eye movement.
• Must be able to sit for long periods of time.
• Must be able to stand for long periods of time.
• Must be able to lift to 75 lbs.
• Must be able to drive.
• Must be comfortable working on a 6-15ft ladder when necessary.

Position Type/Expected Hours of Work

• This is a full-time position that requires On-call responsibilities.
• Days and hours of work are typically Monday through Friday, but will also include daytime non Monday through Friday, nights and weekends, rotating or changing shift, or retail schedule/hours.
• Travel 30-60% Required.

Education And Experience

• HS diploma
• Minimum 3 years verifiable technology support
• PREFERRED: Two or four year degree
• Industry certifications a plus
• Understanding of ITIL

Additional Eligibility Qualifications

• Ability to deal with stress and changing priorities.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
• Excellent interpersonal skills with the ability to work both independently and as part of a team.
• Strong troubleshooting skills
• Must possess a valid US driver's license with a clean driving history for the past 3 years.

AAP/EEO Statement

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
• Duties, responsibilities and activities may change at any time with or without notice.