IT Field Support Technician

About the role

Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

Responsibilities

• Answers, evaluates, and prioritizes service requests received via company ticketing system, telephone, email, and in-person.
• Assists with identifying problems and providing potential resolutions; coordinates with end users on behalf of other departments.
• Analyzes customer needs and follows approved processes and documentation to meet expected service levels.
• Tracks issues using company-approved ticketing system; maintains historical records and related problem documentation.
• Works alongside PMO, Asset Management, or other departments to update and maintain hardware and software standards.
• Brainstorms with team members and subject-matter experts to resolve more complex problems.
• Escalates issues to Staff Technician when further technical assistance is required.
• Regularly communicates with team and leadership regarding 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 and escalates vendor services as necessary.
• Installs and troubleshoots WAN/LAN and Cat 6e cabling.
• Manages and tracks 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: Identifying problems and issues of varying complexities and finding 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.

Physical Demands

• 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 up to 75 lbs.
• Must be able to drive.
• Must be comfortable working on a 6–15 ft ladder when necessary.

Travel

30–60% required.

Education and Experience

• High school diploma required.
• Minimum 3 years verifiable technology support experience.
• Two- or four-year degree preferred.
• Industry certifications a plus.
• Understanding of ITIL a plus.

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 U.S. driver’s license with a clean driving history for the past 3 years.

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 shifts, or retail schedule/hours.