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.
• Aid in identifying problems and providing potential resolutions.
• Coordinate with end users on behalf of other departments.
• Analyze customer needs and follow approved processes and documentation to meet expected service levels.
• Track issues using company-approved ticketing system.
• Maintain historical records and related problem documentation.
• Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.
• Brainstorm with team members and SMEs to resolve more complex problems.
• Escalate issues to Staff Technician that require further technical assistance in resolution.
• Regularly communicate with team and leadership about potential trends, significant problems, and individual market requests.
• Maintain up-to-date knowledge of company software, hardware, and approved documented procedures.
• Schedule preventative maintenance on company-owned vehicles.
• Escalate and schedule vendor services as necessary.
• Install and troubleshoot WAN/LAN, Cat 6e cabling.
• Manage and track inventory stockrooms for designated territories according to team standards.
• Responsible for expense records and reports for company-provided procurement cards.

Competencies

• Initiative: Identifying opportunities and acting on them.
• Oral Communication: Effectively shaping and expressing ideas and information.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving: Identifying and finding effective solutions to problems 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.

Physical Demands

• Must be able to perform repetitive hand/eye movements.
• 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.

Education and Experience

• High School Diploma.
• Minimum 3 years verifiable technology support experience.
• PREFERRED: Two or four-year degree.
• PREFERRED: Industry certifications.
• PREFERRED: Understanding of ITIL.