IT Installation & Deployment Technician

Job Duties and Responsibilities

• Service Level Management: Ensure Service Level Agreements (SLAs) between customers and the company are met, resolving service requests promptly and professionally.
• Technical Support: Provide troubleshooting for user-generated tickets, including PC/laptop/tablet/smartphone OS, basic applications, printing and connectivity, VOIP, email, remote access, and Office 365.
• Device Maintenance: Conduct routine servicing, troubleshooting, diagnostics, installation, component replacement, and repairs on printers, multi-functional devices, and other managed assets.
• Installations and Setup: Perform simple to advanced installations, IP address configurations, printer driver downloads, and user training on supported devices.
• Consumables Management: Replenish and manage on-site parts, supplies, and consumables inventory for devices, maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Network Support: Troubleshoot server-based and networking issues in hosted and on-site environments, including routers, firewalls, VLAN, VPN, DHCP, and IP routing.
• Documentation: Document all service calls, ticket resolutions, network diagrams, and detailed client configurations in internal systems.
• Fleet Optimization: Identify over/under-utilized and frequently serviced devices for continuous fleet optimization.
• Customer Engagement: Communicate effectively with customers to provide status updates, training, and resolutions, ensuring a high level of customer satisfaction.
• Inventory Management: Manage on-site hardware inventory, including hot swap devices and printer procurement as required by the customer.
• Team Support: Provide training to team members on equipment features, assist in mapping devices, and provide 2nd-level technical support when necessary.
• Field Service: Conduct remote and on-site support as needed, requiring daily travel to customer locations and branch offices.
• Compliance: Follow internal escalation paths, adhere to IMACD processes (Install, Move, Add, Change, and Delete), and ensure customer data security and privacy.
• Administrative Tasks: Complete required administrative tasks accurately and promptly, such as documenting new findings, maintaining SLA goals, and alerting management to internal or client-facing issues.

Qualifications

• High School Diploma or equivalent; additional technical education preferred.
• Minimum of 3 years of related experience in network operations or technology services.
• IT Help Desk Support experience (application and hardware support) preferred.
• Certifications: HP Certifications, CompTIA A+, or Network+ certifications preferred.

Knowledge, Skills, and Abilities

• Strong customer service skills with a focus on follow-up to ensure issue resolution.
• Proficient technical knowledge of network infrastructure, electro-mechanical devices, and office technology products.
• Excellent communication and interpersonal skills.
• Ability to read and comprehend technical manuals and documentation.
• Strong problem-solving skills with a methodical approach to troubleshooting.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of Microsoft 365, Windows OS, Azure, and networking protocols.
• Ability to work independently and as part of a collaborative team.
• Detail-oriented with good project management skills.
• High level of dexterity for handling small electronic and mechanical components.

Working Conditions, Mental and Physical Demands

• Work primarily in an office environment with moderate physical effort required, including walking, standing, bending, lifting (up to 50 lbs), and carrying objects.
• Extensive daily travel in an automobile to customer locations may be required.
• Use of hand tools (screwdrivers, pliers, wrenches) and electronic testing equipment.
• Must be able to access/service equipment in various locations, including low, high, or cramped areas.

Other Requirements

• Valid driver's license and ability to meet company vehicle policy requirements.
• Ability to work shift schedules, overtime, or on-call as required.
• Pre-employment drug testing is required for this position.