Field Service Technician

Pomeroy•San Leandro, CA

11d•Hybrid

About The Position

This role involves providing comprehensive IT support in a hybrid work environment. The Field Service Technician will be the primary point of contact for user issues, troubleshooting hardware, software, and network problems. Responsibilities include managing IT assets, deploying software, and supporting audio/visual equipment. The role also requires documentation of support requests and resolutions, and participation in after-hours support as needed. Technicians may be required to use personal vehicles for work, necessitating accurate mileage records and vehicle maintenance.

Requirements

US citizen or Lawful Permanent Resident.
2 year AA/AAS degree or equivalent.
2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.
Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.
Strong knowledge of Microsoft O365 applications and client-specific software.
Familiarity with Active Directory, PXE imaging, Workstation Windows11.
Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.
Basic understanding of network protocols, including TCP/IP and wireless connections.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.
Strong analytical problem-solving skills and attention to detail.
Detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

Audio/Visual (A/V) support experience.
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Coachable and responsive to feedback from leadership.
Team player with a positive attitude.

Responsibilities

Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices.
Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.
Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
Utilize Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.
Use network monitoring tools such as Solarwinds.
Support Office space, Sales, Delivery, Production and Warehouse WMS functions.
Document support requests and resolutions using ServiceNow.
Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones, Apple iphones, ipads, Office 365 applications and client specific software.
Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.
Provision OKTA Multi-Factor Authentication (MFA) solutions.
Participate in after-hours P1 and P2 support as needed.
Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.
Perform software distribution and installation.
Maintain IT asset management, tracking, and inventory control.
Work out of personal vehicles, keeping accurate records for mileage reimbursement, maintaining vehicle cleanliness and regular maintenance, and maintaining a clean motor vehicle record.