Field Services Engineer

Developmental Disabilities Institute (DDI)•Town of Smithtown, NY

6h•Hybrid

About The Position

This role is all about being the helpful guide and hands-on expert for people navigating their daily technology. You'll be on the front lines, acting as the go-to technology problem-solver and enabler, so others can stay productive and focused on their work. You'll use your experience with help desk systems to track and resolve issues reported by employees, making sure their requests are handled efficiently from start to finish. You'll get hands-on with all sorts of equipment – from setting up new laptops and mobile phones to fixing printers and troubleshooting software glitches. Sometimes you'll guide someone over the phone, other times you'll be on-site across Long Island, installing equipment or resolving issues in person. Beyond fixing things, you'll also be helping people help themselves by creating easy-to-understand guides and sometimes providing basic training. You'll tap into your knowledge of networking basics, account systems, and various hardware brands to diagnose problems effectively and keep the lights on, technically speaking. This position requires you to be organized, able to juggle different tasks independently, and communicate clearly – whether you're explaining a solution or documenting your work. You'll play a part in maintaining system security and keeping up with new technology to ensure you can always provide the best support. While you'll handle many issues yourself, you'll also know when to reach out to colleagues or vendors for complex challenges. Being part of an on-call rotation means you'll occasionally provide support outside standard hours, ensuring people always have the tech assistance they need. Essentially, you're a crucial part of the team that keeps everyone connected, operational, and less stressed about technology, allowing the whole organization to function smoothly.

Requirements

HS Diploma or Equivalent required.
Minimum of 2 years experience in end-user support and/or help desk mandatory.
Experience with call tracking / ticket management system and asset inventories.
Proficient with Helpdesk Standards Methodology preferred.
Ability to Image, install, configure, and troubleshoot desktop hardware and peripherals.
Install, configure, and troubleshoot Windows 10, Mac and desktop applications.
Re-install desktops and laptops as needed.
Install, configure, and repair desktop and network printers.
Configure and implement diverse network devices.
Provide intermediate network troubleshooting.
Experience with Mobile Devices and Mobile Device Management.
Basic knowledge of HP/Aruba products, security appliances, Firewalls, Wireless and MPLS.
Basic knowledge of routing protocols.
Basic knowledge of administration of Active Directory.
Basic knowledge of account and mailbox administration for Microsoft Exchange.
Basic Configuration and Administration of HP, Dell and Aruba products.
Basic knowledge of networking including TCP/IP and Wireless.
Working knowledge of desktop and printing hardware and software.
Ability to create technical documentation, Knowledge Base Articles / Technical Notes.
Develop user training and instructional materials as needed.
Excellent troubleshooting, planning and migration skills.
Ability to work both independently and in a team environment.
Ability to prioritize, organize and successfully work on several projects simultaneously with minimal supervision.
Self-motivated, proactive, and resourceful.
Positive, professional attitude.
React quickly and adapt to changes in priorities, circumstances and direction.
Apply high level of attention to detail and accuracy.
Establish and maintain effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, employees we serve and vendors.

Nice To Haves

Certifications a plus.

Responsibilities

Lead or assist with all levels of hardware/software configuration, installation, troubleshooting and maintenance of all devices including but not limited to desktops, laptops, mobile devices, printers, Microsoft and other applications.
Provide onsite, telephone and e-mail based support of hardware/software installation and configuration, troubleshooting and maintenance of networking equipment including but not limited to routers, switches, wireless controllers, access points and telephony system.
Efficiently diagnose, troubleshoot and resolve technical issues.
Active Directory and E-mail administration.
Perform basic user training as needed.
Perform upgrades, routine maintenance and troubleshooting of varying hardware and software.
Perform upgrades, routine maintenance and troubleshooting of end user hardware (desktops, laptops, printers, etc.) at all locations.
Perform installations and moves of PCs, printers and peripherals at all locations.
Responsible for adhering to company established security procedures.
Proactively stay up to date with all the latest technologies.
Recognize and escalate difficult technical issues within the organization or to external vendors.
Work with support and/or product development personnel to troubleshoot and work around product issues.
Well-organized with the ability to multi-task and work with minimal supervision required.
Strong verbal and written communication skills.
Ability to create technical documentation, Knowledge Base Articles / Technical Notes.
Must have a current valid NYS driver's license and travel to various locations throughout Long Island with equipment.
On-call rotation required.
Performs other job-related duties as required.