Field Services Representative

Boldyn Networks•Stephenville, TX

11d•Onsite

About The Position

Boldyn Networks is hiring a customer-oriented Field Services Representative to support network infrastructure on the campus of Tarleton State University in Stephenville, Texas. The role provides hardware, software, network, account, and end-user support while ensuring the networks Boldyn manages meet client expectations. This is a full-time position operating under a responder call-back model, which may require availability during weekends, holidays, or outside typical business hours for outages or scheduled maintenance. Occasional travel to Austin, Texas, and other campuses is required for training, projects, and support.

Requirements

Skill set equivalent to a Help Desk Level II technician.
1–3 years of Windows and/or Mac OS hardware and software support experience.
1–3 years of help desk experience in a medium- to large-scale environment.
Experience supporting Microsoft Office, including Outlook/Exchange and SharePoint Online; Google G-Suite; Zoom; Schoology; and other applications.
Ability to document and follow established technical procedures and best practices.
Experience managing workload with a ticketing system, including service orders and account information gathering.
Understanding of Active Directory user accounts, security groups, and file share permissions.
Understanding of system virtualization and reducing the hardware footprint.
Valid driver’s license that must be maintained.
Must pass a criminal background check to work on customer properties.
Ability to meet the physical demands of the role, including lifting up to 75 pounds and climbing or maneuvering around obstacles.
Availability for possible weekend, holiday, or outside-business-hours call-backs for outages or scheduled maintenance.
Ability to travel occasionally to Austin, Texas, and other campuses.

Nice To Haves

ServiceNow experience.
Basic network troubleshooting and connectivity support, including foundational understanding of TCP/IP, VoIP, LAN, and Wi-Fi connections.
MCP, CCT, A+, Net+, or ACTC certification.
Associate degree in Information Technology or a closely related field.
Streaming, video conferencing, and audio-video support experience.
Familiarity with VoIP technologies.

Responsibilities

Provide exceptional customer service and respond promptly to emergency outages.
Schedule onsite customer appointments within a 24–48-hour service-level agreement.
Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other hardware and peripherals.
Support systems running Windows, Mac OS, and potentially Linux, including remote desktop support and locally installed applications.
Manage help desk tickets, service orders, account information, and escalations; track and update escalation tickets.
Maintain equipment inventory and notify the appropriate parties when supplies need replenishing.
Prepare new or reclaimed equipment for deployment using system imaging tools.
Manage user accounts and equipment for new-hire and termination processes.
Coordinate warranty support with vendors such as Dell, Cisco, Aruba/HP, and CDW.
Provide end-user training on relevant IT topics.
Troubleshoot and resolve basic LAN and Wi-Fi connectivity issues, including TCP/IP, DHCP, and DNS components.
Support administration of VoIP phone systems and the LiveOps call center chat system.
Administer accounts in cloud services including Office 365, Exchange and SharePoint Online, and Dropbox for Business.
Provide support for applications including Microsoft Office, Adobe applications, Evernote, and MindJet MindManager.
Provide the necessary level of support for network devices.
Administer access codes and fobs for an office security system.
Address end-user and network escalations.
Coordinate client activities such as move-ins, conferences, and special events.
Monitor, investigate, and retire equipment alarms.
Assist with customer installation activities as needed.
Ensure Boldyn policies and end-user agreements are upheld in the assigned region.
Generate reports, attend required training events, and complete documentation and administrative duties as requested.