Field Services Representative

Boldyn Networks•Fort Worth, TX

10d•Onsite

About The Position

Boldyn Networks is seeking a customer-oriented Field Services Representative to provide IT infrastructure support on the campus of Southwestern Baptist Theological Seminary in Fort Worth, Texas. The role supports client networks and end users, responds to outages, and helps ensure services meet customer expectations. It is a full-time position operating under a responder call-back model, which may require availability on weekends, holidays, or outside typical business hours for outages or scheduled maintenance. Occasional travel to Austin, Texas, for training and projects, and to other campuses to assist another department, is required. The representative provides hardware, software, account, network, and end-user support; manages help desk tickets and appointments; maintains and prepares equipment; coordinates with vendors and clients; and completes reporting and documentation. The role requires a valid driver’s license and a criminal background check for work at customer properties. Physical duties include typing, using power tools, standing, walking, reaching, navigating obstacles, and lifting equipment weighing up to 75 pounds. Boldyn Networks describes itself as a global team working on network solutions and offers hourly pay of $25–$30, an annual bonus, learning and development opportunities, competitive benefits, paid parental leave, vacation starting at 15 days and increasing with length of service, 10 days of paid sick leave, and four paid volunteer days each year.

Requirements

Skillset equivalent to a Help Desk Level II technician.
1 to 3 years of Windows and/or Mac OS hardware and software support experience.
1 to 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.
Remote desktop support experience.
Understanding of Active Directory user accounts, security groups, and file-share permissions.
Understanding of system virtualization and reducing hardware footprint.
Valid driver’s license that must be maintained.
Ability to pass a criminal background check to work on customer properties.
Ability to lift up to 75 pounds and perform the listed physical activities.
Availability under a responder call-back model, potentially including weekends, holidays, and hours outside typical business hours.
Ability to travel occasionally to Austin, Texas, and other campuses.

Nice To Haves

ServiceNow experience.
Basic network troubleshooting and connectivity support, including foundational knowledge of TCP/IP, VoIP, LAN, and Wi-Fi.
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 and conduct onsite customer appointments within a 24–48 hour service-level agreement.
Configure, install, and support hardware and peripheral components, including laptops, desktops, monitors, keyboards, and printers.
Support systems running Windows, Mac OS, and potentially Linux.
Manage help desk tickets and track and update escalation tickets.
Maintain equipment inventory and notify others when supplies need replenishing.
Prepare new or reclaimed equipment for deployment using system imaging tools.
Manage accounts and equipment for new-hire and termination processes.
Coordinate warranty support with vendors, including 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.
Support locally installed applications, including Microsoft Office and Adobe applications, Evernote, and MindJet MindManager.
Provide the required level of support for network devices.
Administer accounts, access codes, and fobs in 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 and attend training events as required.
Complete other documentation and administrative duties as requested.