Field Services Tech I - II

Entergy•New Orleans, LA

16h•Onsite

About The Position

This position focuses on ensuring that IT consistently provides its customers with a best-in-class experience, as measured by defined surveys and metrics, and direct customer interactions and feedback. Specific areas of focus include the IT Technology Bar and Executive Support. The role is responsible for: Providing direct hand-on, face-to-face, IT support for customers at the Tech Bar, as well as senior executives and targeted stakeholders, with all work properly documented in the appropriate systems, diagnosing and resolving hardware and software issues, and providing exceptional customer service to end users. This role includes troubleshooting devices, performing system upgrades, configuring equipment, Audio/Video conference room requests, and ensuring technology is running efficiently and securely. Actively participating in other initiatives and activities designed to improve customer satisfaction with IT. The technician also educates users on best practices, documents issues and solutions, collaborates with IT teams to escalate complex problems, and maintains a welcoming, solutions‑focused environment that empowers users and enhances overall productivity.

Requirements

3+ years working in an IT organization, including end-user desktop hardware, software, audio/visual, and mobile device support.
Familiarity with current consumer and business personal technologies.
Strong commitment to customer service, excellent written, verbal, and interpersonal communications skills, strong analytical, problem solving, and root cause analysis skills.
Authorization to work in the United States is a precondition to employment in this position.

Nice To Haves

Working in a shared services or outsourced vendor environment preferred.
Knowledge of standard IT processes and methodologies preferred.

Responsibilities

Working within established guidelines, provide IT support and consultation for customers of the Tech Bar.
Properly document all support interactions and acquired knowledge within the appropriate system.
Mentor and coach other Tech Bar and Field Services technicians to help generate a superior customer experience for all.
Provide timely level 1 (on-site, first responder) support to targeted stakeholders and provide resolution across Entergy’s IT standard EUC technology platform.
Escalate issues quickly to Levels 2 and 3 as appropriate to resolve issue and ensure the issue does not recur.
Develop appropriate work-around solutions that fully meet customer needs without violating security policies or creating additional issues.
Maintain familiarity with all technologies used by senior executives and targeted stakeholders.
Work with management and peers to identify and address performance deficiencies across IT support functions.
Recommend and implement solutions to improve gaps to operational excellence.