Field Services Technician 4

Iron Bow Technologies•Bristol, VA

1d•Onsite

About The Position

Iron Bow Technologies has an immediate need for an experienced Help Desk / IT Support professional interested in a permanent Field Service Technician opportunity. The selected candidate will be responsible for end user technical support (tier 4) for the Virginia Information Technology Agency (VITA) by providing comprehensive IT support to end users at customer sites throughout Bristol, VA and the surrounding area.

Requirements

8+ years’ experience in IT support / Help Desk positions is required
Substantial experience performing technical and system analysis / diagnostics
Must be proficient in the identification and timely resolution of end-user IT issues
Capability to test, troubleshoot, service and repair end user devices
Experience with device, operating system, software and application troubleshooting efforts
Experience with providing Knowledge Based articles (KBs)
Must be comfortable adapting to dynamic work schedules and flexible shifts as needed
Superb customer service and communication skills are required
High School Diploma ( OR equivalent combination of experience & education)
Valid Virginia Driver’s License is required
Must be able to successfully pass background check (requirements vary)

Nice To Haves

Active CompTIA A+ certification is highly preferred ( OR obtain within 90 days of hire)
Candidates with Dell Certified Technician, HP Certified Repair, Microsoft, Apple or related professional IT certifications are encouraged to apply
Experience with SCCM

Responsibilities

Primarily responsible for end-to-end IT infrastructure support
Provide comprehensive and timely resolution of all end user issues
Break/fix software & hardware support such as OEM-certified warranty repairs
Responsible for system updates, ticketing and asset management
Provide smart-hands support for networks, servers and VoIP technologies
Handle IT asset disposal and maintain accurate asset inventory
Support end users remotely accessing services via shipping replacement devices or leveraging 3rd part hardware repair (or other form of onsite support as needed)
Troubleshoot issues involving applications on and off premise (e.g. cloud)
Support may be provided remotely via remote administration tools or desk side
Onsite support for incidents, service requests and changes as needed (IMAC, break/fix)
Provide end user device configuration and imaging
Execute application installations, patch and driver update testing and distribution
Responsible for device, operating system, software and/or application troubleshooting
System restoration activities as necessary