Field Services Technician

Crayola Corporate • Forks Township, PA

6d • Onsite

About The Position

The primary role of this position is to provide on-site technical hardware and software support to Crayola’s end-user community to resolve open service request and second level incidents tickets. In addition, this individual will configure, harden, and deploy new hardware technology and software applications to the business, and decommission those assets at their end-of-useful-life. The work involved with this position will include but is not limited to; hardware/software installations and removals, troubleshooting to root cause, repairing, deploying, and configuring of new hardware (PC, MAC’s, printers, audio/visual, network and wireless devices). All work performed will be within the standard procedures and policies set forth by our Information Security department.

Requirements

• Associate degree in the field of computer science or 3 years work experience in client services technology or related discipline.
• Excellent technical knowledge of network and PC, Printer and Mobile hardware, and hands on hardware troubleshooting experience.
• Working technical knowledge of current network protocols, operating systems, and standards
• Ability to operate hand tools, components, and peripheral accessories.
• Able to read and understand technical manuals, schematic diagrams, procedural documentation, and OEM guides.
• Ability to conduct research into PC, printers and mobile devices and other products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills, with the ability to present ideas in user friendly language.
• Self-motivated and directed. Must be able to work independently with little supervision.
• Analytical and problem-solving abilities, keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• In accordance with the NIST CSF and Hallmark Standards, ensure adherence to policies and processes to remain in compliance for maintenance, security continuous monitoring, and recovery areas including Asset Management, Change Management, Incident Management, Problem Management, Vulnerability & Patch Management, Data Security, Disaster Recovery, and Business Continuity.

Nice To Haves

• Microsoft Certifications is a plus.
• Experience working in a public facing or retail-oriented environment is a plus.

Responsibilities

• Work with end-users to deliver required solutions to technical issues.
• Use software center management tools (SCCM, JAMF, WSUS, etc.) to manage the deployment of software and patch updates.
• Apply necessary hardening protocols to all new hardware to be deployed to the business.
• Execute the remediation steps to eliminate hardware and software vulnerabilities.
• Install and provide hardware/software support of all assigned devices.
• Provide software support to business partners for office applications, such as spreadsheets, databases, email, SAP and other productivity software.
• Troubleshoot issues to root cause by looking through software application and event logs, then remediating root cause issues.
• Be technically proficient at imaging computer hardware assets.
• Maintain user documentation, procedures, and libraries for installed products.
• Evaluate, maintain, and modify desktop software packages and participate in the testing and evaluation of new desktop software deployments.
• Provide audio/visual and video conferencing support for business partner and customer presentations.
• Provide device support for all wireless devices including PC’s, printer, phones, tablets, handhelds, and safety equipment.
• Use the software applications that support the Field Services process (ServiceNow, Tenable, Earcent, SCCM, JAMF, etc.).
• Maintain the IS asset management systems.
• Receive and respond to incoming calls, pages, and/or e-mails on a 24x7 basis.
• Maintain required certifications necessary to support job requirements.
• May be responsible for supervising other IS staff as assigned.
• May be assigned to serve as a liaison between IS and specific business partners.
• May occasionally travel to support off-site facilities and business partners as assigned.

Benefits

• Free Admission to Crayola Experience for Employees
• Community Volunteerism Opportunities
• Annual Bonus Potential for all Full-Time Employees
• Company Matched 401k & Employee Value Sharing Plan
• Comprehensive Healthcare Benefits for Eligible Employees
• Education Assistance Program
• Wellness Programs
• Employee Resource Groups
• Generous Product Discounts Onsite & Online
• Company Sponsored Employee Events
• Discounts on a wide variety of products and services – automotive, electronics, fitness, travel and entertainment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree