Field Support Technician

Cynet Systems • Atlanta, GA

11d

About The Position

The Field Support Technician will be responsible for a variety of IT support tasks including hardware and software installation, troubleshooting, and maintenance. This role involves direct interaction with end-users to resolve IT issues and ensure the smooth operation of IT equipment. The technician will perform IMACD (Install, Move, Add, Change, Dispose) tasks, asset inventory, and support a wide range of devices including PCs, mobile phones, printers, and video conference equipment. A strong understanding of Windows and Mac operating systems, Microsoft Office Suite, and ticketing systems like ServiceNow is essential. The role requires disciplined, systematic problem-solving skills and excellent customer service.

Requirements

• Minimum 3 years of relevant experience.
• Hardware support experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, and Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency with Windows OS, MS Office, O365, and Mac OS.
• Experience using ticketing systems such as ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management).
• Hands-on experience with imaging and reimaging Windows Operating systems for Desktops and Laptops.
• Working knowledge of imaging utilities such as Ghost and SCCM.
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Working knowledge of Microsoft Active Directory and GPO.
• Experience with Microsoft Windows operating systems including Windows 10, 7, Vista, XP, and 2000.
• Experience with Servers including 2012, 2008 r2, 2008, 2003, and 2000.
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook configuration issues with Exchange).
• Strong client-side remote access troubleshooting skills.
• Demonstrated skills supporting printers in an enterprise environment.
• Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM).
• Strong software installation and support skills.
• Disciplined, systematic problem solving skills.
• Strong verbal and written communication skills.
• Strong customer service skills.
• Strong troubleshooting skills.
• Ability to move, lift, and carry 50 lbs of weight.

Nice To Haves

• A+ Hardware Certification.
• Microsoft Certification.
• ITIL Certification.
• CCNA Certification.

Responsibilities

• Disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Safely move equipment point to point using wheeled carts and vehicles.
• Perform IMACD (Install, Move, Add, Change, Dispose) and Asset Inventory tasks.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Use remote desktop connectivity applications to solve common issues.
• Deliver and set up PC equipment for end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
• Provision and support wireless devices including Android and iPhone.
• Install desktop software and perform troubleshooting.
• Create and reference documentation and knowledge articles using internal tools.
• Troubleshoot and resolve end-user IT issues for PCs, mobile phones, printers, and other IT devices.
• Provide or oversee installations, de-installations, cascades, moves, adds, and changes for all EUC equipment and software.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Document processes to enable IMAC execution for software and equipment components.
• Validate IMAC requests for correctness and proper authorization.
• Communicate with users regarding IMACD service requests and escalate issues appropriately.
• Conduct site surveys to determine location requirements for IMAC tasks.
• Confirm availability of equipment, software, parts, network, and cabling prior to scheduled IMAC dates.
• Schedule and dispatch appropriate technicians and third-party vendors to IMAC locations.
• Cancel network transport services that are no longer required after completing IMACD tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed