Field Support Technician

Cynet Systems • Hendersonville, NC

2d

About The Position

The Field Support Technician will be responsible for a variety of IT support tasks including installing, moving, adding, changing, and disposing of equipment (IMACD), asset inventory, and end-user support. This role requires hands-on experience with hardware and software, including imaging operating systems, troubleshooting various IT devices, and utilizing ticketing systems. The technician will ensure proper installation and configuration of IT equipment and software, provide remote support, and maintain accurate documentation.

Requirements

• 3+ years minimum relevant experience.
• A+ Hardware certification required.
• Hardware Support experience: PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency with Tools: Windows OS, MS Office, O365.
• Ticketing System experience: ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management).
• Hands on experience with Imaging and reimaging Windows Operating system for Desktop and Laptops.
• Working knowledge of imaging utilities such as Ghost, SCCM, etc.
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency for installation of desktop software and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Significant, demonstrated experience with Microsoft Windows operating systems (Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98).
• Experience with Servers: 2012, 2008 r2, 2008, 2003, 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.
• Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Strong software installation and support skills.
• Disciplined, systematic problem solving skills required.
• Strong verbal and written communication skills.
• Strong customer service skills.
• Strong troubleshooting skills.

Nice To Haves

• Microsoft certification.
• ITIL certification.
• CCNA certification.
• Mac OS proficiency.
• Microsoft, ITIL, and CCNA certifications preferred.
• Mac OS experience preferred.

Responsibilities

• Disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Safely move equipment point to point using wheeled carts and vehicles.
• Manage 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 setup PC equipment to 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.
• Provide strong client-side remote access troubleshooting.
• Support printers in an enterprise environment.
• Create and reference documentation and knowledge articles using organization tools.
• Troubleshoot and resolve end user IT issues in PCs, mobile phones, printers, and other IT devices.
• Provide or oversee all installations, de-installations, cascades, and moves for all EUC equipment and software.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate internal and external functions to achieve high-quality execution of IMACs and minimize operational interruption.
• Document processes to enable IMAC execution for each software and equipment component.
• Receive IMACD related service requests from authorized users and validate for correctness.
• Communication with authorized users regarding issues with service requests and escalate appropriately.
• Conduct site surveys to determine location requirements for IMAC tasks.
• Confirm all equipment, software, parts, and cabling are available for scheduled IMAC dates.
• Schedule and dispatch appropriate technicians to the IMAC location.
• 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: High school or GED